Head of Ldm

**About the role**:
Operational Implementation Management of Network Services in line with the guidelines and targets from CSO Global Process Owners and management.

Management of the ODM/LDM teams in Cairo for Europe

Share OBS strategic guidelines and inputs with his/her managers and their teams

Propose and provide service enhancements and solutions where needed to improve the solutions and the service quality delivered by CSO

People:
Manage day to day operations for OTB processes (for ODM/LDM), staff and line managers.

Review resourcing requirements on a regular basis to optimize efficiency, improve productivity and ensure compliance to budget.

Develop technical skills and competency of resources to match both current and future customer delivery requirements.

Motivate teams to deliver best in class quality services to our customers and driving towards excellence in customer satisfaction.

Ensure appropriate levels of monitoring of all resources and performance are set.

Customer:
Own customers Projects/Orders and act on the implementation of services per the contractual delivery targets.

Represent the OTB (ODM/LDM) at required customers meetings, service reviews and act as focal point during customers visits.

Act as management escalation contact for customer queries.

Communicates and manages expectations of the Customer during the service implementation.

Develop strong relationship with the main stakeholders and customers.

Own service improvement plans (SIP) to ensure execution till customer satisfaction.

Operational:
Analyzes and reviews service delivery performance against the KPIs.

Agree and initiate appropriate actions to maintain and improve performance.

Develop guidelines for specific work activities for each team and develop team targets.

Escalate to our Carriers/suppliers orders not meeting SLAs with coordination with Carrier Vendor and supply chain management.

Work with Change and Release Management Team to evaluate all Changes, to establish the effect on capacity and performance.

Ensure monitoring of escalation procedures and escalation management.

Support and work with Service Operations to ensure the appropriate actions are being taken for smooth hand over to operations.

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.

Team Building Skills

Conflict Resolution

Ability to deal with different cultures and behaviors

Decision-Making techniques

Excellent Presentation skills

Proactive, self-motivated and determined attitude

Strategically focused and customer oriented

Excellent understanding and experience of BUILD operations and QTB processes.

PMP Certification (or equivalent) is a plus

Proactive, self-motivated and determined attitude.

**Additional information**:
Educational background:
Computer, Comm., or Electronics B. Eng, B.Sc. or B.A/MIS 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:
At least 2-5 years of management/leadership experience.

At least 3 years of Delivery/OTB operations and/or NS technical experience.

**Department**:
Customer Services & Operations

**Contract**:
Regular