About the role
The Customer Service Director is accountable for the provision of day-to-day coordinated delivery of agreed contractual solutions and services for a given customer. This includes the following:
overall responsibility for the quality of service and customer satisfaction for all implemented Orange Business Services in-sourced and outsourced services and solutions
accountable for accuracy of billing for services delivered
proactively identify and scope opportunities for service enhancement providing customer cost reductions and greater value generation
to position Service Management product offering in response to Customer needs
To be the Customer’s primary senior point of contact within Orange, for all escalated Service-related issues.
Ensure full compliance of agreed solutions and services to meet customer needs; proactive monitoring of agreed Service levels in order to deliver exceptional service and acknowledged customer value; focus on beating the target.
Engagement in organic growth orders / upgrades
Ensure customer sees and feels Orange Business Services delivery as a seamless team irrespective of internal / third party structures.
Identify and mitigate risks (failure or delay); ensure appropriate levels of business contingency / continuity are in place.
Lead Service Improvement Program; manage customer expectations; interpret high-level dashboard of all operations to customer (sponsor / service director).
Help customer up-scope existing contracts; help visualize the enhanced value and assist CBU / ECT to build the business case / sales presentations.
To ensure availability of adequate and timely reports which include measurements against Customer SLAs on Quality, Change and Performance of the services provided to the Customer.
Win trusted status as the extended member of customer’s service team.
Optimize operational processes to match economic balance between Orange Business Services industrialized processes (factory deliverables) and customized requirements.
Lead the post sales service managers assigned to the account and ensure all are working together to bring a high level of customer
To assist in Service Management Contract negotiation in parallel with Account Manager/Director where requested.
To assist in RFP solutions and provide pre-sales presentations to customers when required.
Interface with the customer at Senior Management level on a regular basis and conduct periodic executive service reviews.
To assist CSM Management team in developing Service Management revenue opportunities on new business.
About you
Skills:
Language Skills: English fluent (spoken & verbal)
Technical Skills: good knowledge of Network, IT Services, Mobility, Voice and/or integration solutions and technologies
Soft Skills: good communication, negotiation, presentation, organization skills
Can work well under pressure and can handle escalations calmly and competently.
Proactive, can-do attitude
Diplomacy, tact and multi-cultural awareness
Tenacity and persistence