Practice Team Manager

2 weeks ago

Gurgaon, Haryana, India Orange Business Services Full time

About the Role

The GCS Transformation and Practice Team Manager is responsible for performing various ITIL practice transversal harmonization and synchronization activities across GCS services and solutions scope and value propositions.

This position is for a manager responsible for the team 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's activities.
  • Manage the recruitment of team members.
  • Manage the service improvement plan related to the team.
  • Represent the team in customer meetings and 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's 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.
  • This role also has a transformational program manager role to lead transversally on practice needs and integration with Automation and NEWCO and ITSM transformational migration projects.
  • Concerned role has also 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.

About You

5-6 years of management experience

Leadership and Coaching Skills

Interpersonal and Conflict Management Skills

Time Management Skills

Self-Motivated

Ability to deal with different cultures and behaviors

Decision-Making Skills

Business and Report Writing

Presentation Skills

Strong Analytical Skills and Program Management Skills

Excellent Customer Service Skills

Fluent in both spoken and written English, French is a plus

Solid knowledge of different GDO products and services and an agile mindset and approach to integrating new support models and interlocks

Excellent knowledge of Orange processes and experience

Additional Information

-

Department

Global Delivery & Operations

Orange Business manages and integrates the complexity of international communications, freeing our customers to focus on the strategic initiatives that drive their business. Our extensive experience and knowledge in global communication solutions, together 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

Regular

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