Global Delivery Program Manager
3 weeks ago
**About the role**:
A new transversal role within Egypt OTB; Acting as a **“Subject Matter Expert”. **Supporting Europe and other A-END regions managed by Egypt OTB - “, supporting the team in virtually coordinating/leading the delivery activities for European customers with OTB cross functional teams from A-END view. He/she guarantees a strong interaction with the various delivery teams to jointly achieve our goals.
Operational Implementation Management of Services in line with the guidelines and targets from CSO Global Process Owners and management.
Agile role supporting Europe A-END - virtually leading OTB cross functional teams from A-END view.
Focal point for big/large projects managed by Egypt OTB - adds simplicity to implementation model and reduces complexity of delivery processes to main stakeholders.
Revenue acceleration for delivery within OTB domain - special focus on high revenue, and big tickets.
Facilitate agile projects’ implementation in OTB.
Change agent: promote and support OTB staff mind-set change towards agile culture.
Share OBS strategic guidelines and inputs with his/her managers and OTB teams
Propose and provide service enhancements and solutions where needed to improve the solutions and the service quality delivered by CSO
**Customer**:
Support customers’ Projects/Orders at OTB level, act and support the team on the implementation of services per the contractual delivery targets.
Represent the OTB at required customers meetings, service reviews and act as focal point during customers visits when needed.
Act as management escalation contact for customer queries.
Communicates and manages expectations of specific Customer projects/orders alongside with the team (within his/her domain) during implementation.
Develop strong relationship with the main stakeholders and customers.
Own/coordinate service improvement plans (SIP) at the level of OTB to ensure execution till customer satisfaction.
To work closely with customers/teams in setting up the projects including (Kick off, governance..etc)
**Operational**:
Analyzes and reviews service delivery performance against the KPIs.
To take an active role in the LOE and the productivity mechanism
To act as main interface with the international Zone to ensure proper sales handover and pipeline sharing
Agree and initiate appropriate actions to maintain and improve performance with the support of other OTB teams.
Escalate to our Carriers/suppliers orders not meeting SLAs with coordination with Carrier Vendor and supply chain management.
Ensure monitoring of escalation procedures and escalation management.
To act as crisis manager
Orange Tools expert
To work on the automation features, areas for optimization and continuous improvement
Ensuring the quality of the documentation and team data base
**People / Knowledge**
SME main role to upskill the current team
Acting as the “catalyst” to spread the knowledge especially immature products..etc. (OGSB )
Acting the senior profile knowledge within the team - GO To person
**Leadership & General**:
Share Orange and OBS strategic guidelines and inputs with his/her managers and their teams, ensuring strong local and global collaboration and teamwork.
Manage Disaster Recovery Plans (DRP) and crisis situations whenever applicable.
Undertake any other reasonable and professional task as required.
On-Call assumption and Stand-by may be required.
**About you**:
Fluent English (French and / or other foreign languages is a plus)
Excellent interpersonal, team-build and communication skills
Excellent Leadership skills
Good exposure to an international, multi-cultural environment.
Ability to work under pressure and deal with multiple tasks.
Team Building Skills - Conflict Resolution
Ability to deal with different cultures and behaviors
Excellent Presentation skills
Proactive, self-motivated, and determined attitude
Strategically focused and customer oriented
Excellent understanding and experience of BUILD operations and QTB processes.
Project/Program mgmt skills - PMP Certification (or equivalent) is a plus
Proactive, self-motivated and determined attitude
Innovative with high energy and passion for change
Educational background:
Computer, Comm., or Electronics B. Eng, B.Sc. or B.A/MIS, equivalent degree.
Business & management studies (Service/Operation management, project management, process lean management, ITIL Foundation, etc...) are a plus.
Management Diploma or MBA is a plus.
Professional Experience:
+3years orange delivery experience
**Department**:
Customer Services & Operations
**Contract**:
Regular
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