Head of Europe Transformation & Customer Success

About the role

Within Orange Business, Global Delivery Operations (GDO) delivers end-to-end services to Orange Business B2B customers all around the world. GDO supports all OBS portfolio services: data and telephony networks, collaborative solutions, security and mobility.

Role dimension

International Operations consists of 4 operational regions (Europe, APAC, EEMEA, Americas) as well as 4 global competency centres (Egypt, India, Brazil, Mauritius).

• The key objectives are to take end-to-end responsibility towards the customer ensuring optimal performances in the execution of end-to-end processes, driving continuous improvement of programs with internal and external stakeholders, fostering development of skills in line with the evolution of jobs, technologies and digitalization as well as contributing to the pre-sales phase of the customer deals.

International Operations Europe delivers and maintains the services provided to all European Orange Business customers. Teams are in Europe and in Cairo. They are organized in 4 clusters (Northern Europe, Benelux, DACH (Germany, Austria & Switzerland) and Southern Europe) and 3 transversal teams (Local Delivery Management, Build Centre of Excellence and Business Operations). International Operations Europe is a team of around +1,000 people with more than 20 nationalities.

Role dimension

Main activities – Head of Customer Success and transformation

• In the context of the Orange Business evolution and Operations specific transformation, he / she will be leading transformation projects to structure a strong operational team engine, build the governance of the future and achieve the effective integration of our teams.
• Particularly leading the transformation of Service Management to Customer Success management
• Set up and run new governance for the overall transformation, including budget / cost management, resources management, risk management and all incurred reporting & structural changes.
• He / she will also contribute to the overall operational execution plan and business OKRs.
• Execute strategic, operational, and cultural agendas calling for change.
• Linking the leadership team and the broader organization to connect the dots to ensure best-in-class customer experience, mapping effectively the customer journey, connecting the dots, bringing more cross-working.
• Lead a program to anticipate / support skills evolution, upskilling current teams, while defining new skills to be sourced from the market.
• New ways of working centred on empowerment, multi-competencies, community management leveraging collective intelligence, maximising the opportunity to enrich and share expertise.
• To empower the teams to allow them to evolve towards a learning organization, fostering collaboration and agility as main levers for transformation.
• To boost simplification and automation to optimize the service quality while permanently improving our operational and financial performance.

About you

Profile and experience

• Leadership and successful experiences in team management with a real vision around agility and collaboration to lead transformations and empower teams
• Previous experience of transition, transformation and operations either in a telco or in a Service Integrator is welcomed
• Experience in dealing with customers, proactively taking the lead in crisis situation and establishing trustful relationships with them
• Good awareness of the organization of B2B activities coupled with know-how in operations activities with a focus on operational and financial excellence
• Familiarity in working with different cultures, in a fast moving & multi-actors environment
• A strong experience in managing third parties and providers in tight cost management
• Excellent interpersonal skills and aptitude to work cross-functionally, to coordinate and bring together various players : cooperative mindset & cross-functional influence capabilities
• Goal and result oriented associated to a strategic vision
• Leadership and communication skills with the faculty to make synthesis in a complex environment
• Change agent

Additional information

None

Contract

Regular