Service Delivery Lead
- Orange Business
- 15 - 22 years
- Gandhinagar
- 7 months ago
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Job Description
We are seeking a Lead- Services Delivery with a minimum of 15 years of experience.
Your Mission if you accept this role:
Operations Management:
- Provides post-sale technical support services to customers, including installation, troubleshooting, problem resolution and maintenance of products and services
- To be the customers primary senior point of contact within Orange Business, for all escalated service delivery & operational related issues
- Ensure the delivery and operations entitys customer SLAs are fully met or exceeded and obtain necessary acceptance certificates.
- Interface with OB operational stakeholders on a regular basis and conduct periodic executive operations & service reviews.
Customer Engagement:
- Build and maintain strong relationships with key stakeholders, acting as the primary point of contact for all delivery operations-related matters.
- Resolves customer inquiries and complaints fairly and effectively
- Provides product and service information to customers and identifies upselling opportunities to maintain and increase income streams from customer relationships
- Recommends and implements programs to support customer needs
- Drive customer satisfaction by proactively addressing any concerns, challenges, or escalations related to project delivery & operation. To lead management of customer service improvement plans to increase customer satisfaction (NPS).
- Provides new and existing customers with the best possible service in relation to billing inquiries, service requests, suggestions and complaints
- Interface with the customer a regular basis and conduct periodic executive service & program reviews.
Financial & Business Management:
- Develop and manage the delivery budget, ensuring that financial targets and profitability goals are achieved.
- Review, validate and approve dimensioning and optimized resource cost inputs to commercial/presales team.
- Participate in technical reviews with customer both at pre-bid & post bid stages as the approver gate.
- Analyze financial data to provide insights and recommendations for improving the efficiency and profitability of delivery operations.
- Ensure revenues are recognized & cash collected from customers on time.
- To assist in additional service & project management contract negotiation in parallel with Account Director & customer team where applicable.
Team Management:
- Lead, mentor, and manage the delivery and operations team, ensuring high performance, engagement, and professional development.
- Build a collaborative team culture focused on delivering high-quality projects and exceeding customer expectations.
- Define clear Structure, roles, responsibilities, and performance metrics for team members, fostering a culture of accountability and continuous improvement.
- Own, lead and execute organization transformation strategy to align and adapt the team structure to align and support the overall OB Business & Go-To-Market strategy.
Strategy & Process Optimization:
- Design & deploy the right mix of resources to achieve both financial & performance objectives.
- Continuously assess and improve delivery processes, methodologies, and tools to increase efficiency, scalability, and customer satisfaction.
- Drive innovation within the delivery team by identifying new technologies, trends, and best practices that can enhance service delivery.
- Work closely with account managers to obtain change orders where appropriate to up/cross sell and contain scope creep.
Collaboration with Cross-Functional Teams:
- Partner with departments like sales, presales, project management, commercial, legal and other delivery functions, to ensure a seamless customer experience.
Key Responsibilities
- Operational & Maintenance (O & M) to deliver Scope & Deliverables
- Service Level Management
- Service life cycle management
- Profitability tracking
- Contract & Contract related Compliance Management with Customer & partners/vendor
- Accounts Health & support to renewals opportunities
- Services Governance External & Internal
- Stake holder management External & Internal
- Compliances adherences, Initiatives for Continuous Improvement
- Team/Employee Management & Development
- Business farming as Horizonal growth
- SLA/O achievement without Penalties
- Customer experience NPS (Net Promoter Score)
- Operation management within budget
- Employees effective utilization & experience, capability enhancement
- Financial controlling & Profitability tracking
- Relevant cost budgeting in Business Case
What you can bring to Orange Business Services-
- 15 years of experience in with strong technical foundation, delivery operations, or a similar role, preferably in the IT services or system integration industry.
- Masters degree in business, Engineering, Computer Science, or related field
- Proven experience leading large, diverse teams and managing complex delivery projects and operation in the Service Integrator business.
- Ability to operate and navigate effectively in an VUCA (Volatile, Uncertain, Complex, Ambiguous) eco-system internally and externally both at a strategic and tactical level to achieve desired outcomes.
- Strong track record in financial management, including budget creation, cost control, driving profitability and financial reporting.
- Experience in both enterprise and public sector service delivery /operation is a plus.
- Familiarity with processes of OEMs like CISCO, HP, Dell etc. especially on RMA/TAC support etc.
- ITIL or similar certifications in service delivery management.
- Outcome Focused, Independent and Resourceful Problem Solver, Effective Communicator & Negotiator, Strong Stakeholder Management.
Job Classification
Industry: IT Services & ConsultingFunctional Area / Department: Customer Success, Service & OperationsRole Category: Service DeliveryRole: Service Delivery ManagerEmployement Type: Full timeContact Details:
Company: Orange BusinessLocation(s): Gandhinagar+ View Contact
Keyskills: Project Management Service Delivery IT Infrastructure Project Delivery SLA Management Operations Management
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