Service Implementation Expert

1 month ago

Gurugram, India Orange Business Full time

About the role

Role purpose

In the scope of OBS offer development, this role is a key actor of product/service development projects. He/she designs and adapts the processes & tools in order to deploy new products and evolutions within the operational entities. Moreover, ensures the delivery of the projects on time and on budget while ensuring end-to-end quality of the customer and operational journeys.

He/she intervenes upstream and downstream of service development projects for which the purpose is to design, develop and deploy new products or product evolutions.

The role is responsible for the following processes:

  • Quotation and Commercial Ordering
  • Service Transition
  • Service Operation including Customer Service
  • Billing
  • Digitalization (customer portals and/or processes)

key accountabilities

  • Understands the business requests and analyzes the requirements to co-construct the service with stakeholders; especially with business processes design and IT development or evolution requests
  • Manages the contribution and involvement of the various experts in his/her areas of responsibility
  • For the French and International enterprise markets:
  • Manage the creation and evolution of business processes as well as the tools strategy in the framework of services development and business and IT transformation projects.
  • Guarantee the operational efficiency, performance, and quality of experience of their customers.
  • Focus on all transversal service management offers from service transition, service operation, continual Service improvement
  • Contribute to the development, enablement and lifecycle maintenance of an enriched portfolio of transversal services and solutions that cover Think, Build and Operate and which aim:
  • to provide our customers with end-to-end support and global solutions,
  • to improve the positioning of Orange Business Services as a service integrator, across all market segments
  • Collects and analyzes the "business" requests of the Product Manager, customers,and operational staff and translates them into business processes or requests for development or changes to the information system
  • Be the privileged point of contact for Marketing, for the area of expertise, throughout the project
  • Participate in the estimation of product charges by consolidating the cost elements related to the processes
  • Build the expression of business needs and consolidate the reasoning that justifies the necessary process and tool changes
  • Harmonize the design of new services within existing commercial and technical catalogs
  • Define end-to-end acceptance plans for tool developments in relation with IT correspondents, supervise or execute these tests and define corrective actions to ensure that the developments meet user needs
  • Document the processes related to the products. In relation to the businesses, produce the expected deliverables (Instructions, migration plans, user support guides, detailed processes, etc.)
  • Build training materials and conduct training sessions to ensure that operational teams acquire the necessary know-how to properly operate the service
  • Participate in the launch of the service and support the operational teams to manage the implementation of the first customers

About you

knowledge and abilities

  • Demonstrate a high level of autonomy, being able to take initiative and also organize working groups with various stakeholders in project mode frameworks.
  • Ability to understand complex services and identify manageable sub-components
  • Good technical and IT knowledge in the telecom environment
  • Team spirit oriented and good communication skills in multicultural environment
  • Leadership and ability to drive and propose new approaches, solutions.
  • Fluent in English and French language is a plus
  • Good knowledge of Orange Business Services processes and tools
  • Ability to work under pressure with ability to deal with multiple tasks.
  • Ability to coach and mentor peers and subordinates
  • Good commercial awareness.
  • Presentation/Report writing skills
  • Excellent problem-solving skills are necessary


Additional information

Education, qualifications, and certifications

  • Engineering degree or Equivalent
  • Certifications: SAFe, ITIL, SYNERGY, PMP or equivalent


Experience

  • Strong experience in product process development (quoting, commercial orders, service transition & operations etc.) with 5 to 12 years of experience


Equal Employment Opportunity

Orange Business is an Equal Opportunity Employer. We are committed to a diverse workforce and do not discriminate on the basis of age, gender, race, ethnic origin, sexual orientation, gender identity or gender expression, religion/belief, national origin, marital status, disability or veteran status.

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