Service Implementation Lifecyle Manager Sie Slm (Remote)

Job description / Role

About the role

Missions

As a SIE/SLM Process OPS, your role is to facilitate and improve the work of operational teams during the build and run phases of OCB’s offers. The objective is to maintain the coherence between the Information System, the operational procedures and the marketed offers. In order to do so, you gather marketing needs and diffuse them in the standards processes and the configurations of the operational information system.

Activities:
– Collect and analyze business needs and the vision from the Product Owner. Translate them into tool modelizations, procedures and trainings. Analyze the impact of the new product on processes, organizations and operational tools, propose the necessary adaptations and request validation from business experts.
– Document the procedures related to the new product, up to the work instruction level (migration plans, user support guides, detailed procedures, …)
– Coordinate the contribution of the various business, technology, quality and tools experts for the activities under his responsibility. Harmonize the design of new services within existing commercial and technical catalogs.
– Produce the deliverables required for the adaptation of existing processes, procedures and tools.
– Ensure that the proposed solution is well aligned with the overall strategy and process directions of Customer Journey Factory.
– Build training materials and conduct training sessions to ensure that operational teams acquire the necessary know-how to properly operate the service.
– Participate in the launch of the service and support the operational teams to manage the implementation of the first customers (as part of the pilot phases).
– Participate in the follow-up of the improvement plans of the OCB offers, adapting tools and procedures according to new needs appearing during the offer’s life.

The SIE is in charge of the 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 and organization and tools; propose related adaptation and seek for process owners approval.
– Define operational business requirements, consolidate arguments to justify required processes and tools adaptation.
– Harmonize new products and 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 and 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.).

– Ability to anticipate business needs, bring ideas and appreciate major stakes for OBS.
– High level of autonomy and ability to take initiatives and organize working groups with various stakeholders in project mode frameworks.
– Project management skills.
– Knowledge of IT and the Cloud.
– You like to work in an AGILE method and teamwork.
– Good interpersonal skills, a sense of communication and animation.
– Fluent in French and English.
– A good knowledge of ITIL processes.
– Certifications: ITILv4, SYNERGY, PMP, SAFE or equivalent would be an advantage.

Department
Global Delivery & Operations

Orange Business 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.

About the Company

Orange is one of the world’s leading telecommunications operators with sales of 43.5 billion euros in 2022 and 136,000 employees worldwide at 31 December 2022, including 75,000 employees in France. The Group has a total customer base of 287 million customers worldwide at 31 December 2022, including 242 million mobile customers and 24 million fixed broadband customers. The Group is present in 26 countries. Orange is also a leading provider of global IT and telecommunication services to multinational companies under the brand Orange Business.