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Customer Service Director

2 months ago

Bengaluru, India Orange Business Full time
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:
have overall accountability for the quality of any insourced or outsourced services provided to multi-national customer measured against service level agreements
ensure full compliance to customized / outsourced Service Management product definition
be the customer’s primary senior point of contact within Orange Business Services, for all escalated service & operational related issues
lead management of customer service improvement plans in order to increase customer satisfaction.
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.
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
assist in additional service management contract negotiation in parallel with Account Director & customer team where applicable.
assist in Service Management RFP solutions and provide pre-sales presentations to customer when required
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.
validate and maintain customer service level agreements for assisgned customer where required.
assist SM management team in developing service management revenue opportunities on new business.
provide the post sales extended customer Service team both local and remote
Management of service management staff within sub region who are assigned to customer
facilitate 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 should be capable of providing consultancy services to account team leads and customer at Management level.
Incumbent should be proactive and provide qualified advice for both short and long term implications on Service & Operations related issues.
Incumbent will be required 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.
High 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
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 good communication, negotiation, presentation, organisational skills
Additional information
1. Domestic & International travel may be required at short notice
2. Working on customer premises at times may also be required