about the role
The core mission of the head of Unified Service Management team is to prepare tomorrow’s IBO service management in a multi-service context, by defining the long-term strategy and by implementing it.
It includes the transformation of the skills and way of working in UCE in this area.
The evolution from network services towards multi-service requires to develop the collaboration with a wider range of stakeholders, all across OBS organization, mainly with business units in OGBS, with IB and CMI, as well as affiliates delivering products like OCB, OCD or OCWS.
The overall purpose is to define the evolution of the Service Management, therefore contributes to the strategy of CSO and OBS on this domain at a worldwide level, taking into account the growing number of multi-service customers.
This includes the definition of new operational models for Service Management, the development of new roles and their value propositions and identifies the required new skills for the future.
He / she leads a team dedicated to Service Management, owning the processes for service management, and drives the transformation of its way of working and of its deliverables, on all aspects : processes, tools , roles, evolution of offers & product development.
He / she keeps updating the long term direction of the team as the context evolves.
With an agile approach, he / she proposes new ideas, foster innovation and launches new initiatives to transform the service management domain.
He / she develops the needed transversal collaborations across OBS, with the business units, the sales / presales teams and with any entity supporting products outside of CSO.
Based on the interlocks with all the stakeholders, he / she identifies the new questions to be addressed, raises the problem statement in collaboration with them and elaborate solutions.
She / he leads and revises the governance between the UCE MS Run team and the service management community in the IBO regions and MSCs.
In particular, his / her team defines the relevant performance measurements for them, as well as service management costs, with the appropriate data analytics tools (e.
g. new productivity, unit costs, process performance).
His / her team owns the processes and the tool strategy for the customer service management domain, and provides support on these processes & associated tools at a global IBO level to the operational teams.
He / she drives the simplification or the redesign of the processes, with an end-to-end perspective, ensuring all product domains are covered.
He / she contributes to the IBO MBR and to the IBO budget for Service Management.
She / he represents the Service Management domain in CSO (e.g. IBO Leadership call, CSO Ops committee, etc.) and also globally within OBS OGSB, CMI and IB and set the proper governance with these stakeholders.
Ability to drive changes in teams
Leadership skills in an uncertain and complex environment, and ability to adapt quickly in a changing context
People management skills, with people development and skill transformation
Transversal management and ability to develop collaboration with multiple stakeholdesrs in OBS
Ability to lead a team on a wide scope of activities
Ability to influence stakeholders
Ability to define a strategy and to design new frameworks
Very good communication skills
Fluent in English - Fluent in French is a plus.
key result / decision areas (outcomes)
Service Management evolution strategy
Identified new topics and launch of new projects to address them.
Overall strategy for the evolution of the service management in IBO, and associated presentation up to CSO strat board
New roles & new operational models documented, with their value proposition, and new skills required.
Process ownership & community animation
Revised or new processes, best practices, communication for the service management community
Training paths for the SM community
Automation & tooling
voice of the service management in front of IT
IT budget requests for Service Management
tool requirements & trainings to support the Service Management community
Governance with the service management stakeholders
New interlocks in place with all entities outside of IBO to support service management for all products
Agreed roles & responsibilities on Service Management across the teams
Governance with the regions & MSCs
Updated governance with the regions & MSCs
Relevant metrics & data analytics for the operational teams (productivity, unit costs)
Lead improvement plans when requiring a global approach.
supports presales for the IBO run
operational model and sizing for service management for each request for presales support, when not done in regions.
Team management & tranformation
New ways of working in the team
new initiatives and project leadership
Represents the IBO UCE MS Service Management
Presentation in various steercos or CSO governance.
Budget for the Service Management in IBO
Customer Services & Operations