Supervisor Local Delivery Manager NAM

Orange SA; Petrópolis; Presencial; BRL 70.000 - 100.000; Tempo integral

Resumo da oferta

A leading company in digital integration is seeking a Service Delivery Coordinator to ensure timely delivery of services and enhance customer satisfaction. The role involves managing service orders, optimizing resources, and serving as a primary contact for clients. The ideal candidate should have strong knowledge of telecommunications, excellent planning skills, and be customer-oriented, ensuring quality service delivery in a fast-paced environment.

Qualificações

• Solid experience in telecommunications.
• Fluency in English and proactive customer focus.
• Strong organizational and decision-making skills.

Responsabilidades

• Manage customer solution/service orders ensuring on-time delivery.
• Perform order validation with customers and coordinate service components.
• Act as Single Point of Contact for customers, updates them on delivery status.

Conhecimentos

Telecommunications

Customer Service

Planning

Communication

Formação académica

Degree in telecommunications

Ferramentas

SESAM

GOLD

SALTO

Descrição da oferta de emprego

About the Role

• Accountable for the on-time delivery of all service orders in the assigned local country/ies.

• Meet or exceed the targets set by management regarding Customer Satisfaction, including TDD/CDD (Target/Committed Delivery Date), LTC (Lead Time to Connect), overdue orders, database accuracy, and quality of first-time installation.

• Manage all customer solution/service orders from receipt to local handover, ensuring milestones are met.

• Perform order validation with local customers and help define/revise TDD based on customer needs and availability.

• Determine appropriate local entry points and manage local loop requests from receipt to physical delivery.

• Ensure timely receipt of local loops and equipment, resolving issues with carriers or third-party vendors.

• Establish delivery dates in coordination with customer requirements and proactively track service components until full delivery.

• Update sales/provisioning databases accurately and escalate issues to meet delivery commitments.

• Optimize circuit order resources and costs, manage port allocation, and coordinate circuit orders with vendors.

• Lead circuit testing until fully operational and serve as the Single Point of Contact (SPOC) for the customer, providing status updates and managing relationships.

• Request site surveys, assist during installation, and incorporate country-specific requirements into provisioning.

• Perform other duties as assigned by the manager.

About You

• Strong understanding of telecommunications, messaging, hosting, and security technologies.

• Knowledge of circuits, hardware, network components, and the Telco environment.

• Familiarity with Service Delivery processes and Orange services.

• Experience with tools such as SESAM, GOLD, SALTO is preferred.

• Excellent organizational, planning, and customer-facing skills.

• Detail-oriented, with good time management, communication, and decision-making skills.

• Independent, customer-focused, with a proactive attitude and team spirit.

• Fluent in English.

• Degree or equivalent in telecommunications preferred but not mandatory.

• Solid experience in local telecommunications and customer service.

Department

Global Delivery & Operations

Orange Business is a global network and digital integrator, with over 30,000 employees worldwide, dedicated to providing sustainable global solutions and supporting strategic business initiatives.