About the role
In the scope of OBS offers development, the Process SIE is a key actor of service development projects. He/she designs and adapts the processes & tools in order to deploy new products or product evolutions within the operational entities. Moreover, the Process SIE ensures the delivery of the projects on time and on budget while ensuring end-to-end quality of the customer and operational journeys. The PPM SIE is responsible for the following Quote-To-Bill processes : ¿ Commercial Ordering ¿ Service Transition ¿ Service Operation including Customer Service ¿ Billing
A part of a project team the Process SIE :
¿ Understands the business requests and analyzes the requirements so to co-construct the service with other stakeholders; especially with business processes design and IT development or evolution requests
¿ Manages the contribution and involvement of the various experts for his/her areas of responsibility
¿ Create the appropriate deliverables for the evolution of existing processes and tools
¿ Ensures the proposed solution is in line with the OBS global process strategy and positioning
The SIE role requires ability to anticipate business needs, bring ideas and be in position to appreciate major stakes for OBS.
He/She will demonstrate a high level of autonomy, being able to take initiatives and also organize working groups with various stakeholders in project mode frameworks.
Ability to understand complex services and identify manageable sub-components
Good Technical and IT knowledge in Telecom environment
Team spirit oriented and communication skills in multicultural environments
Fluent English .
French is a MUST
Good Voice Services knowledge and experience
A good knowledge of Orange Business Services process and tools will be appreciated.
The SIE is in charge of following activities :
¿ Be the primary point of contact in regards to his/her area of expertise towards Marketing, along project duration
¿ Contribute to product Business Case definition by consolidating costs related to processes adaptation
¿ Analyze impacts of new product introduction on processes, operational teams & organization and tools; propose related adaptation and seek for process owners approval
¿ Define operational business requirements, consolidate arguments to justify required processes & tools adaptation
¿ Harmonize new products & services conception within commercial and technical catalogs
¿ Define, closely with IT stakeholders, end-to-end test plans; lead and/or execute testing phase, define corrective actions in order to guarantee proper tools set-up as defined to final end users
¿ Document product related processes up to working instructions level (migration plan, user guidelines, detailed procedures…)
¿ Build training modules, lead & conduct training sessions to ensure operational teams are in position to operate new product
¿ Be involved in product launch phase, be in support of operational teams during first customers set-up and implementation (including Pilot Phase)
¿ Build and finalize formal handover towards lifecycle manager at the end of the project phase
¿ All along the project duration, in accordance with the Project Manager, provide expected deliverables depending on defined project methodology (planning, process work stream description, risk management, activity reporting, etc.)
Customer Services & Operations