Team Leader-Integrated Ops

Team Leader-Integrated Ops

15-18 years
Not Specified

Job Description

about the role
To lead and manage round-the-clock Service Operations teams in a matrix organization providing event management, service request fulfillment, incident management, problem management support to customers in highly customized environment.
2. Key Result Areas
Management of the Service Desks to ensure compliance to performance management targets at a high level and overall customer satisfaction. This will include transversal engagement teams across operations.
Collaborate with other functions in matrix environment to solve business and customer issues and ensure all employees working for customer are tied to a common goal and objective. Also build effective relationship with vendors of customers.
Ensure effective operational management on a daily basis of the operational managers & team leaders.
Participate in the global extended customer teams.
Represent operations in regular customer service review and account level reviews, propose and drive the service improvement initiatives.
Identify and prevent any significant impact and identify underlying causes in customer service & satisfaction areas and develop & propose the high-level improvement plans to the customers and account management.
Lead the evolution of operational model through innovation, automation and continual improvement to enhance the end to end services to our enterprise customers
Be available in escalation matrix 24x7, take lead in managing major incidents and manage effective communication with senior executive management.
Development of managers, team leaders and agents to ensure skills levels match both current and future operational and customer requirements.
Develop the problem management mindset to identify the root causes and elimination of those.
Design and Implementation of the required strategies to ensure ongoing high levels of Customer Satisfaction through regular reviews, defined ownership and continuous service improvement.
Full responsibility to ensure adherence to company policy procedures & processes.
Develop & Implement strategies and processes to ensure employee satisfaction and their professional development
Review resource requirements on a monthly basis to optimize efficiency.
Develop progress and statistical reporting to bring data driven improvements
To undertake any other reasonable task as assigned.
3. Dimensions
Role will impact on:
Customer satisfaction
Employee satisfaction
Account leadership
Customer SLA compliance
Continual Service Improvement
Productivity management
about you
Degree or equivalent in Electronics/Computers or science desired.
At least one formal technical qualification (IE: MCSE, CCNA etc. certification) preferred.
Preferably MBA
ITIL Certification
Relevant Experience:
Minimum experience of 15 years in an IT/Telecom service industry
A proven track record of success, with a minimum of 08 to 10 years managerial experience, managing multi service operations environment of large enterprise customers
Desired skills/knowledge:
Excellent management & customer service skills
Excellent interpersonal skills
Exemplary time management, organizational and communication skills
Ability to work under pressure
Ability to deal with multiple tasks
Experience in Orange product suites and at least one or more of the following:
Network, Firewall's / Security / Checkpoint or Web Hosting
Network, LAN / WAN / SD-WAN / SDA
Systems/Network Management (Netcool, Spectrum,)
Excellent leadership skills
Presentation skills and the ability to share a 'vision'
Excellent people and organizational change management skills
Professional image
Ability to build relationships with peers and management within Orange, customer and their other Enterprise Service Providers
Proactive, self-motivated and have a determined attitude
Excellent problem solving skills
Tenacity and perseverance
Flexibility in working hours
Highly proficient in English both written & spoken
Leadership and Matrix Management of a multi-functional team
Operational and Financial Excellence
Recruitment experience in Competency based assessment processes
Customer Services & Operations

Job Details

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About Orange

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.

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