Regular - Process Program Manager – Customer Support
Process Program Manager – Customer Support
ref :573875 | 08 Nov 2023
apply before : 06 Feb 2024
CityStars, Cairo, Égypte - Egypt
Alternative location :
about the role
Owns the service desk presales activity working with Presales & CiS/SDL to gain an in-depth understanding of the new business requirements. Accountable for identifying the most operationally effective and cost-efficient model that is aligned to future strategy of Service operations; encompassing Incident, Change and Problem. Advanced Service Design skills (Subject Matter Expert) for operational models, processes and tools. Strong negotiation skills to handle high-cost pressure from Sales requiring clear justification for costs calculated. Accountable for accurate estimation of costing and limiting risk to profitability. Identifies Service Desk training needs to support the new business. Clearly documents Service Desk bid response and requirements within the agreed timelines. Model must be profitable, efficient and in line with operational policies and procedures. Maintains business interfaces globally, by responding to all non-standard business opportunities in a consistent manner. Strong capability to detect opportunities for improvement and build cross-functional processes for a seamless Run model. Defines and manages a solid communication strategy in order to consistently deliver, develop and improve the existing processes, procedures and interlocks according to the business needs Serve as Service Operations point of contact for escalations related to scope creep or deviation from agreed support model, workload correction & funding, right complexity assignment for productivity calculations Raises any areas of improvement with Presales & CiS interlock and internal team for Bid Support. Support improvement initiatives as required. Owns and manages the operational readiness of service desks to support new business, this includes new customized process design and identifying and ensuring tool and training requirements. Manages the implementation of customized solutions into the Service Desks and Incident management teams. Tasks to include designing customized processes and procedures and agreeing with all teams involved, ensuring data load in tools, identifying training requirements and facilitating the delivery of training to the desk and incident management teams, signing off on operational readiness. Monitors the success of the implementation. If process gaps or issues are identified work with the relevant contacts to resolve. Leads continuous improvement initiatives, detecting or capturing gaps or challenges from a broad scope of inputs, coming from exchanges with different entities transversally and/or customer feedback. When required, is ready to answer customer's inquiries directly. Lead, coordinate, or support transformation projects by detecting improvement opportunities from local or cross-functional interaction, observation and follow-up of improvement methodologies. Arbitrates differences or conflicts based on process and interlock documents to support the implementation of Service Improvement Plans within own domain or cross-functional. Performs roles such as operations process leader, subject matter expert, action owner, negotiator, approver Effectively manages and analyzes to understand the specific challenges faced by the operations and make decision accordingly.
about you
Able to communicate with all levels of management
Strong documentation and presentation skills (Microsoft Office)
Strong teamwork and interpersonal skills (locally and remotely)
Self-starter with the ability to work independently and remotely
Sound judgment and decision making
Ability to excel with multiple projects or tasks
Strong investigative and Problem-Solving skills
Good Negotiation Skills
College degree or equivalent
ITIL V4
Certification in Project management is a plus
Experience in Service Operations or similar
Experience in process design or process improvement
Project management experience is a plus
Experience of working in a virtual team
Experience of working in a global position
additional information
The benefits of being Orange
Orange Business Services was certified as one of the best companies to work by the Great Place to Work Institute from 2012 to 2015. Since 2016, Orange has been awarded as the Top Employer Brazil. The comprehensive independent research revealed that the Company provides excellent employee conditions, nurtures and develops talent throughout all levels of the organization, and has demonstrated its leadership status in the HR environment, always striving to optimize its employment practices and to develop its employees. And since 2015, Brazil has been recognized by the Gender Equality & Diversity for European and International Standard Certification.
Because Orange Business Services hires the best people, we work hard to provide benefits that make their lives better, so we offer a comprehensive benefit program which features:
- meal allowance
- transportation allowance
- life insurance
- medical plan
- dental plan
- birth benefit
contract
Regular
Only your skills matter
Regardless of your age, gender, origin, religion, sexual orientation, neuroatypia, disability or appearance, we encourage diversity within our teams because it is a strength for the collective and a vector of innovation. Orange Group is a disabled-friendly company: don't hesitate to tell us about your specific needs.
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