Service Delivery Manager

at  Orange

SOME HIGHLIGHTS

• Being part of an international company yet with local presence
• Build a safer digital society together with us

THE SUCCESSFUL CANDIDATE MUST POSSESS THE FOLLOWING QUALITIES/EXPERIENCE:

• A strong passion for customer service and excellence
• Ability to work under pressure
• An attention to detail and meticulous planning and execution
• Report writing and analysis of KPI to enhance service delivery and staff performance
• Ability to gain consensus amongst disparate teams
• High levels of empathy and a strong customer support mentality
• Highly intelligent and fast learner
• Enthusiasm and professionalism
• Service Improvement - Initiate and deliver service improvements against service metrics
• Ability to own issues from beginning to a successful resolution
• Self-confidence
• Good communication and presentation skills
• Must work and integrate well within a team to ensure that SLAs and KPI’s are met.
• Excellent communications with 3rd parties, vendors and senior managers
• Flexible and resilient nature
• Ability to work with minimal direction and oversight

THE FOLLOWING ARE HIGHLY DESIRABLE TECHNICAL SKILLS:

• Good understanding of network and security technologies
• Project Management certification, i.e. Prince 2
• ITIL certification
• Good understanding of the typical enterprise customer security and network solutions
• Familiarity with the major vendors in network security
• Understanding and experience of data manipulation and reporting tools

THE KEY MEASURES OF SUCCESS FOR THIS ROLE ARE:

• Operational excellence and efficiency in delivery of professional services, customer support and managed services
• Driving the customer satisfaction within the delivery of professional services, customer support and managed services
• Promoting overall customer health and in turn customer retention

THE KEY RESPONSIBILITIES AND DELIVERABLES ARE:

• Accurate reporting of key performance indicators to the senior management team for customer satisfaction, deliverables etc.
• Liaises with customers on Service Level Agreements (SLA’s)
• Point of escalation and contact internally and externally for service delivery issues
• Management and ownership for all priority 1 service issues
• Ensures that operational methods and procedures are documented, maintained and reviewed regularly to maintain effectiveness
• Leading service review meetings with key customers
• Proposes service improvements based on analysis of metrics and satisfaction surveys
• Providing management dashboard and reporting to the Head of PMO
• Leading standardized onboarding projects regarding managed security services (MSS) supported by the MSS coordination team
• Coordination of infrastructure projects