Orange Business is the Orange Group entity dedicated to businesses and organizations. Our unique history as a telco operator and now an IT services company enables us to support the sustainable digital transformation of enterprise businesses worldwide.
The experience and diversity of our 30,000 employees, experts in B2B challenges around the world, are our greatest assets.
We defend an ethical, responsible, and inclusive vision of digital technology, while helping businesses reimagine their services. This is how we create a positive impact for our customers, our employees and the planet.
For additional details, please log in to https://www.orange-business.com/en/corporate
Key Responsibilities
- To have overall accountability for the quality of any insourced or outsourced services provided to multi-national customers measured against service level agreements
- To ensure full compliance with customized/outsourced Service Management product definition
- To be the customer’s primary senior point of contact within Orange Business Services, for all escalated service & operational related issues
- To manage customer service improvement plans to increase customer satisfaction.
- To ensure adequate and timely reports that include measurements against customer SLAs on the quality, change, and performance of the services provided to the customer.
- Overall responsibility for maintaining customer information is current in the relevant databases and repositories.
- To conduct regular customer service review meetings at corporate & executive levels both with the customer & internally within Orange
- Implement and lead a vendor management structure for outsourced Services for assigned customer
- To assist in additional service management contract negotiation in parallel with the Account Director & customer team where applicable.
- To assist in Service Management RFP solutions and provide pre-sales presentations to customers when required
- To maintain adequate knowledge of Orange products and services.
- Interface with the customer at senior management level regularly and conduct periodic executive service reviews.
- To validate and maintain customer service level agreements for assigned customer where required.
- To assist SM management team in developing service management revenue opportunities on new business.
- To manage the post-sales extended customer Service team both local and remote
- Management of service management staff within sub region who are assigned to customer
- To carry out an improvement plan to mitigate Orange's financial impacts due to SLA failure or Major Customer Service disruption
Key Requirements
- Bachelor’s Degree in Information Technology, or related field.
- 10+ Years in Customer Service (client-facing) or customer success roles, with at least 5 years in a leadership or management position.
- Experience in managing cross-functional teams, including collaboration with sales, product, and technical support departments.
- Experience overseeing international teams across different time zones and cultural backgrounds.
- Solid experience in a technology-focused company, especially in SaaS, cloud services, IT infrastructure, or similar fields.
- Experience with tech products or services, especially customer-facing solutions like software, platforms, or hardware.
- Deep understanding of customer needs and a proactive approach to addressing them.
- Skill in managing and resolving customer escalations efficiently.
- Familiarity with defining, monitoring, and ensuring compliance with Service Level Agreements (SLAs).
- Understanding of the company’s technology, products, and services, along with the ability to communicate technical information to non-technical clients.
- Experience implementing process improvements and leveraging technologies like AI and automation to enhance service efficiency.
You have unique experiences, skills and passions. Why not bring them all to Orange?
Here, you can experience a rich, rewarding career and lifestyle that will surprise you with its breadth and potential. Imagine the excitement and satisfaction of what you can do, where you can go, and the difference you can make here at Orange.
We value our employees through various recognition programs at country and region and global level.
Orange Business is an Equal Opportunity Employer. We are committed to a diverse workforce and do not discriminate on the basis of age, gender, race, ethnic origin, sexual orientation, gender identity or gender expression, religion/belief, national origin, marital status, disability or veteran status.
Orange Business is the Orange Group entity dedicated to businesses and organizations. Our unique history as a telco operator and now an IT services company enables us to support the sustainable digital transformation of enterprise businesses worldwide.
The experience and diversity of our 30,000 employees, experts in B2B challenges around the world, are our greatest assets.
We defend an ethical, responsible, and inclusive vision of digital technology, while helping businesses reimagine their services. This is how we create a positive impact for our customers, our employees and the planet.
For additional details, please log in to https://www.orange-business.com/en/corporate
Key Responsibilities
- To have overall accountability for the quality of any insourced or outsourced services provided to multi-national customers measured against service level agreements
- To ensure full compliance with customized/outsourced Service Management product definition
- To be the customer’s primary senior point of contact within Orange Business Services, for all escalated service & operational related issues
- To manage customer service improvement plans to increase customer satisfaction.
- To ensure adequate and timely reports that include measurements against customer SLAs on the quality, change, and performance of the services provided to the customer.
- Overall responsibility for maintaining customer information is current in the relevant databases and repositories.
- To conduct regular customer service review meetings at corporate & executive levels both with the customer & internally within Orange
- Implement and lead a vendor management structure for outsourced Services for assigned customer
- To assist in additional service management contract negotiation in parallel with the Account Director & customer team where applicable.
- To assist in Service Management RFP solutions and provide pre-sales presentations to customers when required
- To maintain adequate knowledge of Orange products and services.
- Interface with the customer at senior management level regularly and conduct periodic executive service reviews.
- To validate and maintain customer service level agreements for assigned customer where required.
- To assist SM management team in developing service management revenue opportunities on new business.
- To manage the post-sales extended customer Service team both local and remote
- Management of service management staff within sub region who are assigned to customer
- To carry out an improvement plan to mitigate Orange's financial impacts due to SLA failure or Major Customer Service disruption
Key Requirements
- Bachelor’s Degree in Information Technology, or related field.
- 10+ Years in Customer Service (client-facing) or customer success roles, with at least 5 years in a leadership or management position.
- Experience in managing cross-functional teams, including collaboration with sales, product, and technical support departments.
- Experience overseeing international teams across different time zones and cultural backgrounds.
- Solid experience in a technology-focused company, especially in SaaS, cloud services, IT infrastructure, or similar fields.
- Experience with tech products or services, especially customer-facing solutions like software, platforms, or hardware.
- Deep understanding of customer needs and a proactive approach to addressing them.
- Skill in managing and resolving customer escalations efficiently.
- Familiarity with defining, monitoring, and ensuring compliance with Service Level Agreements (SLAs).
- Understanding of the company’s technology, products, and services, along with the ability to communicate technical information to non-technical clients.
- Experience implementing process improvements and leveraging technologies like AI and automation to enhance service efficiency.
You have unique experiences, skills and passions. Why not bring them all to Orange?
Here, you can experience a rich, rewarding career and lifestyle that will surprise you with its breadth and potential. Imagine the excitement and satisfaction of what you can do, where you can go, and the difference you can make here at Orange.
We value our employees through various recognition programs at country and region and global level.
Orange Business is an Equal Opportunity Employer. We are committed to a diverse workforce and do not discriminate on the basis of age, gender, race, ethnic origin, sexual orientation, gender identity or gender expression, religion/belief, national origin, marital status, disability or veteran status.