Customer Service Director

Responsibilities:
• To have overall accountability for the quality of solutions provided to multi-national Customers. (measure service provided against defined Service Level Agreements).
• Increase the value that Orange delivers to a customer, and deliver continual service improvement.
Service Level Management
• 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 if there is no CPD / PM assigned and/or the process is not working smoothly
• 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.
• Present monthly service reviews and Service Improvement Program actions; manage customer expectations; interpret high-level dashboard of all operations to customer (sponsor / service director).
• Provide customer with informed industry benchmarks e.g