Senior Process Development Spl

As part of Customer Service and Operations (CSO), the Product Development & Lifecycle department of each CSO entity has the responsibility, for the French and International enterprise markets, to manage the creation and evolution of business processes as well as the tools strategy in the framework of services development and business and IT transformation projects.

Those PDL teams embedding SIEs/SLMs guarantee the operational efficiency, performance and quality of experience of its customers.

The BPO Enterprise Services PDL’s team does focus on all transversal service management offers from service transition, service operation, continual Service improvement

Missions

In the scope of OBS offer development, the SM SIE/SLM role is a key actor of service development projects. He/she designs and adapts the processes & tools in order to deploy new products or product evolutions within the operational entities. Moreover, the SM SIE/SLM ensures the delivery of the projects on time and on budget while ensuring end-to-end quality of the customer and operational journeys.

He/she intervenes upstream and downstream of service development projects for which the purpose is to design, develop and deploy new products or product evolutions.

The SM SIE/SLM is responsible for the following Quote-To-Bill processes:
Quotation (ABACUS) and Commercial Ordering

Service Transition

Service Operation including Customer Service

Billing

Digitalization (customer portals and/or processes)

The mission of the SM SIE/SLM covers the following:
Understands the business requests and analyze the requirements so to co-construct the service with other stakeholders; especially with business processes design and IT development or evolution requests

Manages the contribution and involvement of the various experts for the domains which he/she leads

Creates the appropriate deliverables for the evolution of existing processes and tools

Ensures the proposed solution is in line with the OBS global process strategy and positioning

Activities

The following activities of the SM SIE/SLM are:
Be the primary point of contact in regards to his/her area of expertise towards Marketing, along project duration.

Analyze impacts of new product introduction or evolution on processes, organizations, tools and costs; propose related adaptation and seek for process owners approval; contribute to product Business Case definition by identifying and consolidating these costs,

Define operational business requirements; consolidate arguments to justify required processes & tools adaptation.

Harmonize new products & services conception within commercial and technical catalogs.

Build training modules, lead & conduct training sessions to ensure operational teams are in position of operate new product.

For offer development:
Follow handover defined methodology [Build to Run/Operations]

Be knowledgeable on processes, procedures and working instructions linked to new offers or existing offers evolutions

Reduce/remove potential roadblocks

For continuous improvement projects:
Upon marketing or operational requests, initialize continuous improvement projects with the aim to improve service delivery model efficiencies (tools, process, organization and cost), called Service Improvement Plan (SIP)

Secure project perimeter, define content, planning, level of effort, risks, expected gains and list stakeholders - act as a Project Manager

Report project progression in CSI portal (Continual Service Improvement) and present status during « Lifecycle » reviews.

For documentation maintenance:
Consolidates documentation management related to the end-to-end service framework, including the service catalogs,

Modifies support documentation whenever process & tools evolution happen

Enhances documentation in continuous improvement along with business operation needs.

Scope

You will contribute to the development, enablement and lifecycle maintenance of an enriched portfolio of transversal services and solutions that covers Think, Build and Operate and which aim:

- to provide our customers with end to end support and global solutions,
- to improve the positioning of Orange Business Services as a service integrator, across all market segments

**about you**:
The SM SIE/SLM role requires ability to anticipate business needs, bring ideas and be in position to appreciate major stakes for OBS.

You will demonstrate a high level of autonomy, being able to take initiatives and also organize working groups with various stakeholders in project mode frameworks.

Ability to understand complex services and identify manageable sub-components

Good Technical and IT knowledge in Telecom environment

Team spirit oriented and communication skills in multicultural environments

Fluent English and French.

A good knowledge of Orange Business Services process and tools will be appreciated.

Certifications : ITILv3, SYNERGY, PMP or equivalent, Finance basics, any other technical certificatio