Head of Local Delivery Management

Job Purpose:

To lead the team of service implementation staff to manage the delivery of
customers RFCs on time and right first time meeting all constrains (
resources, quality, cost, time,…)

Key Tasks and Responsibilities:

Manage and develop resources and team members to perform efficiently and
effectively.
Provide strong leadership to the staff members in order to be able to manage
their performance
Monitor and measure the KPI of the team and ensure delivery of all RFCs as per
the agreed SLA with the customer
Act an escalation point in service transition.
Recruitment of team members.
Manage the service improvement plan related to the team.
Represents the team in the customer meeting & service reviews.
Define clear SMART goals, objectives and career development plans to all team
members, and responsible for the team performance management.
Contribute to the "Service Transition process & procedure improvements" to
increase the team's productivity and lower the number of incoming escalations
within his/her team.
Schedule staff training, leaves requests, rosters and fulfill overall staff
administrative requirements.
Auditing the team member's performance and quality of work in order to enhance
the global management performance for the team.
Coach the team to assess, develop & plan implementation schedules to ensure
the best service quality offered.
Assist the team to overcome day to day work problems or complications that
might arise.
Ensure that the team is well equipped with all basic knowledge & technical
skills required needed to perform tasks assigned
Ensure that the team meets or exceeds the targets set by the management with
regards to:
Customer Satisfaction
Lead-time to deliver
TDD/CDD (Target/Committed Delivery Date) and LTC (Lead Time to Connect)
Overdue Orders
Quality
Ensure that process & procedures are well developed & properly communicated to
the staff members
Ensure that all processes, procedures applied

Ensure that proactive Order Management of the team work to reduce escalations
and performance issues.
Undertakes other similar or related tasks as signed by departmental
management.
Key Accountabilities:

Communications Management:
Internal and external communications and management reporting.
Provided visibility into the status and progress of activities and
dependencies across the organization.
Risk ManagementEnsure early capture of risks and preparation of mitigation
plan
Decision Making, Authority:
Full accountability for all elements within the team.
Works autonomously to ensure service implementation within committed
timeframes and meeting major milestones
Demonstrates initiative in proactively identifying and resolving problems that
can potentially jeopardize team performance.
Escalation Authority empowered to escalate to higher levels of management
Job Contacts:

Within Orange Business Services:
Customer Implementation Management entities
Order Delivery Manager
Bundle Delivery Manager
Field Services
Carrier vendor management
Sourcing
Supply chain management
Project Management
TIM teams
Outside Orange Business Services:
Local Customer
Partners & vendors
Carriers & ASPs
HQ customer
Customers project managers.
Job Dimensions:

People management: Leader coordinating / managing a number of individuals in
support of an account. Provide day-to-day guidance and mentoring to new and
existing staff. Manage project specific teams as required
Financials: the team manager is committed to control expenditures improve
profitablity and meet project budget

about you

Candidate Profile:

Skills / Qualifications:
For the Detailed Skills and Abilities required and their proficiency level,
please refer to the Service Implementation Competency Matrix

Knowledge & Abilities:
Communicate, organize face to face customer meeting
Manage a team with different profiles and specific skills
Understand network architecture and components
Critical Required skills :
Fluent English
Computer Skills (MS office, MS project, MiniTab…)
Excellent Project Management Skills
Simplicity, Agility, Flexibility, Adaptability and Autonomous
Results Driven
Customer Service Orientation
Knowledge & Development
Team working & Networking
Decision Making
Integrity/Honesty
Prioritization, Balance & time management
Problem Solving
Multi Cultural understanding (diversity)
Communication (Oral, Written) & Networking Skills
Negotiation Skills
Organizational Skills (Planning & coordination)
Relationship Building / Management
Orange Values and Do's
Mandatory required skills :
Fluent second language
Finance planning / management
Process management
Problem management
Creativity & Initiative
Decision Making
Integrity/Honesty
Prioritization, Balance & time management
Presentation skills (Oral and Written)
Problem Solving
Leadership
Matrix management
Conflict management
Emotional intelligence
Performance Management
Empowerment and delegation
Interviewing & recruitment
Service Delivery Provisioning Tools (Fileade, OPAS, SESAM, MachX…)
Standard Network Services (IPVPN, Ethernet,)
New Network Services (SDWAN, VMS,..)
Project Management
Network Engineering
Reporting
Global Effectiveness
Creativity & Initiative
Decision Making
Prioritization, Balance & time management
Organizational Skills (Planning & coordination)
Relationship Building / Management
Presentation skills (Oral and Written)

Desirable skills :
Technical Job related Certificates (CCNA, CCNP, Avaya, Technical related)
Previous position OBS/FT Group/knowledge of company culture, applications and
process
Int. Service Delivery Commercial Tools (GOLD, Qouto...)
Service Delivery Provisioning Tools (Fileade, OPAS, SESAM, MachX…)
Education , qualifications , and certifications:
Degree/Equivalent in telecommunications field
A degree or diploma or Project Management Institute (PMI) certification or
equivalent ( Desirable )

additional information

Experience:
‎3 to ‎7 years experience in delivery management of service towards multi-
national corporations (Desirable )
Solid understanding of Orange Business Services solutions (Desirable )
Extensive expertise of Orange Business Services tools and systems (Desirable )
Understanding of corporate governance within complex organizations (Desirable
)

department

Customer Services & Operations

contract

Regular