TM Practice Global Program Manager TM-Tools

mission & role purpose

The Technical Management Practice Team (respectively CMRM Global Process Owner Team) is accountable to the business for operational effectiveness of Technical, Change and Release Management processes, activities and practices.

This team provides guidance and support accross the globe to a community of more than 500 operational Techincal Engineers and Change Managers in charge to deliver world-class services to OBS International Customers.

Being a central team working with globally distributed teams and entities alignment & communication is key, taking responsibility in leadership aiming for global standards accounting for flexibility, assuring information and documentation availability, general maturation, diligence and proper ways of working.

The catalog of services and technologies managed goes from network domain (WAN, LAN, SDWAN, SDx, Networkboost, etc.) to wide area of new business (e.g. Security, Cloud, Monitoring & Optimisation) and extends further to integration type of business.

The responsibility ranges from the support of daily TM business, the optimisation of standards, practices and customer experience to management of transformation, digitalization and automation accross the TM organization transversally with end-to-end view.

The Program Manager TM Tools has to adapt to the constant challenge to increase productivity, quality, workflow performance and automation for existing and new products with respective priritisation to the business priorities. Manage a digital paradigm shift in the way we configure network devices and manage activities.

• Create & adapt the tools roadmap aligned with our Product, TM strategy, the business, user communities and OBS IT.
• Drive Development Progress and animate the communities.
• Support and Manage Tool’s development by writing clear user story to OBS IT, ensure pre-production qualification and testing (UAT), support Roll-out by ensuring training, documentation and by being the main day-to-day SPOC for all users.
• Ensure E2E integration of SCA tools in the delivery chain for Build activities, enable the best capabilities for RUN activities (Bulk Changes, Audit, Release, pre-post testing, etc.)
• Ensure the continuous improvement of the TM tool suite taking into account RfC coming from practice, users, managers and business in general.
• Develop, Maintain and support a Python/Scripting community and platform across Technical Management to enable quick & custom fit-for-purpose scripting capabilities and sharing of the same.
• Work according to Agile standards and Methodology enabling a clear follow-up regarding the progress of the overall roadmap. Follow the usage

Tools Perimeter TM / CMRM workflows, device configuration and automation: MachX, XCONF, TOSCAN, Prod+, GENEPI, VEGA, vManage, Digital SRF, SNOW, etc.

This role requires a high level of autonomy and initiatives with critical written and verbal skills.

Main Responsibilities

• Own TM Tools, the strategy and allocation on the IT Strategic Map
• Be part of core project teams as Business Owner for IBO TM, Lead evolution
• Define and adapt the roadmaps, manage prioritisations, align with development teams
• Interlock with FBO SIE & SLM to align requirements on scopeless developments.
• Identify Customer Use cases, collaborate with the relevant stakeholders (Technical Consultants, TDT, SIE, TIM, TM Technical Engineers, etc.)
• Assist in defining key requirements and functionalities of Tools through workshops with Incubator, operational teams, stakeholders & follow up.
• Collaborate with stakeholders to define & develop workflows, actors and associated responsibilities, generic templates, config data collection, etc.
• Manage/support creation of User Stories, set User Story priorities as per business requirement and participare in Sprint Planning Sessions.
• Manage release and roll-out planning
• Perform User Acceptance Tests at the end of each development Sprint
• Conduct training & support for the supported communities
• Assist interfacing or ebonding Tools Teams/Owners in defining Business Requirements and process workflows for products (SDWAN, Security and others).
• Identify Potential Customers for Pilot phases, support implementation

Animate SME & community  workshops to gather all requirements from the operational teams.

On a regular basis, animate TM communities and stakeholder workshops. Identify needs, requirements, key features, opportunities to ease and streamline the current way of working.

Describe in detail and with accuracy all the requirements (workflows, functionalities, tasks, data models, interlocks, dependencies) to be embedded within tools.

Interact with the different MS Practices to clarify any process/interlock points

Review Tools in scope with the user communities on a regular basis to optimize usability and UX

Introduce surveys and feedback mechanisms.

Animate workshops within TM communities to identify Tools issues, challenges, way-of-working optimisations and process adherence topics.

Introduce improvement activities.

Tools Strategy and Roadmap

Introduce, align and maintain the TM Tools strategy with Orange IT and other stakeholders and allocate TM tools within a strategic map (urbanism).

Define and regularly review the Tools Roadmap with Pratcice and IT.

Support budget & transformation planning correlated to optimisations derived from digitalization and automation supported by the roadmap.

Governance

Align on the strategy, roadmap, prioritisation and way of working on a regular basis with UCE, OBS IT and Business.

Define User Stories and detailed requirements to support IT design and development.

Translate the workshop outcomes and feedbacks to detailed requirements reflecting User communities and process requirements.

Document all the requirements in a clear and comprehensive manner for IT development.

Interact in agile mode mange development and to clarify any gray areas between specifications and Users expectations.

Assess current way of working to determine automation opportunities and define the best way to implement them.

Describe and document clearly current usage, required functionalities and interdependencies to be developed.

Focus areas: Performance (Quality & Speed) Productivity, Risk Reduction, Scalability.

Qualify from user standpoint the development done from IT

Perform User Acceptance Test at the end of each development Sprint,

Provide quick feedback to the Dev. Team for corrections (bugs,usability issues, etc.).

Promote Python, scripting and automation  usage across CMRM

Promote and support Python scripting capabilities across IBO TM, maintain a platform for community exchange (OBS IT may not cover all different use case in tools).

Provide trainings to TM communities and stakeholders.

Create trainings material and host training calls/workshops within TM Community and interlocking entities/roles.

Improved continouesly the training content

Provide support to TM communities during pilots and deployment.

Provide online support to users

Act as SPOC for all the TM Communities and interact closely with IT Teams to provide feedback, raise issues and request corrections.