Head Of North&South Europe and LAM region ODM
Orange
مجموع سنوات الخبرة :7 years, 1 أشهر
- Heading Service implementation team of 11 ODMs managing all networks services implementation of North& South and LAM region Customers along with some Diamond customers and critical projects.
- Develop resources and team members to perform effectively and efficiently including recruiting team members.
- Provide strong leadership to the staff members in order to be able to manager their performance.
- Monitor and measure KPIs of the team and ensure delivery of all RFCs as per agreed SLA with the customer.
- Act as second escalation point in service transition.
- Represents the team in the customer meetings and service reviews.
- Define clear SMART goals, objectives and career development plans to all team members, and responsible for the team performance management.
- Schedule staff training, leaves requests, rosters and fulfill overall staff administrative requirements.
- Accountable on the team member's performance and quality of work in order to enhance the global management performance for the team.
- Coach the team to assess, develop & plan implementation schedules to ensure the best service quality offered while ensuring the team is well equipped with all the basic knowledge & technical skills required needed to perform tasks assigned.
- Ensure that the team meets or exceeds the targets set by the management with regards to customer satisfaction.
- Ensure the proactive Order management of the team work to reduce escalations and performance issues.
-Handling the overall Team Performance.
-Analyzing the performance and come up with solutions to strength the weakness and improve the overall performance.
-Attending meetings with the QCMs discussing the performance.
-Support Team members work wise or personal issues
-Accountable for managing all functions in the Service Transition chain, from the customer sign off of the RFQ until close of the RFC and handover to the operation teams as per pre-defined milestones.
-Accountable for the successful delivery, on time and right first time within or below Budget as agreed with the customers headquarter.
- Ensuring that the Service Transition processes are fully applied and no deviation is observed unless authorized
- Remains responsible for customer communication and maintain and provide status reports to the customer and management team.
-Commit to overall team goals set by the management team..
-Management of Expedite Orders.
- Ensure correct billing is triggered on time to the customer once service acceptance has been agreed with the customer.
*Extra Task:
-Team Leader and Manager assistant and backing up members work wise or personal issues.
-Manage Projects for an end-to-end ownership for all services ordered from customers based in Nordics region and Greece.
-Accountable for On-Time delivery of all services within or below Budget as agreed with the customers headquarter.
-Effective management of all customer orders from the order submission date to the handover to the operation.
- Handling the upcoming Escalations, raised by customers or Project team and work to solve it with shortest time
- Managed to minimize the no of escalations and keep it for a while with Zero Escalation
-Handling expedite requests from the customer for specific sites or services requested
-Telecommunications & Electronics Engineering Major, Department of Telecommunications -Grade of last year : Good -Overall grade : Good -Date of graduation : May 2005 -Grade of project : Excellent • High School degree : -Thanweya Amma, El-Nozha Language School