Mission / Role purpose
The Service Transition Manager (STM) is an empowered project management role with full end-to-end responsibility to deliver specific Customer Network project and implementations whilst controlling results and meeting agreed time, cost, and quality criteria delivering Customer Satisfaction.
When a Service Transition SLA ( Service Level Agreement) applies, the STM is accountable and responsible for ensuring the compliance to this SLA. Customer Acceptance Testing (CAT) ( includes the preparation, organization, and execution) is managed by the STM.
STM is involved in the early stages of the bid process to support the account team in providing input to the customer proposal.
Knowledge and abilities
■ Communicate, organize face to face customer meeting
■ Manage a virtual team with specific skills within the bounds of a project
■ Organize the delivery of a complex service
■ Understand advanced networking problematics
■ Speak local language for premium offers delivery or English for default offers delivery
■ Produce high quality written materials giving input to customer proposals. For example Project structure, project Schedule/Plan, Service Transition Presentations etc.
■ Work in a virtual team environment.
Education, Qualifications, and Certifications
■ Degree in telecommunications preferred
■ Project Management Certification ie PMI PMP or PRINCE2 Practitioner or equivalent
■ Familiar with Orange Business Services Synergy Methodology
■ Minimum of 3-4 years project management experience in the telecom or IT industry managing external customer-facing projects.
■ Customer Service and Telecommunications experience, highly desirable
■ Previous involvement in network deployment projects.
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