Customer Service Director

**About the role**:
The Customer Service Director is accountable for the provision of day-to-day coordinated delivery of confirmed contractual solutions and services for a given customer. This includes the following:
Overall assurance for the quality of service and customer satisfaction for all implemented Orange Business Services in-sourced and outsourced services and solutions

Accountable for accuracy of billing for services delivered

Proactively identify and scope opportunities for service enhancement providing customer cost reductions and greater value generation

Spread innovation and/or optimization by the development of new or improved processes

Position Service Management product offering in alignment to Customer needs

To have overall accountability for the quality of solutions provided to multi-national Customers. (measure service provided against defined contractual requirements). Increase the value that Orange delivers to a customer while delivering continual service improvement.

**About you**:
Qualification / Experience / Skills

Qualification

Degree level or equivalent (Business or Science Degree); ITIL certification, Agile methodology as plus.

Experience

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 skills managing virtual teams

7-10 years of work experience in Build or Operational environment with very good knowledge of Network / Cloud / Software based services and technologies as well as Solutions, Services included in Orange strategy

Ability to motivate team in virtual team environment

Budget management and cost controlling experience

Good level of practiced IT technical knowledge

**Skills**:
Language Skills: English (additional language as plus)

Technical Skills: good knowledge of Network, IT Services, Mobility, Voice, integration solutions, cloud and software base technologies (like IoT)

Soft Skills: good communication, negotiation, presentation, organization skills

Can work well under pressure and can handle escalations calmly and reliably.

Proactive, can-do attitude

Diplomacy, tact and multi-cultural awareness

Teamwork, Tenacity combined with strong customer focus

**Additional information**:
**T**he benefits of being Orange**
- Because Orange Business Services hires the best people, we work hard to provide benefits that make their lives better, so we offer a comprehensive benefit program which features:

- Health coverage for you and your family through medical, dental, vision plans
- Financial protection through disability, life, accidental death and dismemberment, and business travel insurance
- A 401(k) plan with company match
- Tax advantages through a health savings account, health and flexible spending accounts that allow you to pay for specific health-care and dependent care expenses with pre-tax dollars
- To help you manage your work and life needs we offer an employee assistance program, adoption assistance, tuition reimbursement, a healthy living reimbursement program, and a group legal service plan
- Homeowner’s, automobile, critical illness, accident, hospital indemnity, ID Theft and pet insurance at group rates
- A generous paid time off program in which the benefits increase along with your tenure with the company; we also offer time off for participating in community service
- Wellness initiatives that support the holistic wellness needs of our employees

When you join Orange Business Services, you become part of the Orange family, a group of people who drive innovation, embrace change, and celebrate the global community which is Orange. Our culture values the diverse contributions of all backgrounds and recognizes that work/life balance is key to the success of our people and customers. People at Orange are at the heart of our strategic ambition and co-create a future forward company that supports growth and career development.

**Department**:
Global Delivery & Operations

**Contract**:
Regular