Customer Asset Data Manager

1 month ago

Gurugram, India Orange Business Services Full time

about the role

The Customer Asset & Data Manager (CADM) is accountable and responsible for managing the customer asset and data information on a customer solution through the lifecycle of the customer contract. It is a customer-facing role. The CADM is the responsible SPOC in front of the customer for all aspects of management of the customer’s assets and data. The CADM Manager is supported by the CADM Practice.

The CADM role is a key role in the successful management of Orange’s large complex customers.

Activities:

During the Build phase, the CADM Manager is responsible for the following activities:

Establish and validate Customer Data Inventory baseline, for all services (hardware and software). Bridge Orange Business and Customer on data model; Ensure comprehensive documentation that summarizes the key data definitions and data processing, for both customer and Orange. Define data Governance model between customer and Orange, covering the lifecycle of the contract. Ensure an agreed data integrity SLA is established with the customer, covering the build and the run phase. Ensure the agreed data model is applied across the full scope of the contract at build phase, working with lead project managers of the different project towers. Lead data management for Discovery and Transition; Oversee Discovery actions and be the voice of the customer. Oversee and coordinate Data Inventory upload into Orange Tools, for all services. Ensure definition of Organic Growth / MACD process, tools, data flows, for all services. Ensure definition and data model for Customer Catalogue. Ensure correct data model and effective digital process/tool for Site Survey Data Capture. Ensure correct data model for the CMDB (reference database for the customer – assume SNOW) infrastructure, working with Solution/Technical Consultant. Manage the approach for integration with Vendors or Suppliers or 3rd parties CMDBs as required, including CI exchange and reconciliation rules. Lead Data Management for the Transformation project phase. Lead data management for the HOTO phase.

During the Run phase, the CADM Manager is responsible for the following activities:

Produce contractual Customer Reporting for Data Quality/Integrity SLA. Lead remediation actions. Manage current and historical state of the CIs (Configuration Items) (including decommissioned sites). Identify and record all commercial ordering information, all technical elements including device, vendors and SLAs details, and all software and license elements included in the contract required to ensure operational implementation and support. Manage software. Ensure all software and licenses are assigned to the correct account. Identify new assets (hardware/software) and Configuration Items to declare, and their categorization (triggered by MACD /Organic growth). Track upcoming contract renewals with vendors and carriers. Ensure correct Data for Reporting for Billing. Conduct regular audits on CMDB (SNOW) and the complete asset inventory. Lead remediation actions. Produce regular reporting, internal and for customer, on the customer assets and on CADM activities performed for the customer. Identify which assets could be optimized (e.g an assessment on used/unused WAN/LAN Ports, Application bandwidth consumption, etc). Act as the main contact for people (Customer, QO, COCM, PM, CSM and Service Providers) involved in the delivery of the process, for queries and issues within the CADM scope Manage the relationship and set up good governance with stakeholders (Customer, MSI Desk, GSI TDT and GSAT or Tools owners) to be able to operate the end-to-end Service Asset lifecycle. Be the Customer's SPOC for all aspects of management of the customer's assets. 

about you

10+ years experience including 5 years in Customer Service Management / Data Management / Asset Management / Project Management. Strong Data Management Skills – advanced Excel, comparison of large data sets, anomaly reports tracking, Versioning management, Scripting skills eg Python, awk, as well as PowerBI skills are a plus. Data Management / Asset Management knowledge and experience. Customer Facing skills – Customer Service, Customer relationship management. A good knowledge of Orange Business processes and tools (Gold, Salto, CIS, GINI, Marine, Oceane, FLIP, LOIS, SNOW ecosystem, monitoring tools, Federated Inventory). A good knowledge of Orange Business products and services, in particular, Connectivity (LAN, WAN), Security, Cloud. Experience with working across a multi-supplier environment is a plus. He/She will demonstrate a high level of autonomy, is able to take initiatives and to organize transversal working groups with various stakeholders in project mode frameworks. Transversal Teamwork oriented with strong communication skills in multicultural environments. Methodical approach with high attention to details. Fluent English reading and writing. French a plus. Certifications : ITIL 4 (IT Asset Management; Service Configuration Management), SIAM (Service Integration And Management).

additional information

Work in a multi-cultural and transversal environment, interacting with a large diversity of actors, experts and stakeholders: Customer, PM, CSM, Account team, SIE/SLM, CADM Practice. Also, Service Providers, GSAT, Tools owners, among others.

Global/Multinational Service Management experience preferred.


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

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