Customer Service Director

About the role

The Customer Service Director is accountable for the provision of day-to-day coordinated delivery of agreed contractual solutions and services for a given customer.  This includes the following:

• overall responsibility 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
• to position Service Management product offering in response to Customer needs
• To be the Customer’s primary senior point of contact within Orange, for all escalated Service-related issues.
• Ensure full compliance of agreed solutions and services to meet customer needs; proactive monitoring of agreed Service levels in order to deliver exceptional service and acknowledged customer value; focus on beating the target.
• Engagement in organic growth orders / upgrades
• Ensure customer sees and feels Orange Business Services delivery as a seamless team irrespective of internal / third party structures.
• Identify and mitigate risks (failure or delay); ensure appropriate levels of business contingency / continuity are in place.
• Lead Service Improvement Program; manage customer expectations; interpret high-level dashboard of all operations to customer (sponsor / service director).
• Help customer up-scope existing contracts; help visualize the enhanced value and assist CBU / ECT to build the business case / sales presentations.
• To ensure availability of adequate and timely reports which include measurements against Customer SLAs on Quality, Change and Performance of the services provided to the Customer.
• Win trusted status as the extended member of customer’s service team.
• Optimize operational processes to match economic balance between Orange Business Services industrialized processes (factory deliverables) and customized requirements.
• Lead the post sales service managers assigned to the account and ensure all are working together to bring a high level of customer
• To assist in Service Management Contract negotiation in parallel with Account Manager/Director where requested.
• To assist in RFP solutions and provide pre-sales presentations to customers when required.
• Interface with the customer at Senior Management level on a regular basis and conduct periodic executive service reviews.
• To assist CSM Management team in developing Service Management revenue opportunities on new business.