Head of Change Management Desk

ref : 555341 | 14 sept. 2019

date limite de candidature : 13 déc. 2019

CityStars, Cairo, Égypte - Egypte

votre rôle

  • Maintains staff by recruiting, selecting, orienting, and training employees
  • Accomplishes staff results by communicating job expectations; planning, monitoring, and appraising job results; coaching, counseling, and disciplining employees; developing, coordinating, and enforcing systems, policies, procedures, and productivity standards.
  • Act as the 1st level of escalations dealing with them on priority
  • Maintains quality service by enforcing quality and customer service standards; analyzing and resolving quality and customer service problems; identifying trends; recommending system improvements.
  • Manage, and mentor direct reports to deliver and implement customer changes, to meet agreed SLA
  • Support the team in ensuring work is managed with the appropriate priority and resources are allocated accordingly
  • Initiate and attend regular meetings with customers, PMs, CSMs and other expert and management teams to define, modify and agree on change service catalogue, SLAs and quality control KPIs
  • Measure, monitor and report quality of right first time and on -time change implementation
  • Setting and monitoring short and long term goals , objectives and KPIs for the team and team members
  • Initiate and/own Service Improvement Plans ( SIP ) initiatives and actions to meet customer expectations based on measured change quality
  • Conduct employee performance reviews in accordance with company policy
  • Lead the technical knowledge, skills enhancement and training plans with the support of the technical experts for the technical knowledge and skills -Concocted one to one meetings for staff appraisals
  • Provided monthly score card with audit in a timely manner
  • Create and manage team's roster to assure continuous work flow 24*7 support

votre profil

le plus de l'offre

Educational Background:

  • B.SC Engineering , Telecommunications or computer science
  • 3-5 years’ experience in telecommunications field and/or change management
  • 2-3 years management experience
  • Fluent in both spoken and written English
  • ITIL foundation certified


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 EG-2019

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