Customer Service Director

Job Purpose:

• Customer dedicated senior leader having overall accountability responsibility for quality of service, customer satisfaction, service level management, service improvements enhancements for all implemented Orange insourced and outsourced services on a major multi-national customer.
• To position service management product offering in response to Customer needs.

Key Tasks and Responsibilities:

• To have overall accountability for the quality of any insourced or outsourced services provided to multi-national customer measured against service level agreements.
• To ensure full compliance to customized / outsourced Service Management product definition.
• To be the customer's primary senior point of contact within Orange Business Services, for all escalated service operational related issues.
• To lead management of customer service improvement plans in order to increase customer satisfaction.
• To ensure adequate and timely reports which include measurements against customer SLA's on quality, change and performance of the services provided to the customer.
• Overall ownership of maintaining customer information is current in the relevant databases and repositories.
• To lead regular customer service review meetings at corporate executive levels both with the customer internal within Orange.
• Implement and lead a vendor management structure for outsourced Services for assigned customer.
• To assist in additional service management contract negotiation in parallel with Account Director customer team where applicable.
• To assist in Service Management RFP solutions and provide pre-sales presentations to customer when required.
• To maintain adequate knowledge of Orange products and services.
• Interface with the customer at senior management level on a regular basis and conduct periodic executive service reviews.
• To validate and maintain customer service level agreements for assigned customer where required.
• To assist SM management team in developing service management revenue opportunities on new business.
• To lead the post sales extended customer Service team both local and remote.
• Management of service management staff within sub region who are assigned to customer.
• To drive improvement plan to mitigate Orange financial impacts due to SLA failure or Major Customer Service disruption.

Job Contacts:

• Internal: Service Desks, Sales Marketing, Project Management, Field Services, Global Services, HR Local, Regional, Global teams as required.
• External: Customer, Partners Vendors (Management Levels).

Job Dimensions:

• Incumbent must have in depth knowledge of Orange products and services.
• Incumbent must be capable of providing consultancy services to account team leads and customer at Management level.
• Incumbent must be proactive and provide seasoned advice for both short and long term implications on Service Operations related issues.
• Incumbent must be able to perform high level presentations both internally externally.

Candidate Profile:

• Possess a confident and professional image to successfully interface with all aspects of the business.
• Ability to communicate clearly and effectively both one-on-one and to groups in a variety of business situations.
• Strong management skills in accumulation, preparation, interpretation and dissemination of customer technical information and the applicability of all related products services to address requirements.
• Experience in developing and recommending customer services solutions outside of normal product sets and assessing ability to deliver and cost implications.
• Management Leadership experience of both local remote diverse team members within service management.

About You

Skills / Qualifications:

• Degree level or equivalent (Business or Science Degree).
• Service Management Certification (ITIL).
• Project Management Certification desired.
• Customer Service and Project Program Management Experience.
• 10-15 years of work experience in customer-facing organization within the Communications / IT services industry.
• Vendor management Consultancy experience.
• Budget management and cost controlling experience desired.
• Leadership and virtual team management experience.
• High level of practiced technical knowledge.
• Very strong communication, negotiation, presentation, organizational skills.