Exception Support Manager (Esm)

About the role

Mission / role purpose

Primary mission is to provide Level 2 support to the LDM team & LDM team manager, interfacing with ODM/Account/PM teams in order to drive and continuously improve the delivery performance of country terminating orders.

The Exception Support Manager (ESM) will work in direct association with (and in support of) the LDM Team Manager and will also be a key interface with other CS&O entities (Carrier Vendor Management, CPT-A, FOIS, ODM, SCM) to identify areas for performance improvements.

Objective – To achieve or exceed Orange iTDD.

The ESM also be aligned to Key & Large Project accounts (subject to country cluster & requirement) and will essentially act as an extension of the customer account team, to be involved during pre-sales activities, kick-off meetings,customer facing meetings specific to local delivery complexities & will act as a subject matter expert for local delivery within their assigned country region.

They will also be engaged on non-Key/Large Project orders where there are delivery (carrier, or otherwise) complexities.

The ESM will be accountable to identify repetitive process issues, to report them to his/her manager &/or to work on them with other CS&O entities or suppliers in order to eliminate them – Proposing process improvement wherever it’s needed.

The ESM is playing a key transversal role to create links between teams.

Key accountabilities / key result / decision areas (outcomes)

Excellence in customer (internal & external) & carrier management, ensuring delivery of required results as per the business expectations. This will be achieved by managing activities in a professional way & supporting executive management whilst delivering measurable results in a complex & challenging environment.

1. Second Level Escalation support

Accountable for 2nd level escalation support for LDM team. Working closely with LDM team manager to continuously drive performance within region.

2. Continuous Improvement and RCA focus

Support Service Transition teams & LDM management in identifyng initiatives to enhance business performance and increase quality with suppliers & processes. Assist LDM Team Manager in socialising ‘lessons learnt’ from previous projects and support in ensuring learning/awareness within the LDM team.

ESM is a key player to develop & promote best practice rules through the region.

3. Manage &/or challenge carrier delivery

Take necessary actions and initiate escalations with the supplier to achieve or exceed carrier SLA’s. Review both weekly and monthly the carrier operational performance with LDM Team Manager/CS&O Carrier Vendor Manager.

Synchronize the actions towards the carriers with the Carrier Vendor Manager (CVM) where applicable.

Report all recurrent issues with carriers to CVM in order to eliminate them. Follow up on the actions with CVM.

Priority focus on orders with complex delivery issues, overdues, ON HOLD, wayleaves & any other ‘blocked’ or ‘stuck’ complexities.

4. Prioritise and Escalate

Accountibility to change the initial choice of supplier in order to provide the most appropriate solution to meet customer requirement.

Authority to escalate & prioritise order focus with management teams (both carrier & internal) & suppliers.

Review critical / high focus orders through a regular review mechanism with LDM Team Manager & relevant CS&O entities or supplier.

5. Foster strong communication and effective relationships

Emphasise meaningful and timely communication between Orange entities & suppliers – ensuring LDM, key stakeholders (ODM, PM, account team) & customers are well informed. Support in managing customer expectations versus telco/supplier capabilities.

6. Focus on complex orders

Pro-actively review orders identified to be complex, such as contingency sites (diversity, separacy), and challenge Technical Design Team to ensure right-first-time solutions for Orange customers.

Review & support complex delivery issues with account teams.

Dedicated & aligned support for Diamond, Key & Large Project accounts (subject to country cluster & requirement).

7. Local Subject Matter Expert (‘extended account team’ for Diamond, Key & Large Project accounts)

Primary entry point/contact for Diamond, Key, Large Project & complex customer roll-outs.

(Where applicable & subject to country cluster & requirement) Be actively engaged during pre-sales activities for Diamond, Key & Large project accounts in order to identify any potential risks on project roll-out & mitigate potential crisis situations.

Attend regular & agreed scheduled calls (where required) with customer and account team supporting complex, critical & project based installs for Diamond Accounts & other selected customers.

8. Support & develop interlock/relationship with MSC’s/account teams

Act as an ambassador for the LDM Team, promoting & illustrating LDM strengths. Support in improving working relationships with internal teams & external suppliers.

About you

Knowledge and abilities

• Strong digital, face-to-face and group communication skills to inteface with partners, suppliers, customer and Orange internal staff.
• Active participation and availability on digital collaboration tools.
• Proved skills/expertise and leadership in crisis management.
• Sound understanding of the telecoms and IT industries.
• Expert in the methods for the timely progress reporting of varying activities, tailored for executive visibility.
• Excellent written and oral communication, with an ability to tailor the approach.
• Experienced in effective problem solving techniques with ability to resolve individually or through facilitating a team of appropriate experts.
• Understanding and keeping the customer or client’s needs continually in mind when taking actions or making decisions
• Strong knowledge of local delivery processes
• Language skills German and English
• Ability to work under pressure.
• Ability to deal with multiple tasks.
• Embrace change and the new fast paced digital market

Education, qualifications, and certifications

Degree in business, science (or other relevant area) and/or equivalent relevant experience.

Cisco certificate (CCNA). (+)

Experience

Principles, methods and techniques for the effective management of projects.

5 years experience of demonstrated competence in customer facing roles.

3 Years experience working in an international telecoms/IT environment.

Additional information

Department

Customer Services & Operations

Contract