Customer Service Manager
Orange Business Services
Gurugram, India
5d ago

about the role

To have overall accountability for the Quality of solutions provided to multinational Customers. (measure service provided against defined Service Level Agreements)

Service Level Management

  • Prepare and publish Program Plan (including Program Structure / Roadmap / Governance Matrix) of Customer Service Strategy;
  • ensure all internal and external stakeholders agree and understand roles and responsibilities

    Ensure full compliance of agreed solutions and services to meet customer needs; proactive monitoring of agreed SLAs in order to deliver exceptional service and acknowledged customer value; focus on beating the target

    Ensure successful program management through coordinated management of a portfolio of projects / activities

  • Ensure customer sees and feels Orange Business Services delivery as a seamless team irrespective of internal / third party structures;
  • manage Account resource per service

    Identify and mitigate risks (failure or delay); ensure appropriate levels of business contingency / continuity are in place.

    Present monthly service reviews and Service Improvement Program actions; manage customer expectations; interpret high level dashboard of all operations to customer (sponsor / service director)

    Provide customer with informed industry benchmarks e.g. Gartner, Telemark; propose service enhancements which continually position Orange Business Services as best in class

    Proactively review overall service requirements with business users; identify gaps and opportunities, help users articulate needs

    Help customer upscale existing contracts; help visualize the enhanced value and assist AGM / ECT build the business case / sales presentations

    Develop innovative proposals e.g. new platforms to maximize the customer business strategy

    Present monthly high level dashboard of all operations to Customer Operations Director; highlight trends and value generation opportunities

    Win trusted status as the extended member of customer’s service team

    Prepare, monitor and advise on Customer Performance Scorecard

    Identify and create Additional Customer Value

    Continually review efficiency of Orange Business Services processes to ensure delivery of world-class innovative solutions

    Optimize operational processes to match economic balance between Orange Business Services industrialized processes (factory deliverables) and customized requirements

    Contribute thought leadership to Orange Business Services’ Centre of Excellence of customer / industry requirements to ensure Orange Business Services leads the market

    Change Management

    Manage in / out of scope requests and agreeing any change / release management (CM)

    Financial Management

    Financial management of the Services P&L

    Peer review monthly customer billing; ensure bill accuracy

    Accountable for resolution of billing issues and assist AGM in escalated case

    Ensure billing remains consistent with contract and client expectations no surprises

    about you

  • Customer Service and Service Management Experience
  • 6 to 9 years of experience with at least 3-4 yrs of work experience in customer-facing organizations within the telecom or IT industry
  • Virtual team management experience
  • Good level of practiced technical knowledge of Networks, Voice, Security etc with market understanding
  • Language Skills : English (if not mother tongue, fluent written and verbal), local language
  • Bachelor of Engineering / Diploma in Information Tech will be preferred
  • Technical Skills : good knowledge of Network, IT Services, Security (Palo Alto - Nextgen), Mobility, Voice and / or integration solutions and technologies, CCNA - Voice, CCIP
  • Soft Skills : good communication, negotiation, presentation, organization skills
  • Is fully empowered to coordinator of all entities involved in technical performance of our solutions
  • Can work independently, shows initiative and proactivity
  • Can work well under pressure and can handle escalations calmly and competently.
  • Sound knowledge of IT Infrastructure Library concepts - ( ITIL-foundation) certification.
  • additional information

  • Need to perform Customized reporting.
  • Global / Multinational Service Management experience preferred.
  • department

    Customer Services & Operations


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