Service LifeCycle Manager

Job description

about the role

 

•Take 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 evolution
•Analyze the performance indicators of the Services status reports
•Participate to pilot phases by supporting Operations during services launches
•Initiating and conducting SIP (Service Improvement Plan) following a request of evolution from Marketing or Operations
•Contribute to the Problem Management related to processes and tools
•Contribute with the Product Manager to the performance review of the offer
•Ensure the 'Service Transition ' and 'Service Operation' process tools and  documentation are always up-to-date
•Build and adapt the training materials and deliver training sessions to human resources supporting the operational teams
•Contribute to the monitoring of the 'Business Cases' under the responsibility of Marketing
•Participate to the pruning of the services portfolio

Activities:

For Product/Service development :
•Follow the handover methodology
•Take over processes and procedures of new service offerings or their evolution
•Identify any restrictions
•Participate in customer acceptance tests with the SIE If necessary
•Complete the Service Identity Card with the SIE
•Identify service improvement opportunities

For Service improvement projects :
•Initialize service improvement projects following request from Marketing or from Operations
•Limit the scope of the project and define objectives, planning, load, risks, earnings, external players
•Record progress of the project in the CSI (Continual Service Improvement) portal and present it during the service lifecycle reviews

For Problem Management :
•Take in charge problems identified by Operations
•Analyze the problems
•Elaborate workaround and target solution with relevant stakeholders
•Report on-going problem status on a monthly basis

For Documentation maintenance :
•Consolidate documentation management related to the end-to-end service framework (ST,SO)
•Modify support documentation whenever process or tools evolution happens
•Enhance documentation in continuous improvement along with business operation needs

about you

Must have:
•B.Sc. Degree in business, IT, MIS (or other relevant area)
•Very good understanding of Process Management concepts and practices
•At least 8 years work experience in the IT industry participating in external customer facing projects
•At least 2 years work experience in Process management
•Good understanding of IT and Information Security Concepts & solutions
•ITILv3 Foundation certification (or similar relevant certification)
•Fluent English language skills (written and spoken)
•Fluent French language skills (written and spoken)
•Strong verbal and written communication and presentation skills
•Ability to define robust processes to support design, transition and operational effectiveness
•Ability to interlock with cross-functional teams
•Ability to understand complex services and identify manageable sub-components and service improvement plans
•Team spirit oriented and team work skills in multicultural environments
•Sound customer facing experience
•Autonomous and results oriented
•Good understanding of Orange Business Services organization, processes and tools

Good to have:
•ITIL Intermediate Certification (or similar relevant certification)
•PMP Certification (or similar relevant certification)

additional information

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 SLM scope:
•Commercial Ordering
•Service Transition
•Service Operation including Customer Service
•Billing

SLM contributes to the evolution of Orange Business Services offers by :
•Meeting the market needs
•Optimizing the operational management of services

SLM is a subject matter expert for the services he/she is responsible for.

SLM has the scope, 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. SLM contributes in assuring  the operational efficiency and quality of experience of our customers.

department

Customer Services & Operations

Orange Business Services manages and integrates the complexity of international communications, freeing our customers to focus on the strategic initiatives that drive their business.  Our extensive experience and knowledge in global communication solutions, together with our understanding of multinational business and local support in 166 countries and territories, ensure that our customers receive a consistent, global solution wherever they do business.

contract

Regular