Company : Orange Business Services Location : Evere Brussels From : Talent BE
Define, implement and manage SLAs for assigned services and ensure services that meet the business needs to agreed levels.Mentor and coach the services team and handle customer service interactions, reports, and repairs.
The ITSA-manager ensures excellent customer service and maintains strong relationships with customers and third-party vendors.The ITSA-Manager defines the ServiceAssurance Roadmap.As IT ServiceAssuranceManager, you:
Support IT ServiceAssurance director in his mission to reach the operational excellence by having an active role on different processes (incident, change, problem), on governance (processes, SLA, organization), on tools & monitoring and on communicationAct in collaboration with IT ServiceAssurance director as a relay between IT operational organization and main Orange Stakeholders (Exco, Sales & MKT business, Customer Service).
Act as main interface in IT department with OrangeService Management Center (leading incidents and change) and Customer ServiceAre responsible to lead a (virtual) team of ServiceAssurance experts hosted in Orange and at suppliers of Managed Services.Define fit for purpose end-to-end ServiceAssurance framework aligned with best practices to help the organization improving Customer experience, Simplification, Digitalization and prepare the organization for moving towards an IT Silent Operations strategy and structure.Lead enhancements to Preventive Maintenance by organizing continuous improvements in Service observability, monitoring, preventive ticketing, daily checks, and housekeeping to prevent incidents.Enforce that ServiceAssurance activities are duly applied in delivery governance in order that new projects meet the requirements of operational readiness (OMM, Service Guides), integrity and compliance with operational policies.Own Problem Management Process across divisional teams, leads governance meeting involving Technical ServiceManagers, organizes tickets quality reviews, controls that problems MTTR (Mean Time to Resolve) meets SLA.Lead Performance Reporting for in live E2E Services across partners in collaboration with Technical ServiceManagers.Lead Quality “Audits” to ensure that Partners are correctly applying contracts, practices, operational standards, and reporting.Coach and train Technical ServiceManagers and Project Leaders to ensure awareness, buy in and implementation of ServiceAssurance models, policies, and documentation.Manage improvement plans and coordinate task forces across different domains to improve the operational quality delivered to the Business.Specific expertise required:
Broad Technical knowledge in several disciplines.Strong knowledge of the functioning of an IT operations service:
ITIL processes, IT infrastructure & applications landscapeKnowledge in Telco environment - very good knowledge of the existing and emerging telecom ecosystemNice to have:
knowledge on operations observability & automationManaging IT teamsPreferably Multi-Cloud experiencesYour profileYou have a University Degree or equivalent by experience with at least 5 years professional experience in a similar position.Leadership experience with helicopter view recommended to manage transversal projectsCommunication and listening skillsAbility to quickly develop relationships with multiple stakeholdersCoaching skillsPersuasiveness and presentation skillsQuality driven, customer and service orientedAnalytical and figures-oriented mindset, as well as strong planning skillsFluent in English – any good knowledge of French or Dutch is a plus.What are we offering:
A dynamic working environment where you have every opportunity for personal development.
Moreover, you can look forward to the following compensation and benefits package:
a market competitive salary, a company car, performance bonus, meal vouchers, 32 holidays per year, pension provision, life assurance and accident cover, and medical insurance.Inspired? Then we would like to hear from you! If there’s a match in the making, we’ll invite you for a first interview. OrangeBusinessServices EvereBrussels
