Service Request Management Expert

Description de l'offre

about the role

The Service Request Mgmt expert is overall accountable for the design, documentation and implementation of taylored request mgmt. processes for complex programs.

1. Process design

·  Definition of the Service request management process required to support the customer contract, mapping the customer and the Orange environments
·  Align the level of customization to the contractual agreement/obligation (tools, people, workflows, reports, rules)
·  Size the resources required to manage the process and its rollout, and ensure they are part of the business case and project plan
·  Ensure that the process allows OBS to manage its contractual service levels
·  Document tool specifications requirements to support the process (internal or external)
·  Ensure that reporting is enabled to audit or control the process and report on quality and service levels

2. Processes Implementation

·  Project manage the implementation of the process internally and externally, by implementing the right governance to manage actions, risks and issues.
·  Deliver the documents required to support the process: process descriptions, RACI, roles and responsibilities, workflows, set of rules, reporting tools and templates, referentials such as customer catalogue
·  Ensure that tools (internal/customer/third parties) are developed according to the specs to support the process
Ensure that access to tools (internal or external) is granted and part of process documentation
·  Ensure that a lifecycle management view for the process is described
·  Deliver training material (work instructions, screenshots, etc) for resources assigned to execute the process
·  Train the teams and coach them Moniore and adjust tthe process during the first months of execution

3. Scope and Engagement types

·  The processes to design, implement, audit and control cover both a traditional Orange/Client interface, or a 3 parties engagement in the case of contract with Supplier management responsibilities: Orange/Client/Supplier.Involvement in presales to size, document and cost a request management solution
·  Engagement in postsales/live accounts to audit and/or improve the process on an existing account
·  Participate in internal projects to inject knowledge of market trends into marketing plans
·  Contribute to the growth of Intellectual Capital Process by ensuring quality documentation publication and by participating in internal and external forums to exchange on experience

about you

education, qualifications, and certifications

Degree in business, science (or other relevant area), or equivalent relevant experience with a demonstrable commitment to self-development

ITIL v3 certifications

PM Certifications (PMP or PgMP or Prince2 or MSP)

Process audit and optimization: Lean Six Sigma, design thinking, value stream mapping

Optional : CMM/CMMI, SIAM

Experience

Minimum of 7 years experience in global IT/telecommunications process development activities, including minimum 3 years in international environment

Experience in integration and outsourcing, preferably in telecommunications environment

Minimum of 3 years experience in customer facing roles

Good experience and proficiency at optimizing processes and organizations

Working in an international environment.

department

Sales & Marketing Europe

Orange Business Services manages and integrates the complexity of international communications, freeing our customers to focus on the strategic initiatives that drive their business.  Our extensive experience and knowledge in global communication solutions, together with our understanding of multinational business and local support in 166 countries and territories, ensure that our customers receive a consistent, global solution wherever they do business.

contract

Regular