Global Service Manager -AL

at  Orange Business

VOTRE RÔLE

The Service Delivery Manager’s primary responsibility is to be the dedicated liaison concerning services and support to a specific customer. This requires detailed up-to-date knowledge about available documentation, service status, delivered reports, ongoing projects, events, contracts, SLA and upcoming changes or consultancy. Key responsibilities include acting as the link and gatekeeper between the customer and relevant internal roles and functions of Orange Business. Another important task for the Service Delivery Manager is to coordinate information requirements and any inquiries the customer has concerning service delivery and support. The Service Delivery Manager is responsible to ensure quality of service and to work proactively on continuous improvement of the service per customer feedback.
The long-term goals for the Service Delivery Manager are to make sure that the services Orange Business offers to the customer match the customer expectations, add value and help position Orange Business as the preferred partner for future investments.
Key Responsibilities:
You manage a strong relationship with different teams (SOC, NOC, CSIRT, etc..). This includes, among others, organizing monthly / quarterly service meetings, remotely, coordinating the information requirements between the customer and different teams.
Keeping processes and documentation up to date like managing important documentation for delivering the service, maintaining customer portal information concerning service delivery and acting wherever necessary.
Assist the Global Service Manager in the technical design and setup of the Dedicated NSOC in MSC IOO (Mauritius and Madagascar), Malaysia and Brazil.
Act as a backup for the Global Service Manager on specific governance.
Work closely and assist with the Global Service Manager where needed for the smooth transition and migration of activities to orange.
Lead Transversal Activities with its team and/or contribute to global initiatives in the security domain (work closely with peer managers in other countries to identify/implement process changes, improvements and efficiencies, and ensure solid security practices)
Work closely with IT, network, and security teams to ensure a cohesive approach to network and information security.
Assist the Global Service Manager in devising strategies so that communication is fluide for all teams members in different part of the world (FTS - Follow The Sun, Mauritius, Madagascar, France, Malaysia and Brazil)
Establish key performance indicators (KPIs) and metrics to measure the effectiveness and efficiency of Dedicated NSOC operations.
Provide regular reports to senior management on Dedicated NSOC activities, incident trends, workforce and security posture.
Use data-driven insights to inform decision-making and strategic planning.

VOTRE PROFIL

• Ideally, we are looking for a candidate with min 3-5 years of relevant experience managing large customers with a focus on governance.
• You have extremely good communication skills (written and spoken) good knowledge in English & French.
• Customer oriented and stress resistant are your core qualities.
• You are solution-driven and able to bring people together in tough times.
• You demonstrate a positive and energetic drive to solve complex issues.

Please refer the Job description for details