Service Implementation Expert

**About the role**:

- Participate to Business case definition (in close cooperation with project manager) by consolidating elements related to process & tools
- Validate marketing documents completeness, from a process & tools perspective, to ensure the Service Development project can start
- Specify operational processes adjustments and get validation from Process Owners
- Contribute for his/her domains to describe end to end functional requirements and data flows based on existing tools, consolidate business justification of required evolutions
- Ensure end-to-end consistency of service components developed on existing tools as well as follow-up & report on IT developments
- Harmonize the design of new services within commercial & technical catalogues.
- Define business acceptance tests plan, execute or supervise their execution and report results and corrective actions to guarantee deliverable is in-line with business expectations
- Create the service process documentation up to work instruction level, in line with operational team’s expectations (Architecture evolution, Ops Info, migration plans, operational guidelines, Support guides...)
- Write training modules and participate to training sessions to ensure operational teams acquire proper know-how to supply the service
- Manage service launch and support operational teams to handle first customers' contracts &/or pilot customers
- Activities linked to the Business Units
- Contributes to T4/ T5 / T6 presentations in TTM Product Boards
- Leads the Service Improvement Plans (SIP) for Business Unit requests (minor product enhancements with no huge IT impacts)
- Contributes to the Product Business Case follow up: feedback loop to compare marketing forecasts and operational delivery measurements, feedback on operational costs,
- Activities linked to Operations
- Participate in Feedback phase (operational pilot) in support of operational entities
- Contributes to Problem Management by giving process and IT support to operational teams
- Leads the Service Improvement Plans (SIP) for operational issues
- Updates operational documentation : process related documentation, including training documentation, excluding technical documentation
- Acts as Change Manager for internal changes qualification / specification
- Ensures that all released and documented processes (Commercial Ordering, Billing, Service Transition, Service Operations) and associated tools allow operational teams to deliver services in line with OBS Outstanding Customer Experience objectives
- Delivers service KPIs within the Service Weather Report, is responsible for a deep analysis of them in order to proactively launch Service Improvement Plans (SIP) with the goal to increase overall efficiency and customer satisfaction
- Ensures last level support on process and tools domains for operational teams

**About you**:

- good knowledge on ITIL Framework
- team spirit and good level of communication skills both written & oral (international environment)
- customer satisfaction driven
- autonomous, results oriented + leadership (when managing audits & Service Improvement Plans)
- good understanding of Orange Business Services organization, processes & tools

**Additional information**:
This is an end-to-end role (SIE + SLM)

**Department**:
Global Delivery & Operations

L’ambition d’Orange Business est de devenir l’intégrateur réseaux et numérique de référence en Europe, en nous appuyant sur nos forces autour des solutions de connectivité nouvelle génération, du cloud et de la cybersécurité.

Nos 30 000 femmes et hommes présents dans 65 pays, dont chaque voix compte, sont tous animés par la même détermination et le même esprit d’équipe, pour construire les solutions digitales d’aujourd’hui et de demain et créer un impact positif pour nos clients, pour leurs salariés et pour la planète.

Nous offrons des opportunités passionnantes grâce à des projets innovants dans la data et le digital, le cloud, l’IA, la cybersécurité, l’IoT, ou encore le digital workspace et le big data.
- Venez vivre cette aventure avec nous

**Contract**:
Regular