Local Delivery Manager

about the role
Accountable for the on-time delivery of all service orders in the assigned local country/ies.
Meet or exceed the targets set by the management with regards to: Customer Satisfaction; TDD, RTDD, ITDD, NS#3 and associated metrics; Management of Gold and Sesam orders; Database and dispatch accuracy; Quality of 1st time installation.
Accountable for order management of all customer solution/service orders from the receipt of valid service requests, to the local handover as per predefined milestones.
Perform Order Validation of assigned orders with the local customer.
Help define/revise and monitor all metrics based on the local customer's needs/availability.
Determine adequate local entry point.
Accountable for ordering & management of all local loop requests from the receipt of valid service request, to physical customer delivery in accordance with committed schedules.
Accountable for timely receipt of local loops and associated equipment based on a service/solution order received.
Resolve any ordering related issues with the Carrier or Third Party Vendor.
Establish local loop delivery dates in coordination with the service transition metrics.
Proactively coordinate, track and manage service & solution components until full delivery of completed service/solution to the customer.
Perform proactive Order Management to ensure the metrics are met on all orders.
Ensure sales/provisioning databases are accurately updated at all times.
Initiate action to escalate or expedite implementation issues, as required, to minimize delays in meeting customer committed delivery dates for service.
Assess circuit orders optimizing resources (channelized circuits, mux etc...) and cost (reuse of ceased circuits for ex.).
Manage port allocation process based.
Place and track & ensure completion of circuit orders with relevant local Carrier and third party vendors.
Lead testing of circuit deliveries with Carrier until circuit fully operational.
Be the Single Point of Contact for the local customer: provide status and progress reports, manage all related customer relationship management questions with the local customer.
Request and analyze site surveys when applicable.
Be the main point of contact for the Field engineer during the installation phase.
Assist with the various acceptance tests, when applicable.
Incorporate and manage country specific requirements in the provisioning process.
Any other duties as required by manager.
About you
Sound understanding of telecommunications, messaging, hosting and security protocols and technologies.
Sound understanding of circuits, hardware & associated hosting, security & messaging and the network – Network Components.
Good understanding of the Service Delivery processes and organization.
Good understanding of all Orange Services.
Good understanding of ST tools such as SESAM, GOLD, SALTO etc. preferred.
Good understanding of the Telco (Carrier) environment.
Excellent organizational and planning skills.
Detail oriented.
Time management skills.
Customer Facing Skills.
Excellent communication and decision making skills.
Independent self-starter.
Customer Focused.
"Can Do"
Attitude.
Team Spirit.
Fluent in English.
Degree/Equivalent in telecommunications field, preferred, not mandatory.
Solid experience in the specified local telecommunications area.
Customer Service and Telecommunications experience, highly desirable.
department
Global Delivery & Operations
Orange Business is a network and digital integrator that understands the entire value chain of the digital world, freeing our customers to focus on the strategic initiatives that shape their business.
Every day, you will collaborate with a team dedicated to providing consistent, sustainable global solutions, no matter where our customers operate.
With over 30,000 employees across Asia, the Americas, Africa, and Europe, we offer a dynamic environment to develop and perfect your skills in a field filled with exciting challenges and opportunities.
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