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Exception Support Manager
3 weeks ago
**About the role**:
Mission / role purpose
Primary mission is to provide Level 2 support to the LDM team & LDM team manager, interfacing with ODM/ /Account/PM teams in order to drive and continuously improve the delivery performance of country terminating orders.
1st level of escalation in the cluster.
The Exception Support Manager (ESM) will work in direct association with (and in support of) the LDM Team Manager and will also be a key interface with other CS&O entities (Carrier Vendor Management, TIM, FOIS, ODM, BDM, SCM) to identify areas for performance improvements.
The ESM will be accountable to identify repetitive process issues, to report them to his/her manager &/or to work on them with other CS&O entities or suppliers in order to eliminate them - Proposing process improvement wherever it’s needed.
The ESM is playing a key transversal role to create links between teams.
Key Accountabilities
Excellence in customer (internal & external) & carrier management, ensuring delivery of required results as per the business expectations. This will be achieved by managing activities in a professional way & supporting executive management whilst delivering measurable results in a complex & challenging environment.
- Escalation support
Accountable for escalation support for LDM team. Working closely with the LDM team manager to continuously drive performance within region.
- Continuous Improvement and RCA Focus
Support Service Transition teams & LDM management in identifying initiatives to enhance business performance and increase quality with suppliers & processes.
Assist LDM Team Manager in socializing ‘lessons learned from previous projects and support in ensuring learning/awareness within the LDM team.ESM is a key player to develop & promote best practice rules through the region.
- Manage &/or challenge carrier delivery
Take necessary actions and initiate escalations with the supplier to achieve or exceed carrier SLA’s.
Review both weekly and monthly the carrier operational performance with LDM Team Manager/CS&O Carrier Vendor Manager.
Synchronize the actions towards the carriers with the Carrier Vendor Manager (CVM) where applicable.
Report all recurrent issues with carriers to CVM in order to eliminate them. Follow up on the actions with CVM.
Priority focus on orders with complex delivery issues, overdues, ON HOLD, wayleaves & any other ‘blocked’ or ‘stuck’ complexities.
- Prioritise and Escalate
Accountability to change the initial choice of supplier in order to provide the most appropriate solution to meet customer requirement.
Authority to escalate & prioritize order focus with management teams (both carrier & internal) & suppliers.
Review critical / high focus orders through a regular review mechanism with LDM Team Manager & relevant CS&O entities or supplier.
- Foster strong communication and effective relationships
Emphasise meaningful and timely communication between Orange entities & suppliers - ensuring LDM,key stakeholders (ODM,BDM, PM, account team) & customers are well informed.
Support in managing customer expectations versus telco/supplier capabilities.
- Focus on complex orders
Pro-actively review orders identified to be complex,such as contingency sites (diversity, separacy), and challenge Technical Design Team to ensure right-first-time solutions for Orange customers.
Review & support complex delivery issues with account teams.
- Local Subject Matter Expert (‘extended account team’ for Diamond, Key & Large Project accounts)
Primary entry point/contact for Diamond, Key, Large Project & complex customer roll-outs.
Attend regular & agreed scheduled calls (where required) with customer and account team supporting complex, critical & project based installs for Diamond Accounts & other selected customers.
- Support & develop interlock/relationship with MSC’s/account teams
- Act as an ambassador for the LDM Team, promoting & illustrating LDM strengths. Support in improving working relationships with internal teams & external suppliers.**About you**:
Job Requirements:
- Good understanding of ATM, DSL and inter-networking technologies, TCP/IP, Layer 3 LT2P, SIA and Internet VPN.
- Excellent understanding of DSL hardware and the network topology.
- Good Understanding of the Customer Service Delivery organization and processes.
- Excellent knowledge of Orange Business Services DSL Product & Services portfolio & implementation procedures.
- Excellent organizational and planning skills.
- Excellent communication and interpersonal skills
- Excellent customer facing skills.
- Excellent Time management skills.
**Additional information**:
Knowledge and abilities
- Strong communication skills to interface with partners, suppliers, customer and Orange internal staff.
- Proved skills/expertise in crisis management.
- Understanding of the telecoms and IT industries.
- Expert in the methods for the timely progress reporting of varying activities, tailored for execu
