Service Delivery Lead

We are seeking a Lead- Services Delivery with a minimum of 15 years of experience.

Your Mission if you accept this role:

Operations Management:

• Provides post-sale technical support services to customers, including installation, troubleshooting, problem resolution and maintenance of products and services
• To be the customers primary senior point of contact within Orange Business, for all escalated service delivery & operational related issues
• Ensure the delivery and operations entitys customer SLAs are fully met or exceeded and obtain necessary acceptance certificates.
• Interface with OB operational stakeholders on a regular basis and conduct periodic executive operations & service reviews.

Customer Engagement:

• Build and maintain strong relationships with key stakeholders, acting as the primary point of contact for all delivery operations-related matters.
• Resolves customer inquiries and complaints fairly and effectively
• Provides product and service information to customers and identifies upselling opportunities to maintain and increase income streams from customer relationships
• Recommends and implements programs to support customer needs
• Drive customer satisfaction by proactively addressing any concerns, challenges, or escalations related to project delivery & operation. To lead management of customer service improvement plans to increase customer satisfaction (NPS).
• Provides new and existing customers with the best possible service in relation to billing inquiries, service requests, suggestions and complaints
• Interface with the customer a regular basis and conduct periodic executive service & program reviews.

Financial & Business Management:

• Develop and manage the delivery budget, ensuring that financial targets and profitability goals are achieved.
• Review, validate and approve dimensioning and optimized resource cost inputs to commercial/presales team.
• Participate in technical reviews with customer both at pre-bid & post bid stages as the approver gate.
• Analyze financial data to provide insights and recommendations for improving the efficiency and profitability of delivery operations.
• Ensure revenues are recognized & cash collected from customers on time.
• To assist in additional service & project management contract negotiation in parallel with Account Director & customer team where applicable.

Team Management:

• Lead, mentor, and manage the delivery and operations team, ensuring high performance, engagement, and professional development.
• Build a collaborative team culture focused on delivering high-quality projects and exceeding customer expectations.
• Define clear Structure, roles, responsibilities, and performance metrics for team members, fostering a culture of accountability and continuous improvement.
• Own, lead and execute organization transformation strategy to align and adapt the team structure to align and support the overall OB Business & Go-To-Market strategy.

Strategy & Process Optimization:

• Design & deploy the right mix of resources to achieve both financial & performance objectives.
• Continuously assess and improve delivery processes, methodologies, and tools to increase efficiency, scalability, and customer satisfaction.
• Drive innovation within the delivery team by identifying new technologies, trends, and best practices that can enhance service delivery.
• Work closely with account managers to obtain change orders where appropriate to up/cross sell and contain scope creep.

Collaboration with Cross-Functional Teams:

• Partner with departments like sales, presales, project management, commercial, legal and other delivery functions, to ensure a seamless customer experience.

Key Responsibilities

• Operational & Maintenance (O & M) to deliver Scope & Deliverables
• Service Level Management
• Service life cycle management
• Profitability tracking
• Contract & Contract related Compliance Management with Customer & partners/vendor
• Accounts Health & support to renewals opportunities
• Services Governance – External & Internal
• Stake holder management – External & Internal
• Compliances adherences, Initiatives for Continuous Improvement
• Team/Employee Management & Development
• Business farming as Horizonal growth
• SLA/O achievement without Penalties
• Customer experience – NPS (Net Promoter Score)
• Operation management within budget
• Employees effective utilization & experience, capability enhancement
• Financial controlling & Profitability tracking
• Relevant cost budgeting in Business Case

What you can bring to Orange Business Services-

• 15 years of experience in with strong technical foundation, delivery operations, or a similar role, preferably in the IT services or system integration industry.
• Master's degree in business, Engineering, Computer Science, or related field
• Proven experience leading large, diverse teams and managing complex delivery projects and operation in the Service Integrator business.
• Ability to operate and navigate effectively in an VUCA (Volatile, Uncertain, Complex, Ambiguous) eco-system internally and externally both at a strategic and tactical level to achieve desired outcomes.
• Strong track record in financial management, including budget creation, cost control, driving profitability and financial reporting.
• Experience in both enterprise and public sector service delivery /operation is a plus.
• Familiarity with processes of OEMs like CISCO, HP, Dell etc. especially on RMA/TAC support etc.
• ITIL or similar certifications in service delivery management.
• Outcome Focused, Independent and Resourceful Problem Solver, Effective Communicator & Negotiator, Strong Stakeholder Management.