Services Readiness Manager

Votre rôle

The purpose of Service Readiness Manager role is to lead the customer journey from Build to Run, to ensure smooth transition of the business and manage the activities related to unified communication and contact center solutions (Employee Experience & Customer Experience SVPs), process knowledge transfer and sharing all the business requirement between Build and Run teams.

DUTIES & RESPONSIBILITIES :

• Participate in the initial kickoff of the project to understand the scope of the proposed solutions/ deadlines etc.. and be able to share concerns/processes and procedures with the key stockholders
• Ensure all the prerequisites for the business readiness are in place from Pre-sales, Design, Implementation all the way through operations for all solutions.
• Check the project progress and ensure all the operational requirement are fulfilled during the project life cycle
• Ensure the LLD of implemented solution is created and updated b the technical solution consultant and include all the technical details that meets the operations aspects.
• Arrange any technical training required by the Ops teams to support the new or complex solutions
• Checking and ensuring Tools upload for services provided (Orchestre, Oceane, FLIP, GINI, KM Libraries, SNOW..etc)
• Ensure data Integrity from processes, tools and documentation ensuring constant enhancements between entities involved in a single chain.
• Cascade the information of the Project in the build phase to the operations to ensure they are ready to support the customer once service is handed over to the Ops teams
• Facilitate the interlocks between different teams & entities (PMs, Solution consultants, Pre-sales, UCIEs) and with Run teams (Service desks, technical experts L2, L3, VSMs, Change managers, CSMs, and BOMs).

Votre profil

• B.Sc. degree, preferred Communication, Computer, Engineering, or similar
• Fluent in English (French is a plus).
• PMP / Prince2 Prac/ Agile, Scrum Master or Scrum Product Owner Certified or any equivalent certificate is a big plus.
• Minimum of 5 years of experience in Project Management, Quality assurance, Process Owner, Business Analysis, or Service management.
• At least 2 years experience in the specified UC solutions.
• Communicate, organize face to face customer / account functional team meeting.
• Active Listening skills and solve problems or conflicts.
• Organize the delivery of a complex services.
• Understand Messaging Solutions, Datacenter Designs, Voice & Video, contact center and IPT.
• Business writing and Very good presentation skills.
• Produce high quality written materials: process, Organizational Plans, Business reports, Handover Documents.
• Work in a virtual team environment to Lead Business Meetings with customers or account teams.
• Excellent command of Microsoft Office tools.

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