About the Role
• Accountable for the on-time delivery of all service orders in the assigned local country/ies.
• Meet or exceed targets set by management regarding:
- Customer Satisfaction
- TDD, RTDD, ITDD, NS#3, and associated metrics
- Management of Gold and Sesam orders
- Database and dispatch accuracy
- Quality of first-time installation
• Manage all customer solution/service orders from receipt to local handover as per predefined milestones.
• Perform order validation with the local customer.
• Define, revise, and monitor metrics based on customer needs.
• Determine appropriate local entry points.
• Manage local loop requests from receipt to physical delivery, ensuring schedules are met.
• Ensure timely receipt of local loops and equipment based on service orders.
• Resolve ordering issues with carriers or third-party vendors.
• Coordinate local loop delivery dates with service transition metrics.
• Track and manage service components until full delivery.
• Proactively manage orders to meet metrics.
• Keep sales/provisioning databases updated.
• Escalate or expedite issues to minimize delays.
• Optimize circuit ordering, resources, and costs.
• Manage port allocation and circuit orders with vendors.
• Lead circuit testing until operational.
• Serve as the single point of contact for customers.
• Manage site surveys, acceptance tests, and country-specific requirements.
• Support the installation phase with field engineers.
• Perform other duties as assigned.
About You
• Knowledge of telecommunications, messaging, hosting, and security protocols and technologies.
• Understanding of circuits, hardware, hosting, security, messaging, and network components.
• Familiarity with Service Delivery processes and organization.
• Knowledge of Orange Services.
• Experience with tools like SESAM, GOLD, SALTO preferred.
• Understanding of the Telco environment.
• Excellent organizational, planning, and time management skills.
• Customer-facing and communication skills.
• Decision-making ability and a proactive attitude.
• Customer-focused, team-oriented, and self-starter.
• Fluent in English.
• Degree or equivalent in telecommunications preferred.
• Experience in telecommunications and customer service is highly desirable.
Department
Global Delivery & Operations
Orange Business is a network and digital integrator, providing global solutions across Asia, the Americas, Africa, and Europe. Join our dynamic team to develop your skills in a challenging and rewarding environment.
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