Head of LDM & ODM Teams

About the role

Operational Implementation Management of Network Services in line with the
guidelines and targets from CSO Global Process Owners and management.
Management of the ODM/LDM teams in Cairo for Europe
Share OBS strategic guidelines and inputs with his/her managers and their
teams
Propose and provide service enhancements and solutions where needed to improve
the solutions and the service quality delivered by CSO
People:
Manage day to day operations for OTB processes (for ODM/LDM), staff and line
managers.
Review resourcing requirements on a regular basis to optimize efficiency,
improve productivity and ensure compliance to budget.
Develop technical skills and competency of resources to match both current and
future customer delivery requirements.
Motivate teams to deliver best in class quality services to our customers and
driving towards excellence in customer satisfaction.
Ensure appropriate levels of monitoring of all resources and performance are
set.
Customer:
Own customers Projects/Orders and act on the implementation of services per
the contractual delivery targets.
Represent the OTB (ODM/LDM) at required customers meetings, service reviews
and act as focal point during customers visits.
Act as management escalation contact for customer queries.
Communicates and manages expectations of the Customer during the service
implementation.
Develop strong relationship with the main stakeholders and customers.
Own service improvement plans (SIP) to ensure execution till customer
satisfaction.
Operational:
Analyzes and reviews service delivery performance against the KPIs.
Agree and initiate appropriate actions to maintain and improve performance.
Develop guidelines for specific work activities for each team and develop team
targets.
Escalate to our Carriers/suppliers orders not meeting SLAs with coordination
with Carrier Vendor and supply chain management.
Work with Change and Release Management Team to evaluate all Changes, to
establish the effect on capacity and performance.
Ensure monitoring of escalation procedures and escalation management.
Support and work with Service Operations to ensure the appropriate actions are
being taken for smooth hand over to operations.
Leadership & General:
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 may be required.

About you

Fluent English (French and / or other foreign languages is a plus)
Excellent interpersonal, team-build and communication skills
Excellent Leadership skills
Good exposure to an international, multi-cultural environment.
Team Building Skills
Conflict Resolution
Ability to deal with different cultures and behaviors
Decision-Making techniques
Excellent Presentation skills
Proactive, self-motivated and determined attitude
Strategically focused and customer oriented
Excellent understanding and experience of BUILD operations and QTB processes.
PMP Certification (or equivalent) is a plus
Proactive, self-motivated and determined attitude.

Additional information

Educational background:
Computer, Comm., or Electronics B. Eng, B.Sc. or B.A/MIS degree.
Business & management studies (Service/Operation management, project
management, process lean management, ITIL Foundation, etc...) are a plus.
Management Diploma or MBA is a plus.
Professional Experience:
At least ‎2-‎5 years of management/leadership experience.
At least ‎3 years of Delivery/OTB operations and/or NS technical experience.

Department

Global Delivery & Operations

Contract

Regular