Senior Manager Multi service Desk

Master

Mission: 

 Reporting to the Head of Customer Indian Ocean Customer Support (IOCS), the Senior Manager will lead and manage technical teams over various solutions & services proposed by Orange Business Services worldwide customers.

Role & Responsibilities:

• The Senior Manager should be capable of:
• - Providing leadership & guidance to direct reports, typically comprising of networking and SDWAN solutions and services to effectively perform their jobs and responsibilities in their day-to-day management
• - Leading complex solutions / projects (Connectivity / Network) where analysis of situations or data requires an in-depth evaluation of multiple factors.
• - Applying deep and broad technical background and knowledge of industry trends to operate several critical or high-risk technology areas/customer groups
• - Developing and implement initiatives to improve expertise and customer service results in continuous improvement plans and agile methodology
• - Having a good understanding of business cost structure budget, staff and other associated costs
• - Integrating new ways of working in a framework to drive digital transformation (agile approaches)
• - Consolidating feedback on customer satisfaction and internal service performance to foster continual improvement.
• - Providing leadership and direction to the team and ensure all service levels are met or exceeded
• - Participating actively in operational governance at all levels and be of high value added to major operational decisions
• - Being accountable and has the ability to report problems & issues & success to the head of department effectively and participate in decision making
• - Ensure that all teams work effectively to improve and deliver value to the client
• - Implement best practices to ensure that the teams work as effectively as possible
• - perform training needs analysis and define teams’ and own professional development for multiskilled competences
• - contribute to customer satisfaction
• - drive improvement plans on employee engagement and motivation
• - to monitor and guide team towards compliance to procedures, performance targets and overall KPIs set for the department
• - review employee performance on a regular basis and ensure that necessary development plans/coaching are implemented for directly reporting staff to enhance staff competency, performance, motivation and retention.
• - to contribute to enhancement and optimization of operational procedures to meet organizational business objectives
• - to define interlocks for each team with external entities to promote work and teamwork daily
• - to provide a conducive, agile working environment for employees by promoting team cohesion and team spirit

 Profile:

- Minimum of 10 years’ experience in global IT/Telecom

- A solid background and experience of working as a managing multiskilled domain

- Experience of managing services / products across network and IT domains

- Solid technical background and profound technical knowledge of managed LAN/WAN & global networking

- Solid experience in providing support to customers / end-users or IT decision makers

- Master’s degree in the following fields - IT / MBA or equivalent

- Certifications: ITIL / CCNA / PMP / SAFe or any relevant certifications pertaining to this domain

- Project Management Skills

- Excellent Communication Skills

- People Management Skills

- Leadership Skills

Behavioral skills (targeted advanced level required):

• Flexibility
• Performance and results-oriented
• Effective communication
• Ability to lead and persuade stakeholders

Professional skills (targeted advanced level required):

• Customer oriented
• Operational and financial excellence
• Global leadership effectiveness
• Customer service orientation