Lead, manage, evolve, and motivate a large organization to provide 24x7
operations support for a major global customer.
Provide both tactical and strategic leadership and evolution of the
organization to ensure operational performance is aligned with contractual
SLAs, CBU, and Operations Director.
Services include all job roles engaged in incident management, change
management, problem management, service management activities for all
operational services (WAN, LAN, UC, etc.). Continue organization evolution in
agile mode, along with fast adjustments to a changing environment and customer
business priorities
Key accountabilities
* Own day-to-day operational performance for "run"/operational activities - Meeting at least 92% of all operational contractual SLAs and improved CSAT rating (and customer perception) and strong customer relationship through continuous contact and quality support.
* Partner with Operations Director to have One Voice to teams and customer - Aligned day-to-day objectives, priorities, and improvement initiatives with the Operations Director
* In conjunction with Operations Director and CBU, drive strategic evolution of operational activity and performance to meet customer and OBS objectives and priorities - Cost effective and efficient organization which is agile and evolves to meet changing business needs
* Leading service integration culture transformation internally together with customer and suppliers. - Agile organization meeting challenges, objectives, and priorities based on contract, budget, and external factors (customer needs, OBS priorities, etc.).
* Advance capabilities as Multi-Service Orchestrator - Continued evolution of mindset of ownership and proactivity, evidenced through improved performance KPIs, customer feedback, and internal OBS service director feedback.
* Develop a learning culture - Demonstrate an ongoing program which consistently focuses on development of technical skills as well as soft skills.Development is integrated into 'culture' or 'DNA' of the organization.
* Undertake any other tasks, which maybe required to meet contractual SLAs,OBS objectives, and administrative management activities, including but not limited to:
* Share Orange and OBS strategic guidelines and inputs with his/her managers and their teams, ensuring strong local and global collaboration and teamwork.
* Manage Disaster Recovery Plans (DRP) and crisis situations whenever applicable.
* Undertake any other reasonable and professional task as required.
* On-Call assumption and Stand-by required.
Dimensions
* Financial - Manage operational SLA penalties within context of objectives with CBU. Ensure compliance with headcount and other budget targets
* People management - Direct management of up to 10 direct reports and 225+ individual contributors within IBO, and matrix management of other CSO operational teams (e.g., ESC voice).
**
Customer Services & Operations
Regular
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