Senior Customer Service Manager

To have overall accountability for the Quality of solutions provided to multinational Customers. (measure service provided against defined Service Level Agreements)

Service Level Management

• Prepare and publish Program Plan (including Program Structure / Roadmap / Governance Matrix) of Customer Service Strategy; ensure all internal and external stakeholders agree and understand roles and responsibilities
• Ensure full compliance of agreed solutions and services to meet customer needs; proactive monitoring of agreed SLAs in order to deliver exceptional service and acknowledged customer value; focus on beating the target
• Ensure successful program management through coordinated management of a portfolio of projects / activities
• Ensure customer sees and feels Orange Business Services delivery as a seamless team irrespective of internal / third party structures; manage Account resource per service
• Identify and mitigate risks (failure or delay); ensure appropriate levels of business contingency / continuity are in place.
• Present monthly service reviews and Service Improvement Program actions; manage customer expectations; interpret high level dashboard of all operations to customer (sponsor / service director)
• Provide customer with informed industry benchmarks e.g. Gartner, Telemark; propose service enhancements which continually position Orange Business Services as best in class
• Proactively review overall service requirements with business users; identify gaps and opportunities, help users articulate needs
• Help customer upscale existing contracts; help visualize the enhanced value and assist AGM / ECT build the business case / sales presentations
• Develop innovative proposals e.g. new platforms to maximize the customer business strategy
• Present monthly high level dashboard of all operations to Customer Operations Director; highlight trends and value generation opportunities
• Win trusted status as the extended member of customer s service team
• Prepare, monitor and advise on Customer Performance Scorecard
• Identify and create Additional Customer Value
• Continually review efficiency of Orange Business Services processes to ensure delivery of world-class innovative solutions
• Optimize operational processes to match economic balance between Orange Business Services industrialized processes (factory deliverables) and customized requirements
• Contribute thought leadership to Orange Business Services Centre of Excellence of customer / industry requirements to ensure Orange Business Services leads the market

Change Management

• Manage in / out of scope requests and agreeing any change / release management (CM)

Financial Management

• Financial management of the Services PL
• Peer review monthly customer billing; ensure bill accuracy
• Accountable for resolution of billing issues and assist AGM in escalated case
• Ensure billing remains consistent with contract and client expectations no surprises about you Customer Service and Service Management Experience
• 6 to 9 years of experience with at least 3-4 yrs of work experience in customer-facing organizations within the telecom or IT industry
• Virtual team management experience
• Good level of practiced technical knowledge of Networks, Voice, Security etc with market understanding
• Language Skills: English (if not mother tongue, fluent written and verbal), local language
• Bachelor of Engineering/Diploma in Information Tech will be preferred
• Technical Skills: good knowledge of Network, IT Services, Security (Palo Alto - Nextgen), Mobility, Voice and/or integration solutions and technologies, CCNA - Voice, CCIP
• Soft Skills: good communication, negotiation, presentation, organization skills
• Is fully empowered to coordinator of all entities involved in technical performance of our solutions
• Can work independently, shows initiative and proactivity
• Can work well under pressure and can handle escalations calmly and competently.
• Sound knowledge of IT Infrastructure Library concepts - ( ITIL V4 )-foundation certification.