Business/Operations Support Sp. / Services & SLA SME

Job description

about the role

Business data analysis

Business data analysis includes the activities to help managers make strategic decisions, achieve major goals and solve complex problems, by collecting, analyzing and reporting the most useful information relevant to managers' needs.

Information could be about the causes of the current situation, the most likely trends to occur, and what should be done as a result.

Provide an estimate of the required level of effort to define and implement the customized SLA (Service Level Agreement) and KPI (Key Performance Indicator) metrics matrix, the associated reporting and the customized operational processes.

Implementation of a customized SLM on new complex and customized contracts

Design of the complete complex SLA and KPI metrics matrix with for each SLA / KPI a definition of the scope, of the data source and calculation method and of the target service levels.

Implement the required reporting.

If required, design and implement customized operational processes, in order to be able to reach the specific targets agreed with the customer, relying as much as possible on the Orange standard processes, functions and tools.

Monitor and improve the SLA performance and penalty exposure on existing contractsMonitor the SLA performance trend and penalty exposure:

Provide monthly SLA performance and penalty reporting.

Organize in-depth analysis with the relevant stakeholders of the SLA performance and penalty exposure on selected / exposed contracts:

Review of the outstanding actions from previous reviews.

Analysis of the SLA performance and penalty exposure.

Proposal of the appropriate action plan.

Execute missions to improve the SLA performance and to limit the penalty exposure:

Define an action plan based on an in-depth analysis of the SLA performance and penalty exposure.

Execute the action plan with the support of the key stakeholders.

Support the SLA and penalty negotiations with the customer.

Execute missions to solve issues with the SLA / KPI reporting.

Ensure knowledge management and continuous improvement on all aspects of the SLM

Act as process owner for SLM in Europe.

Ensure lessons learned are captured and re-used as appropriate on new contracts / on other existing customer contracts.

Propose internal KPI’s and objectives allowing to efficiently monitor the SLM performance and be more pro-active.

 

about you

Education, Qualification:

University degree or equivalent experience

Fluent in English (other foreign languages is a plus)

Experience:

Minimum of 2 years related work experience in customer facing organizations within the telecom or IT industry.

Good understanding of the Data Science Process

Program and Project Management experience (Prince 2 or Agile – Scrum)

Basic knowledge of core service management processes aligned with ITIL i.e. SLM, Incident, Change, Problem, SACM and Inventory Management.

DevOps and DataOps knowledge

MS Excel and Power BI advanced knowledge.

Ability to define tool specifications.

Good exposure to an international, multi-cultural environment.

Basic presentation skills.

Good negotiations skills.

Excellent time management and ability to multi-task.

 

additional information

The Services and SLA Subject Matter Expert  is responsible for providing Service Level Management expertise across all complex and customized contracts in Europe, with the goal to improve the performance of the services delivered to the customer.

base salary from 1,380 € brutto per month, actual salary is likely to be higher based on skills, knowledge and experience

department

Sales & Marketing Europe

Orange Business Services manages and integrates the complexity of international communications, freeing our customers to focus on the strategic initiatives that drive their business.  Our extensive experience and knowledge in global communication solutions, together with our understanding of multinational business and local support in 166 countries and territories, ensure that our customers receive a consistent, global solution wherever they do business.

contract

Regular