Orange recrute  01 Service Life-cycle Manager – Voice Services

Service Life-cycle Manager – Voice Services

Ref : 564984 | 27 sept. 2021

Date limite de candidature : 26 déc. 2021

CityStars, Cairo, Égypte – Egypte

Votre rôle

Like the Product Manager, the SLM, he/she is a subject matter expert for the services he/she is responsible for.

As part of the continuous improvement of services, he/she is responsible for:

Taking responsibility for a service right after handover from the Service Implementaton Expert (SIE) which takes place prior the service commercial launch. The SLM takes over the process, procedures and training around the new service offerings or their evolution

Analysing the performance indicators of the Services Weather Reports

Participating to pilot phases by supporting Operations during services launches

Initiating and conducting service improvement project called SIP (Service Improvement Plan) following a request of evolution from Marketing or Operations

Contributing to the Problem Management related to processes and tools

Contributing with the Product Manager to the performance review of the offer

Keeping up-to-date the « Service Transition  » and « Service Operation » process / tools documentation

Building and adapting the training materials and delivering training sessions to people supporting the operational teams

Contributing to the monitoring of the « Business Cases » under the responsibility of Marketing

Participating to the pruning of the services portfolio

Activités

The SLM is in charge of the following activities :

For Product/Service development :

Follows the handover methodology

take over processes and procedures of new service offerings or their evolution

Identifies any restrictions

If necessary, participates in acceptance tests with the SIE

Completes the Service Identity Card with the SIE

Identifies service improvement opportunities

For Service improvement projects :

Initializes service improvement projects following request from Marketing or from Operations

Limits the scope of the project and define objectives, planning, load, risks, earnings, external players

Records progress of the project in the CSI (Continual Service Improvement) portal and

be able to present it during the service lifecycle reviews

For Problem Management :

Takes in charge problems identified by Operations

Analyses the problems

Elaborates workaround and target solution with relevant stakeholders

Reports on-going problem status on a monthly basis

For Documentation maintenance :

Consolidates documentation management related to the end-to-end service framework (ST,SO)

Modifies support documentation whenever process or tools evolution happens

Enhances documentation in continuous improvement along with business operation needs

Votre profil

The SLM role requires ability to anticipate business needs, bring ideas and be in position to appreciate major stakes for OBS.

He/She will demonstrate a high level of autonomy, being able to take initiatives and also organize working groups with various stakeholders in project mode frameworks.

Ability to understand complex services and identify manageable sub-components

Good Technical and IT knowledge in Telecom environment

Team spirit oriented and communication skills in multicultural environments

Fluent English .

French is a Big Plus

Good Voice Services knowledge and experience

A good knowledge of Orange Business Services process and tools will be appreciated.

Le plus de l’offre

Job position context

As part of Customer Service and Operations (CSO), the Performance & Process Management entity (PPM) has the responsibility, for the French and International enterprise markets, to manage the creation and evolution of business processes as well as the tools strategy in the framework of services development and business and IT transformation projects.

PPM guarantees the operational efficiency and quality of experience of its customers.

SLM missions

The SLM intervenes upstream and downstream of service development projects for which the purpose is to design, develop and deploy new products or product evolutions.

He/she ensures the work instructions used by the operational entities are up-to-date. The following processes are within his/her scope:

Commercial Ordering

Service Transition

Service Operation including Customer Service

Billing

He/she contributes to the evolution of Orange Business Services offers by :

Meeting the market needs

Optimizing the operational

Entité

Customer Services & Operations

Contrat

CDI