IOT Customer Service and Project Manager
ref :584377 | 05 juin 2025
date limite de candidature : 03 sept. 2025
- Moka Road, Rose Hill, Mauritius - Ile Maurice
votre rôle
Role Purpose
As a Customer Service Manager (CSM) dedicated to IoT and Mobility projects, you will play a dual role: ensuring a high-quality service experience for key customers and managing project-based activities related to IoT solutions and operational deployments. You will coordinate service delivery, oversee project implementation tasks, and work cross-functionally to ensure continuous improvement and customer satisfaction.
Key Responsibilities
- Act as the primary operational contact for assigned customers within the IoT and operations domain.
- Manage the overall in-life customer experience and service quality.
- Drive and monitor Continuous Service Improvement (CSI) initiatives and lead SIP actions.
- Support and lead project management activities linked to IoT deployment or operational migrations (planning, milestones, stakeholder coordination).
- Work with internal teams to track delivery progress, risks, and dependencies on IoT-related services.
- Ensure service performance reporting and KPI tracking are aligned with SLAs.
- Collaborate with technical teams to address chronic incidents or systemic service issues.
- Maintain updated documentation using internal tools (SDP, SIP, MSS, etc.).
- Participate in revenue protection by identifying retention risks and cost-saving measures.
- Proactively raise upsell or cross-sell opportunities for IoT/OPS products with the account team.
votre profil
Required Expertise
- Strong knowledge of IoT ecosystems and operational delivery.
- Good project management skills; certification (Prince2, PMP or equivalent) preferred.
- Familiarity with ITIL v4 and service lifecycle management.
- Analytical skills to monitor service trends and escalate accordingly.
- Ability to lead customer meetings and represent service commitments clearly.
Core Competencies
- Strong communication and coordination skills.
- Customer-centric mindset with a focus on issue resolution and proactive service.
- Experience with cross-functional project leadership.
le plus de l'offre
- Global opportunities: Work in multi-national teams with the opportunity to collaborate with colleagues and customers from all over the world
- Flexible work environment: Flexible working hours and possibility to combine work from office and home (hybrid ways of working)
- Professional development: training programs and upskilling/re-skilling opportunities
- Career growth: Internal growth and mobility opportunities within Orange
- Caring and daring culture: health and well-being programs and benefits, diversity & inclusion initiatives, CSR and employee connect events
- Reward programs: Employee Referral Program, Change Maker Awards
entité
Global Delivery & Operations
Orange Business 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
contrat
CDI
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