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Service Life-cycle Manager - Voice Services
Service Life-cycle Manager - Voice ServicesRef : 571479 | 29 Aug 2022Date limite de candidature : 27 Nov 2022CityStars, Cairo, Égypte - EgypteVotre rôleLike the Product Manager, the SLM, he/she is a subject matter expert for the services he/she is responsible [Register to View]
part of the continuous improvement of services, he/she is responsible for:Taking responsibility for a service right after handover from the Service Implementaton Expert (SIE) which takes place prior the service commercial launch. The SLM takes over the process, procedures and training around the new service offerings or their evolutionAnalysing the performance indicators of the Services Weather ReportsParticipating to pilot phases by supporting Operations during services launchesInitiating and conducting service improvement project called SIP (Service Improvement Plan) following a request of evolution from Marketing or OperationsContributing to the Problem Management related to processes and toolsContributing with the Product Manager to the performance review of the offerKeeping up-to-date the "Service Transition " and "Service Operation" process / tools documentationBuilding and adapting the training materials and delivering training sessions to people supporting the operational teamsContributing to the monitoring of the "Business Cases" under the responsibility of MarketingParticipating to the pruning of the services portfolioActivitésThe SLM is in charge of the following activities :For Product/Service development :Follows the handover methodologytake over processes and procedures of new service offerings or their evolutionIdentifies any restrictionsIf necessary, participates in acceptance tests with the SIECompletes the Service Identity Card with the SIEIdentifies service improvement opportunitiesFor Service improvement projects :Initializes service improvement projects following request from Marketing or from OperationsLimits the scope of the project and define objectives, planning, load, risks, earnings, external playersRecords progress of the project in the CSI (Continual Service Improvement) portal andbe able to present it during the service lifecycle reviewsFor Problem Management :Takes in charge problems identified by OperationsAnalyses the problemsElaborates workaround and target solution with relevant stakeholdersReports on-going problem status on a monthly basisFor Documentation maintenance :Consolidates documentation management related to the end-to-end service framework (ST,SO)Modifies support documentation whenever process or tools evolution happensEnhances documentation in continuous improvement along with business operation needsVotre profilThe SLM role requires ability to anticipate business needs, bring ideas and be in position to appreciate major stakes for OBS.He/She 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-componentsGood Technical and IT knowledge in Telecom environment Team spirit oriented and communication skills in multicultural environmentsFluent English .French is a Big PlusGood Voice Services knowledge and experienceA good knowledge of Orange Business Services process and tools will be appreciated.Le plus de l'offreJob position contextAs part of Customer Service and Operations (CSO), the Performance & Process Management entity (PPM) 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.PPM guarantees the operational efficiency and quality of experience of its customers.SLM missionsThe SLM intervenes upstream and downstream of service development projects for which the purpose is to design, develop and deploy new products or product evolutions.He/she ensures the work instructions used by the operational entities are up-to-date. The following processes are within his/her scope:Commercial OrderingService TransitionService Operation including Customer ServiceBillingHe/she contributes to the evolution of Orange Business Services offers by :Meeting the market needsOptimizing the operationalEntitéCustomer Services & OperationsContratCDI