Service Delivery Manager

What we’re looking for

Orange Services is looking for a colleague to join the Service Delivery Management Team within the Orange Group Shared Services Center. We are responsible for managing IT and Telecom services for customers across the Orange Group.

As a Service Delivery Manager, you will be responsible for the end-to-end management of assigned services and customer relationships, ensuring high quality of service, effective collaboration with delivery teams and continuous improvement in line with customer and business needs.

What you’ll be doing

Service Management

• Ensure end-to-end service deliveryin line with agreed SLAs, OLAs, quality and customer expectations.
• Act as the link between customers and internal teams, ensuring effective communication, coordination and follow-up.
• Monitor service performance and KPIs, identify risks and manage operational escalations through to resolution.
• Lead regular Service Reviewswith customers, covering performance, issues, risks and improvement actions.
• Identify and drive Continuous Service Improvementinitiatives, promoting efficiency, automation, best practices and lessons learned.
• Manage service transitionsand ensure operational readiness when new or changed services move into Run.
• Develop and maintain relevant procedures, operational models, service agreements and governance documentation.
• Conduct Customer Satisfaction surveysand follow up on actions to improve customer experience.

Customer & Account Management

• Build and maintain strong relationships with customer stakeholders and understand their business and service needs.
• Act as the customer advocate within Orange and ensure expectations are effectively managed.
• Manage the financial and contractual aspectsof assigned services/accounts, including budgeting, forecasting and service-level budget consumption.
• Identify opportunities for additional services or improvements based on customer needs.
• Work closely with the KAM where one is assigned, ensuring alignment between account management and service delivery. For accounts without a KAM, take ownership of the relevant account management activities.

Planning & Collaboration

• Participate in service planning, programming and roadmap discussions, ensuring future needs are aligned with customer expectations, operational capabilities and budget.
• Provide input on workload and resource requirements for new projects, migrations and service evolution.
• Work transversally with technical, operational, project and business teams to ensure effective service delivery.

Self-Management

• Constantly develop service management, business and technical knowledge and stay up to date with technology trends.
• Share knowledge and best practices and contribute to the development of the SDM community.
• Coach and support colleagues when appropriate.

What you need to know/have

• Education: Bachelor Degree; IT or Telecommunication background would be a plus.
• Experience in Service Management, Service Delivery, IT Operations or Project Management - minimum 2 years.
• Fluency in English and French (both speaking and writing) - mandatory.
• Customer-oriented, with strong communication, relationship-building and presentation skills.
• Strong coordination, negotiation and influencing skills, with the ability to drive actions across teams.
• Proactive, structured and results-oriented, with a strong sense of ownership.
• Ability to manage multiple stakeholders, priorities and challenging situations.
• Good technical understanding and interest in IT/Telecommunication services and technology trends.

What’s in it for you

• Performance Bonuses - based on your results & the company’s
• Loyalty Bonuses, if you extend your stay
• Electronic Meal Tickets - as you imagine
• Medical & Life insurance for you - facilities for your family, too
• Professional GSM subscription
• Personal GSM subscription, also [because we believe in communication!]
• Special grants on Smartphones & devices; discounts for Orange products & services
• Development Platforms - Orange Learning, Trainings, Career Counselling, Coaching & Career plan mentoring
• Wellbeing Programs - we support your Zen

How would you like to work in IT, toying with cutting edge technologies and enjoying your life? At Orange Services, it’s possible!

As one of the largest IT Hub within Orange Group, we are working internationally for both Orange corporate functions and country operations. Through a unique combination of know-how and expertise, our teams provide a broad range of IT & Business Solutions.

Come closer to #LifeAtOrange!