About the role
The Team Lead Technical Design Team is responsible for ensuring the team works towards transferring customers’ requirements into a solution based on Oranges’ products and services.
For all installed customer base, the team should act as owner of technical design from concept through quotation to subsequent ordering and implementation, including technical validation of all associated customer deliverables.
Team Lead TDT should contribute towards overall improvement of customer experience such as First Lead Time to Quote (FLTQ) and deligery times (NS#3) by ensuring the team performs on-
time & first time right technical validation of all assigned Quoto and GOLD orders.
Team Lead TDT is responsible for Quoto & Order queue management, escalation management and resource allocation in a proactive manner
key result / decision areas (outcomes)
Timely and high quality completion of the Quote to Order process steps under TDT responsibility
Ensure all TDT steps are completed within defined target timelines
Ensure proactive follw up on process steps and elimination of blocking points to support uninterrupted quote and order flow
Maintain standard and customer specific checklists for quality control
Establish other quality control mechanisms
Outstanding Customer Experience
Proactively anticipate customer requirements, deliver to meet or exceed expectations
Facilitates development of a performing team
Challenges others to develop as leaders while serving as a role model
Develop and implement engagement initiatives to maintain team's morale and motivation
Possesses in-depth knowledge of the QTB processes and tools especially the steps related to TDT activity (technical design and validation)
Promotes and coordinates knowledge harvesting within the team & organization
Training & Development
Identify, record, plan and administer the training requirements of the team
Facilitate in Resource management : Hiring, turn-over, training, performance appraisal and career path management in collaboration with Team Manager
Build & nurture transversal relationship across the Organization to foster a collaborative environment
Facilitate delivery of the defined performance KPIs and profitability targets
Productivity & Efficiency
Efficient resource management with an eye on productivity & cost through automation scripts.
Managing & Comminicating Change
Managing & communicating change based on creative / innovative thinking driven by changing customer / business requirements
Applies significant knowledge of industry trends and developments, best practices, implements effective continual improvement solutions
Creates and executes development plans and revises as appropriate to meet changing needs and requirements.
Analyze performance, debrief with the team and implement improvement plans as required.
Process Compliance & Adherence
Monitor the roll-out and compliance of the defined processes, procedures and audit the adherence to standards.
1st point of contact for managing escalations with regard to any technical or procedural issues for TDT.
Act as backup for Team Manager
During absence of Team Manager own key responsibilities to ensure business continuity.
Any other duties as required by Head Of Business
knowledge and abilities
Excellent customer service skills
Sound knowledge and understanding of all the Products & Services offered by Orange
Excellent understanding of TDT tools and processes
Broader understanding of telecommunications protocols and technologies
Exemplary people and change management skills
Ability to build relationships with peer and management levels both, with clients and the company management
Excellent interpersonal skills.
Good time management, organizational and communication skills
Ability to work under pressure and deal with multiple tasks.
Self-Management, Decision-making and Customer Oriented Attitude
Problem solving skills.
Leadership and Matrix Management
Good Project and Business Management skills
Minimum 8 years experience in telecommunications / service provider arena
Minimum 2 years in people management (Desireable) should coach the team members and help them toresolve the issues. Make them self efficient.
Orange Business Services 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.