Customer Service Director

Job Description

About the RoleJob Purpose:Customer dedicated senior leader having overall accountability & responsibility for quality of service, customer satisfaction, service level management, service improvements & enhancements for all implemented Orange insourced and outsourced services on a major multi-national customer. To position service management product offering in response to Customer needs.Key Tasks and Responsibilities:

• To have overall accountability for the quality of any insourced or outsourced services provided to multi-national customer measured against service level agreements
• To ensure full compliance to customized / outsourced Service Management product definition
• To be the customers primary senior point of contact within Orange Business Services, for all escalated service & operational related issues
• To lead management of customer service improvement plans in order to increase customer satisfaction.
• To ensure adequate and timely reports which include measurements against customer SLAs on quality, change and performance of the services provided to the customer.
• Overall ownership of maintaining customer information is current in the relevant databases and repositories.
• To lead regular customer service review meetings at corporate & executive levels both with the customer & internal within Orange
• Implement and lead a vendor management structure for outsourced Services for assigned customer
• To assist in additional service management contract negotiation in parallel with Account Director & customer team where applicable.
• To assist in Service Management RFP solutions and provide pre-sales presentations to customer when required
• To maintain adequate knowledge of Orange products and services.
• Interface with the customer at senior management level on a regular basis and conduct periodic executive service reviews.
• To validate and maintain customer service level agreements for assigned customer where required.
• To assist SM management team in developing service management revenue opportunities on new business.
• To lead the post sales extended customer Service team both local and remote
• Management of service management staff within sub region who are assigned to customer
• To drive improvement plan to mitigate Orange financial impacts due to SLA failure or Major Customer Service disruption

Job Contacts:

• Internal: Service Desks, Sales & Marketing, Project Management, Field Services, Global Services, HR & Local, Regional, Global teams as required.
• External: Customer, Partners & Vendors (Management Levels).

Job Dimensions:

• Incumbent must have in depth knowledge of Orange products and services.
• Incumbent must be capable of providing consultancy services to account team leads and customer at Management level.
• Incumbent must be proactive and provide seasoned advice for both short and long term implications on Service & Operations related issues.
• Incumbent must be able to perform high level presentations both internally & externally.

Candidate Profile:

• Possess a confident and professional image to successfully interface with all aspects of the business.
• Ability to communicate clearly and effectively both one-on-one and to groups in a variety of business situations.
• Strong management skills in accumulation, preparation, interpretation and dissemination of customer technical information and the applicability of all related products & services to address requirements.
• Experience in developing and recommending customer services solutions outside of normal product sets and assessing ability to deliver and cost implications.
• Management & Leadership experience of both local & remote diverse team members within service management.

About YouSkills / Qualifications:

• Degree level or equivalent (Business or Science Degree)
• Service Management Certification (ITIL)
• Project Management Certification desired
• Customer Service and Project & Program Management Experience
• 10-15 years of work experience in customer-facing organization within the Communications / IT services industry
• Vendor management & Consultancy experience
• Budget management and cost controlling experience desired
• Leadership and virtual team management experience
• High level of practiced technical knowledge
• Very strong communication, negotiation, presentation, organisational skills

Additional Information

1. Domestic & International travel may be required at short notice.
2. Working on customer premises at times may also be required.

DepartmentGlobal Delivery & OperationsOrange 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.

Keyskills :
customer service management service level agreements vendor management communication skillsteam leadership program management service level management global delivery project management it services