Customer Service Director

About the role

Overall CSD Responsibilities
* To have overall accountability for the quality of solutions provided to multi-national Customers. (measure service provided against defined Service Level Agreements).
* Increase the value that Orange delivers to a customer, and deliver continual service improvement.
Service Level Management
* 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 if there is no CPD / PM assigned and/or the process is not working smoothly
* 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.
* Present monthly service reviews and Service Improvement Program actions; manage customer expectations; interpret high-level dashboard of all operations to customer (sponsor / service director).
* Provide customer with informed industry benchmarks e.g. Gartner, Telemark; propose service enhancements which continually position Orange Business Services as best in class.
* Proactively review overall service requirements with business users; identify gaps and opportunities, help users articulate needs.
* Help customer up-scope existing contracts; help visualize the enhanced value and assist AGM / ECT 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
* Present monthly high-level dashboard of all operations to Customer Operations Director; highlight trends and value generation opportunities.
* Identify and create Additional Customer Value.
* Continually review efficiency of Orange Business Services processes to ensure delivery of world-class innovative solutions.
* Lead the post sales service managers assigned to the account and ensure all are working together to bring a high level of customer satisfaction.
* Continually develop service improvement actions to identify opportunities to provide additional value to the customer.
* To lead regular Customer service review meetings at Corporate levels.
* 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.
Financial Management
* Perform financial management according to the service sold to the customer. Responsible for service management P&L....
* Peer review monthly customer billing; ensure bill accuracy.
* Accountable for resolution of billing issues and assist AGM in escalated case.
* Ensure billing remains consistent with contract and client expectations.
* To assist CSM Management team in developing Service Management revenue opportunities on new business.

About you

• Degree level or equivalent (Business or Science Degree);


• ITIL intermediate certification is a must


• ‎7-‎10 yrs of work experience in Global Service Transition / Operations; general technical understanding of network-based services


• Customer Service Excellence / face-to-face customer interaction


• Multi-disciplinary experience in customer-facing roles


• Proven track record in managing multiple Service Management teams / third party vendors


• Excellence in project management (performance, risk and cost control); ITIL or Six-Sigma qualification desirable


• Proven leadership skills with virtual teams


• Fluency in English is a must

**Additional information

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Department

Customer Services & Operations

Contract

Regular