Head of Service Delivery Mgmt
7 months ago
**About the role**:
**Job Purpose**:
Head of Service Delivery Management team is responsible to:
Direct and manage all activities needed for the delivery of effective customer service.
He is also responsible to implement and maintain effective methods for improving customer satisfaction, in alignment with other departments/ stakeholders across the organisation.
**Key Activities & Deliverables**:
Planning & Organizing
Accountable for supporting the objective of the strategic plan by
- Translating the strategic goals into SMART objectives.
- Developing Concrete Operational Plan for the execution
- Creating potential-based Talent Map for efficient resource allocation
- Developing Succession Plans for talent development and internal mobility.
Motivating
Responsible for Developing the right motivation strategies by
- Creating a Positive Atmosphere
- Establishing a Team Portfolio highlighting the individual motivators
- Supporting Personal Development plans
Controlling
Responsible for Driving sustainable improvements by Continually evaluating the Team Performance, and deliverables.
- Define Clear Role Profiles, Performance Standards, and Targets
- Develop a continual improvement Strategy to address the revealed performance gaps.
- analyse and interpret data relating to customer service effectiveness.
- manage and maintain long-lasting relationships with customers and clients.
- organise training and facilitate the development of the customer service team
Governance
- Act as a main point of contact for customer escalations and Operational issues.
- Responsible for managing conflicts between different teams; for cross-functional coordination and control.
- Collaborate with other departments to standardize best practices for the Customer.
**About you**:
**Education and Experience**:
- Bachelor's degree in Engineering or equivalent experience
- Min. 3 to 5 years related work experience (Customer Support)
- Relevant experience with leading complex, large scale, IT/technical/engineering programs is a plus
**Technical Knowledge**
- Solid knowledge on any of the following topics ITIL, 6 sigma, Prince2, COBIT, PMP is a plus
- Solid understanding of Orange Business Services solutions
- Understanding of corporate governance within complex organizations
**Soft Skills and Abilities**:
- Proficient English, and French is a must
- Clear Communication Skills with ability to use positive language
- Excellent customer service skills
- Excellent Interpersonal & Collaboration skills.
- Good time management, organizational and leadership skills
- Good Presentation and Communication skills
**Additional information**:
**Contract**:
Regular
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