Transformational Practice Lead

1 day ago


Gurgaon, Haryana, India Orange Business Services Full time
About the Role

GCS Transformation and practice team manager is responsible for performing various ITIL practice transversal harmonization and synchronization activities (Incident management, Problem management, change management, ...) across GCS services & solutions scope and value propositions.

This position is for a manager role with the following duties:

  • Manage and develop resources and team members to perform efficiently and effectively.
  • Monitor and measure the KPI of the team.
  • Act as an escalation point for the Team activity.
  • Manage the recruitment of team members.
  • Manage the service improvement plan related to the team.
  • Represent the team in customer meetings & service reviews.
  • Ensure that all processes, procedures, and troubleshooting guidelines are documented and well maintained.
  • Provide statistical reporting to management with a trend analysis for the team's performance and translate strategic transformation needs into OKRs.
  • Define clear SMART goals, objectives, and career development plans for all team members, and carry responsibility for the team performance management.
  • Ensure and plan for team upskilling to match new GDO transformational needs and value propositions.
  • Communicate and solve concerns and local policies among management and team members, and oversee team member work for quality and guideline compliance.
  • Lead and orchestrate new practice ways of working to ensure maximum interlock with all operational teams and practices, achieving the needs value proposition.
  • The concerned role also has a transformational program manager role to lead transversally on practice needs and integration with Automation and NEWCO and ITSM transformational migrational projects.
  • Additionally, it involves transformational needs related to new strategic reflections and new ways of working for GCS teams of the future and the best optimum integrated support models and operational readiness for our teams.


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