The Customer Service Director is a multi-domain operational expert. Who leads and coordinates all operational teams mobilized in complex multi-domain incident, problem and change management activities on the client’s contractual services; be it during the BUILD or the RUN phase. During the BUILD phase, they will work closely with the PM and/or the CSM/CSD in preparing the operational teams to manage the solution in the RUN phase. During a major incident, involving top management, the OA can play the role of crisis manager.

The CSD will assess; during the pre-sales phase, the feasibility of the technical solution from the operational point of view, in close cooperation with Complex Solutions and the pre-sales consultants.

When the client does not have a lead consultant assigned, the Customer Service Director may extend their responsibility up to the technical/design matters. The CSD will closely work with Consultants for ensuring an end to end design consistency.

The CSD is to advise the clients, to reassure and to come up with solutions when major incidents impacting their business occurs. The CSD participates on analyzing the impact of all operational and technical decisions keeping in mind the best interest of the client and of Orange Business Services on a mid and long-run basis (maintenance, evolution, costs…).

The solutions are based on a blend of offers and technologies: Network connectivity and infrastructures, unified communications, Cyber Defense, Cloud, IT, etc.…

Missions of the Customer Service Director

Pre-sales Phase

• Has continuous knowledge of customer architecture and ecosystems
• Can contribute to technical proposals in pre-sales phase (feasibility)
• Contributes, as part of operations for the design and the operational model
• Supports and advises the project management team and the Client regarding the operational feasibility of the technical solution
  

Build Phase

§ Collaborates on technical solutions deployed for one or several Clients with Engineering

§ Contributes to the final technical selection/s while keeping in mind internal build and run constraints

§ Major contributor on defining the best migration strategy based on technical and organizational constraints

§ Evaluates the technical risks at each step of the build phase and anticipates any potential impacts on the global solution

§ Provides support in technical meetings with the Client as an operations expert to present and convince the Client of the technical choices made.

Run Phase

• Provides technical support for major changes

• Can contribute when major incidents with design impact

• Manage management communication as crisis manager on the major escalation in collaboration with other Operational entities (DCSC, DSOC, CSM, CSD,…)

• Acts as Technical Design Authority – Changes to Design/Architecture needs their approval.
  

Coordinator / Leader

• Facilitates the interactions between the different technical actors in the initial phases of the project (POC, prototype, pilot phase)
• Interfaces with all forces/ BU: sales, build, run (project director, technical experts, run teams, presales, and post-sales architects, account and business managers…)

Skills

• Degree in computer science, engineering or similar.
• At least 10/15 + years of experience in a technical expertise role, Experience in handling crisis (ITIL)
• Excellent understanding of Networking (Cisco, Huawei), Security (Palo Alto, Infrastructure (Microsoft and Linux), Unified Communications (Cisco IPCC/IPT, Huawei IPCC/IPT) and Applications (NICE) Domains
  • Multi-domains technical skills (at least 2 domains): Networking, unified communications or security
• Very good understanding of compliance, ISO concepts, and technologies
• Relevant certification/s
• Fluency in English with excellent reporting writing and strong presentation skills
• The initiative, self-motivated, ability to work under pressure with internal teams and with the customer (on site when required)
• Strong interpersonal skills, Collaborative leadership and Agility
• Ability to rationalize, support a point of view in front of customer and influence customer.

上班地址：Room 2302, Cloud 9 Plaza, 1118 Yan An Xi Road, Shanghai 200052