Service Delivery Manager - MSI
ref : 555158 | 05 août 2019
date limite de candidature : 01 févr. 2020
Moka Road, Rose Hill, Mauritius - Ile Maurice
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.
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.
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
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
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