Customer Service Director

**About the role**:
Job 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 customer’s 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 SLA’s 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 assisgned 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
- 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 you**:
Skills / 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, organisation skills

**Additional information**:

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

**Department**:
Customer Services & Operations

**Contract**:
Regular