Global Customer Service Operations Manager

1 month ago

Gurgaon, Haryana, India Orange Business Services Full time

Role Overview

As the Global Customer Service Operations Manager at Orange Business Services, you will be responsible for the overall accountability of delivering high-quality solutions to our multinational customers. Your primary focus will be on ensuring the seamless delivery of services, meeting service level agreements (SLAs), and maintaining strong relationships with internal and external stakeholders.

Key Responsibilities

• Prepare and publish program plans, ensuring all internal and external stakeholders are aligned with their roles and responsibilities.

• Proactively monitor and ensure compliance with agreed-upon solutions and services, focusing on delivering exceptional service and meeting customer needs.

• Manage a portfolio of projects and activities, ensuring successful program management and coordinated communication with all entities involved.

• Identify and mitigate risks, ensuring appropriate business contingency and continuity measures are in place.

• Present monthly service reviews and service improvement program actions, managing customer expectations and interpreting high-level dashboards to communicate with customers.

Requirements

• 6 to 9 years of experience in customer-facing organizations within the telecom or IT industry, with at least 3-4 years of work experience in customer-facing roles.

• Strong technical knowledge of networks, voice, security, and other relevant technologies, with a good understanding of the market.

• Language skills: English (if not a native speaker, fluent written and verbal) and local language.

• Bachelor of Engineering or Diploma in Information Technology preferred.

• Technical skills: good knowledge of network, IT services, security, mobility, voice, and/or integration solutions and technologies, CCNA - Voice, CCIP.

• Soft skills: good communication, negotiation, presentation, and organization skills.

• Ability to work independently, show initiative, and proactivity.

• Ability to work well under pressure and handle escalations calmly and competently.

• Sound knowledge of IT Infrastructure Library concepts (ITIL V4) foundation certification.

About Orange Business Services

Orange Business Services manages and integrates the complexity of international communications, freeing our customers to focus on strategic initiatives that drive their business. Our extensive experience and knowledge in global communication solutions, combined with our understanding of multinational business and local support in 166 countries and territories, ensure that our customers receive a consistent, global solution wherever they do business.

Contract Type

Regular

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