Recrutement de 01 Senior Project Manager- NAM

Senior Project Manager- NAM
Ref : 556795 | 08 janv. 2020

Date limite de candidature : 07 avr. 2020

USA VA Oak Hill - United States
Autres lieux de travail : USA-FL-Clearwater USA-GA-Atlanta
Leaflet
Votre rôle
As part of North American Regional Operations, the role of a Senior Project Manager is to oversee large projects including multiple products using Synergy methodology to ensure all projects are delivered on time and on budget. Strong and efficient interaction with all internal and external business stakeholders is a must. Customer satisfaction is at the center of this role.

In addition the Sr. Project Manager will assist in developing the Post-Sales engagement processes / programs in the region through the governance in place in region and within International Business Operations (IBO).
Engage directly with the customer post-sales to ensure complete alignment with customer expectations and to deliver a tailored solution.
Prepare and maintain the necessary documents that track the deal construction (Pre to Post Sales Hand over Documents, etc)
Provide researched recommendations on the appropriate blend of local, near-shore and off-shore resourcing for each customer and act as final voice for CS&O in negotiating any blended CS&O model.
Maintain and develop online content and materials supporting CS&O front office and Web Portal.
Identify and mitigate risks (failure or delay) by ensuring appropriate levels of business contingency / continuity are in place.
As required, support aspects of the design solution through to the post sales implementation model where needed based on complexity, experience, work prioritization.
Ensure effective knowledge transfer between the Project teams and the Operations team – documentation and handover meetings.
Ensure the Customer Service Manager is engaged early in all Projects to ensure a smooth transition into Operations.
Ensure all documentation required for cutover between the Project team and the Operations team is completed on time.
Ensure Client signs off on all deliverables before moving into Operations.
Manage the transition process and the early live support process to ensure client satisfaction with the transition process.
Maintain transparency of internal functional / organizational boundaries to the Customer. The Sr. Project Manager will be a primary point of contact within Orange Business Services, for all service related issues, and will monitor escalations and implementation of corrective actions to restore services.
Help develop the strategy and improve performance within the CS&O Outsourcing domain with specific reference to: Professional Services, Service Management Offering, Commercial Management, Vendor Management, Global Sourcing, IT tools, Engagement, Transformation, Migration and End state operations.
Proactively identify and scope opportunities for service management enhancement providing cost reductions and greater value generation from within CS&O.
Contribute to developing CS&O Customer Service Management Strategy for Outsourcing and ensure all stakeholders agree and understand roles and responsibilities. This includes member service center SC’s, Regions, Project office, Order to bill, Global Service Center, Field Services, Telephony Service Ops and IT Ops.
Leading cross-functional teams, the Sr. Project Manager will oversee projects throughout the lifecycle and work with partners, customers, and Orange colleagues to analyze and evaluate business requirements.
Required to provide coaching and support to virtual project team members.
A willingness to assume responsibility across CS&O activities, present problems objectively, seek counsel from team members and develop new approaches to solve problems while managing key stakeholders.
Gain familiarity with transversal methodologies (Synergy for the Project Managers, Visionary for Program Manager) in order to streamline and simplify process where possible. Additionally, act as conduit to communicate back variances/uniqueness in business strategy with other regions.
Demonstrate flexibility and critical thinking when responding to requests by external and internal stakeholders, while maintaining focus on CS&O goals and objectives.

Votre profil
Must be committed to delivering Customer Service solutions that balance competitiveness and realism.
Strong analytical skills, good commercial awareness and understanding of technical developments within the industry.
Ability to work independently (self-starter), under pressure and with a high degree of autonomy while maintaining good motivation. “ A can do, will do and does” individual.
Knowledge of Orange Product & Services and the organization roles and responsibilities within Orange. Financial acumen including building a Business Case, preferred.
Ability to craft clear operational process and procedures as required.
Capable of taking initiatives and making business decisions based on objectives and after considering risk factors involved.
Professionalism and empowerment in change management, risk identification / management, assignment, mitigation and reporting.
Maintain a tactful and collaborative approach while working with various transversal teams, understanding the different success drivers of each.
Ability to provide concise and appropriate reporting for various levels of management within the organization.
Ability to develop and enhance metrics to demonstrate ongoing success of this effort.
Education / Experience

+6 years experience minimum required
Five plus years demonstrated competence in management of large projects and/or programs.
Experience in functional management in an international matrix organization.
Experience working in an external client facing role within the telecom and IT industry sectors or within service consultancy businesses.
Former experience within the Orange group and especially the knowledge of orange products & services, delivery organizations, processes and methods and a personal network of relations is a plus.
Experience in successfully packaging, valuating and implementing solutions through all stages of the lifecycle from deal discovery to post sales implementation and run is essential.
University or Master ‘s degree (preferred) in engineering or business administration (or equivalent experience)
Relevant and desirable vocational certifications include Managing Successful Programs (MSP) from the OGC, Program Management Professional (PgMP) or Project Management Professional (PMP) from the PMI.
Other postgraduate or vocational qualifications in Program or General Business Management may also be an advantage.
ITIL certification (customer service management) is welcomed.



Le plus de l'offre
The benefits of being Orange

Because Orange Business Services hires the best people, we work hard to provide benefits that make their lives better, so we offer a comprehensive benefit program which features:


• Health coverage for you and your family through medical, dental, and vision plans
• Financial protection through disability, life, accidental death and dismemberment, and business travel insurance
• A 401(k) plan with company match
• Tax advantages through flexible spending accounts that allow you to pay for specific health-care and dependent care expenses with pre-tax dollars
• To help you manage your work and life needs we offer a life assistance program, adoption assistance, tuition reimbursement, gym reimbursement, a group legal service plan
• Homeowner’s, automobile, critical illness, accident, hospital indemnity, ID Theft and pet insurance at group rates
• A generous paid time off program in which the benefits increase along with your tenure with the company

When you join Orange Business Services, you do more than simply switch companies to advance your career. You become part of the Orange family, a group of talented women and men who drive innovation, embrace change, and celebrate the global community which is Orange.


Entité
Customer Services & Operations
Orange Business Services manages and integrates the complexity of international communications, freeing our customers to focus on the strategic initiatives that drive their business. Our extensive experience and knowledge in global communication solutions, together with our understanding of multinational business and local support in 166 countries and territories, ensure that our customers receive a consistent, global solution wherever they do business.


Contrat
Regular