Service Delivery Manager - MSI

ref : 555158 | 05 août 2019

date limite de candidature : 01 févr. 2020

Moka Road, Rose Hill, Mauritius - Ile Maurice

votre rôle

Mission :-

The Service Delivery Manager (SDM)  is responsible for the post-sales lifecycle of one or multiple MSI service desks. This role is accountable for the Quality of Service, Customer satisfaction, cost and scope of the delivered solution.

Purpose :-

Within the department Service Management & Operations, the MSI service desks ensure seamless end-to-end ICT service integration and management for multinational companies to keep control and visibility on the performance of multisourced ICT environment.


We are currently looking for an SDM who will be responsible for the end-to-end delivery model and transversally directs the functions involved in the delivery of the solution, inside and outside SMO and OBS.


The SDM is a key customer facing role

Empowered to transversally lead the delivery of the MultiService Integration value proposition

Governance of the MSI via regular service review meetings between the customer, partners and the internal organization

Responsible for building, running and continuously improving the end-to-end delivery model for MSI  solutions

Participate in the design of new delivery models, as MSI practice consultant, ensuring early engagement with Sales and Pre-sales teams.

leads the following activity domains during the post-sales solution lifecycle: technical domain, service domain and operational domain

directs the functions implementation of the ITIL practices to the MSI, including service operation, service management, continuous improvement and third-parties management

Accountable for the Build to Run handover signoff and internal operational acceptance of new projects

responsible for scope management of the MSI

Acting as the NOC MSI representative in all interaction with Service Providers, building relationship and performance management.

Accountable for MSI Service Improvement Plans implementation towards Head of SMO and oversee Crisis management

Responsible for ensuring the customer satisfaction of the MSI

accountable for the Quality of Service and SLAs

contribute to the cost management of the solution delivery

contribute to revenue growth through up-selling opportunities and organic growth management

Based on the SLA's and the analysis of the reports, He/She ensures that MSI teams guarantee the services delivery as contractually specified

Initiating and leading Continual Improvements, as evolution opportunities are requested from Marketing, Operations and other stakeholders

Identifying, Initiating and leading Continual MSI Efficiency Improvements,  ensuring Benefit realization, resources optimization and risk optimization.

Act as MSI Practice Leader within the teams and in linkage with the market best practices.



votre profil

Knowledge and Abilities

Strong knowledge of IT technology and operations

Expertise in Network Technologies (WAN, Network Optimisation, LAN)

Experience with IT delivery organizations and processes is an advantage

Results oriented

Work in agile mode

Well-versed with ITIL

Leadership, organizational and customer facing skills

Fluent in English & French


Education, Qualifications, and Certifications

Degree/Equivalent experience in Telephony, telecommunications, Engineering, Management fields


ITIL Intermediate and Practitioner level certification

le plus de l'offre


Customer Service and Telecommunications experience, highly desirable

at least 5 years working experience

ITIL, Six sigma, ISO knowledge a plus


Customer Services & Operations

Orange Business Services manages and integrates the complexity of international communications, freeing our customers to focus on the strategic initiatives that drive their business.  Our extensive experience and knowledge in global communication solutions, together with our understanding of multinational business and local support in 166 countries and territories, ensure that our customers receive a consistent, global solution wherever they do business.



Orange Business Services

top employer MU-2019

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