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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