Lead Service Delivery Manager - Indiana - Orange Business

Description

About Us

Join us at Orange Business We are a network and digital integrator that understands the entire value chain of the digital world, freeing our customers to focus on the strategic initiatives that shape their business. Every day, you will collaborate with a team dedicated to providing consistent, sustainable global solutions, no matter where our customers operate. With over 30,000 employees across Asia, the Americas, Africa, and Europe, we offer a dynamic environment to develop and perfect your skills in a field filled with exciting challenges and opportunities.

About The Role

• Operational & Maintenance (O & M) to deliver Scope & Deliverables
• Service Level Management
• Service life cycle management
• Profitability tracking
• Contract & Contract related Compliance Management with Customer & partners/vendor
• Accounts Health & support to renewals opportunities
• Services Governance – External & Internal
• Stake holder management – External & Internal
• Compliances adherences, Initiatives for Continuous Improvement
• Team/Employee Management & Development
• Business farming as Horizonal growth
• SLA/O achievement without Penalties
• Customer experience – NPS (Net Promoter Score)
• Operation management within budget
• Employees effective utilization & experience, capability enhancement
• Financial controlling & Profitability tracking
• Relevant cost budgeting in Business Case

About You

• 15 years of experience in with strong technical foundation, delivery operations, or a similar role, preferably in the IT services or system integration industry
• Proven experience leading large, diverse teams and managing complex delivery projects and operation in the Service Integrator business.
• Ability to operate and navigate effectively in an VUCA (Volatile, Uncertain, Complex, Ambiguous) eco-system internally and externally both at a strategic and tactical level to achieve desired outcomes.
• Strong track record in financial management, including budget creation, cost control, driving profitability and financial reporting.
• Experience in both enterprise and public sector service delivery /operation is a plus.
• Familiarity with processes of OEMs like CISCO, HP, Dell etc. especially on RMA/TAC support etc.
• ITIL or similar certifications in service delivery management.
• Outcome Focused, Independent and Resourceful Problem Solver, Effective Communicator & Negotiator, Strong Stakeholder Management.

Operations Management

• Provides post-sale technical support services to customers, including installation, troubleshooting, problem resolution and maintenance of products and services
• To be the customer's primary senior point of contact within Orange Business, for all escalated service delivery & operational related issues
• Ensure the delivery and operations entity's customer SLAs are fully met or exceeded and obtain necessary acceptance certificates.
• Interface with OB operational stakeholders on a regular basis and conduct periodic executive operations & service reviews.

Customer Engagement

• Build and maintain strong relationships with key stakeholders, acting as the primary point of contact for all delivery operations-related matters.
• Resolves customer inquiries and complaints fairly and effectively
• Provides product and service information to customers and identifies upselling opportunities to maintain and increase income streams from customer relationships
• Recommends and implements programs to support customer needs
• Drive customer satisfaction by proactively addressing any concerns, challenges, or escalations related to project delivery & operation. To lead management of customer service improvement plans to increase customer satisfaction (NPS).
• Provides new and existing customers with the best possible service in relation to billing inquiries, service requests, suggestions and complaints
• Interface with the customer a regular basis and conduct periodic executive service & program reviews.

Financial & Business Management

• Develop and manage the delivery budget, ensuring that financial targets and profitability goals are achieved.
• Review, validate and approve dimensioning and optimised resource cost inputs to commercial/presales team.
• Participate in technical reviews with customer both at pre-bid & post bid stages as the approver gate.
• Analyze financial data to provide insights and recommendations for improving the efficiency and profitability of delivery operations.
• Ensure revenues are recognised & cash collected from customers on time.
• To assist in additional service & project management contract negotiation in parallel with Account Director & customer team where applicable.

Team Management

• Lead, mentor, and manage the delivery and operations team, ensuring high performance, engagement, and professional development.
• Build a collaborative team culture focused on delivering high-quality projects and exceeding customer expectations.
• Define clear Structure, roles, responsibilities, and performance metrics for team members, fostering a culture of accountability and continuous improvement.
• Own, lead and execute organization transformation strategy to align and adapt the team structure to align and support the overall OB Business & Go-To-Market strategy.

Strategy & Process Optimization

• Design & deploy the right mix of resources to achieve both financial & performance objectives.
• Continuously assess and improve delivery processes, methodologies, and tools to increase efficiency, scalability, and customer satisfaction.
• Drive innovation within the delivery team by identifying new technologies, trends, and best practices that can enhance service delivery.
• Work closely with account managers to obtain change orders where appropriate to up/cross sell and contain scope creep.

Collaboration With Cross-Functional Teams

• Partner with departments like sales, presales, project management, commercial, legal and other delivery functions, to ensure a seamless customer experience.

What We Offer

• Global Opportunities: Work in multi-national teams with opportunity to collaborate with colleagues and customers from all over the world.
• Flexible Work Environment: Flexible working hours and possibility to combine work from office and home (hybrid ways of working).
• Professional Development: training programs and upskilling/re-skilling opportunities.
• Career Growth: Internal growth and mobility opportunities within Orange.
• Caring and Daring Culture: Health and well-being programs and benefits, diversity & inclusion initiatives, CSR and employee connect events.
• Reward Programs: Employee Referral Program, Change Maker Awards.

Only Your Skills Matter

Regardless of your age, gender identity, race, ethnic origin, religion/belief, sexual orientation, marital status, neuroatypia, disability, veteran status or appearance, we encourage diversity within our teams because it is a strength for the collective and a vector of innovation. Orange Group is a disabled-friendly company and equal opportunity employer: don't hesitate to tell us about your specific needs.