Customer Service Director

**About the role**:Overall CSD Responsibilities- To have overall accountability for the quality of solutions provided to multi-national Customers. (measure service provided against defined Service Level Agreements).- Increase the value that Orange delivers to a customer, and deliver continual service improvement.Service Level Management- 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 if there is no CPD / PM assigned and/or the process is not working smoothly- 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.- Present monthly service reviews and Service Improvement Program actions; manage customer expectations; interpret high-level dashboard of all operations to customer (sponsor / service director).- Provide customer with informed industry benchmarks e.g. Gartner, Telemark; propose service enhancements which continually position Orange Business Services as best in class.- Proactively review overall service requirements with business users; identify gaps and opportunities, help users articulate needs.- Help customer up-scope existing contracts; help visualize the enhanced value and assist AGM / ECT 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- Present monthly high-level dashboard of all operations to Customer Operations Director; highlight trends and value generation opportunities.- Identify and create Additional Customer Value.- Continually review efficiency of Orange Business Services processes to ensure delivery of world-class innovative solutions.- Lead the post sales service managers assigned to the account and ensure all are working together to bring a high level of customer satisfaction.- Continually develop service improvement actions to identify opportunities to provide additional value to the customer.- To lead regular Customer service review meetings at Corporate levels.- 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.Financial Management- Perform financial management according to the service sold to the customer. Responsible for service management P&L....- Peer review monthly customer billing; ensure bill accuracy.- Accountable for resolution of billing issues and assist AGM in escalated case.- Ensure billing remains consistent with contract and client expectations.- To assist CSM Management team in developing Service Management revenue opportunities on new business.**About you**:- Degree level or equivalent (Business or Science Degree);- ITIL intermediate certification is a must- 7-10 yrs of work experience in Global Service Transition / Operations; general technical understanding of network-based services- Customer Service Excellence / face-to-face customer interaction- Multi-disciplinary experience in customer-facing roles- Proven track record in managing multiple Service Management teams / third party vendors- Excellence in project management (performance, risk and cost control); ITIL or Six-Sigma qualification desirable- Proven leadership skills with virtual teams- Fluency in English is a must**Additional information**:**Department**:Customer Services & Operations**Contract**:Regular