Job Purpose:

To lead the team of service implementation staff to manage the delivery of customers RFCs on time and right first time meeting all constrains ( resources, quality, cost, time,…)

Key Tasks and Responsibilities:

Manage and develop resources and team members to perform efficiently and effectively.

Provide strong leadership to the staff members in order to be able to manage their performance

Monitor and measure the KPI of the team and ensure delivery of all RFCs as per the agreed SLA with the customer

Act an escalation point in service transition.

Recruitment of team members.

Manage the service improvement plan related to the team.

Represents the team in the customer meeting & service reviews.

Define clear SMART goals, objectives and career development plans to all team members, and responsible for the team performance management.

Contribute to the “Service Transition process & procedure improvements” to increase the team’s productivity and lower the number of incoming escalations within his/her team.

Schedule staff training, leaves requests, rosters and fulfill overall staff administrative requirements.

Auditing the team member’s performance and quality of work in order to enhance the global management performance for the team.

Coach the team to assess, develop & plan implementation schedules to ensure the best service quality offered.

Assist the team to overcome day to day work problems or complications that might arise.

Ensure that the team is well equipped with all basic knowledge & technical skills required needed to perform tasks assigned

Ensure that the team meets or exceeds the targets set by the management with regards to:

Customer Satisfaction

Lead-time to deliver

TDD/CDD (Target/Committed Delivery Date) and LTC (Lead Time to Connect)

Overdue Orders

Quality

Ensure that process & procedures are well developed & properly communicated to the staff members

Ensure that all processes, procedures applied

Ensure that proactive Order Management of the team work to reduce escalations and performance issues.

Undertakes other similar or related tasks as signed by departmental management.

Key Accountabilities:

Communications Management:

Internal and external communications and management reporting.

Provided visibility into the status and progress of activities and dependencies across the organization.

Risk ManagementEnsure early capture of risks and preparation of mitigation plan

Decision Making, Authority:

Full accountability for all elements within the team.

Works autonomously to ensure service implementation within committed timeframes and meeting major milestones

Demonstrates initiative in proactively identifying and resolving problems that can potentially jeopardize team performance.

Escalation Authority empowered to escalate to higher levels of management

Job Contacts:

Within Orange Business Services:

Customer Implementation Management entities

Order Delivery Manager

Bundle Delivery Manager

Field Services

Carrier vendor management

Sourcing

Supply chain management

Project Management

TIM teams

Outside Orange Business Services:

Local Customer

Partners & vendors

Carriers & ASPs

HQ customer

Customers project managers.

Job Dimensions:

People management: Leader coordinating / managing a number of individuals in support of an account. Provide day-to-day guidance and mentoring to new and existing staff. Manage project specific teams as required

Financials: the team manager is committed to control expenditures improve profitablity and meet project budget