Service Implementation Expert Job Vacancy in Orange Business Services Gurgaon, Haryana – Latest Jobs in Gurgaon, Haryana – updated today
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Company Name : Orange Business Services
Location : Gurgaon, Haryana
Position : Service Implementation Expert
Job Description : Participate to Business case definition (in close cooperation with project manager) by consolidating elements related to process & toolsValidate marketing documents completeness, from a process & tools perspective, to ensure the Service Development project can startSpecify operational processes adjustments and get validation from Process OwnersContribute for his/her domains to describe end to end functional requirements and data flows based on existing tools, consolidate business justification of required evolutionsEnsure end-to-end consistency of service components developed on existing tools as well as follow-up & report on IT developmentsHarmonize the design of new services within commercial & technical catalogues.Define business acceptance tests plan, execute or supervise their execution and report results and corrective actions to guarantee deliverable is in-line with business expectationsCreate the service process documentation up to work instruction level, in line with operational team’s expectations (Architecture evolution, Ops Info, migration plans, operational guidelines, Support guides…)Write training modules and participate to training sessions to ensure operational teams acquire proper know-how to supply the serviceManage service launch and support operational teams to handle first customers’ contracts &/or pilot customers
Activities linked to the Business Units
Contributes to T4/ T5 / T6 presentations in TTM Product BoardsLeads the Service Improvement Plans (SIP) for Business Unit requests (minor product enhancements with no huge IT impacts)Contributes to the Product Business Case follow up: feedback loop to compare marketing forecasts and operational delivery measurements, feedback on operational costs, …
Activities linked to Operations
Participate in Feedback phase (operational pilot) in support of operational entitiesContributes to Problem Management by giving process and IT support to operational teamsLeads the Service Improvement Plans (SIP) for operational issuesUpdates operational documentation : process related documentation, including training documentation, excluding technical documentationActs as Change Manager for internal changes qualification / specificationEnsures that all released and documented processes (Commercial Ordering, Billing, Service Transition, Service Operations) and associated tools allow operational teams to deliver services in line with OBS Outstanding Customer Experience objectivesDelivers service KPIs within the Service Weather Report, is responsible for a deep analysis of them in order to proactively launch Service Improvement Plans (SIP) with the goal to increase overall efficiency and customer satisfactionEnsures last level support on process and tools domains for operational teams
about you
good knowledge on ITIL Frameworkteam spirit and good level of communication skills both written & oral (international environment)customer satisfaction drivenautonomous, results oriented + leadership (when managing audits & Service Improvement Plans)good understanding of Orange Business Services organization, processes & tools
additional information
This is an end-to-end role (SIE + SLM)
department
Customer Services & Operations
contract
Regular
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