To have overall accountability for the quality of any insourced or outsourced services provided to multi-national customer measured against service level agreements
To ensure full compliance to customized / outsourced Service Management product definition
To be the customer’s primary senior point of contact within Orange Business Services, for all escalated service & operational related issues
To lead management of customer service improvement plans in order to increase customer satisfaction.
To ensure adequate and timely reports which include measurements against customer SLA’s on quality, change and performance of the services provided to the customer.
Overall ownership of maintaining customer information is current in the relevant databases and repositories.
To lead regular customer service review meetings at corporate & executive levels both with the customer & internal within Orange
Implement and lead a vendor management structure for outsourced Services for assigned customer
To assist in additional service management contract negotiation in parallel with Account Director & customer team where applicable.
To assist in Service Management RFP solutions and provide pre-sales presentations to customer when required
To maintain adequate knowledge of Orange products and services.
Interface with the customer at senior management level on a regular basis and conduct periodic executive service reviews.
To validate and maintain customer service level agreements for assigned customer where required.
To assist SM management team in developing service management revenue opportunities on new business.
To lead the post sales extended customer Service team both local and remote
Management of service management staff within sub region who are assigned to customer
To drive improvement plan to mitigate Orange financial impacts due to SLA failure or Major Customer Service disruption

Customer Service Director

Job Description

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