Customer Service Director – MSI Center

Job Description

About the role

Job Responsibilities:

The Customer Service Director is accountable for the provision of day-to-day coordinated delivery of agreed contractual solutions and services for a given customer. This includes the following:
– Overall responsibility for the quality of service and customer satisfaction for all implemented Orange Business Services in-sourced and outsourced services and solutions
– Accountable for accuracy of billing for services delivered
– Proactively identify and scope opportunities for service enhancement providing customer cost reductions and greater value generation
– To position Service Management product offering in response to Customer needs
– To be the Customer’s primary senior point of contact within Orange, for all escalated Service-related issues.
– Ensure full compliance of agreed solutions and services to meet customer needs; proactive monitoring of agreed Service levels in order to deliver exceptional service and acknowledged customer value; focus on beating the target.
– Engagement in organic growth orders / upgrades
– Ensure customer sees and feels Orange Business Services delivery as a seamless team irrespective of internal / third party structures.
– Identify and mitigate risks (failure or delay); ensure appropriate levels of business contingency / continuity are in place.
– Lead Service Improvement Program; manage customer expectations; interpret high-level dashboard of all operations to customer (sponsor / service director).
– Help customer up-scope existing contracts; help visualize the enhanced value and assist CBU / ECT to build the business case / sales presentations.
– To ensure availability of adequate and timely reports which include measurements against Customer SLAs on Quality, Change and Performance of the services provided to the Customer.
– Win trusted status as the extended member of customer’s service team.
– Optimize operational processes to match economic balance between Orange Business Services industrialized processes (factory deliverables) and customized requirements.
– Lead the post sales service managers assigned to the account and ensure all are working together to bring a high level of customer
– To assist in Service Management Contract negotiation in parallel with Account Manager/Director where requested.
– To assist in RFP solutions and provide pre-sales presentations to customers when required.
– Interface with the customer at Senior Management level on a regular basis and conduct periodic executive service reviews.
– To assist CSM Management team in developing Service Management revenue opportunities on new business.