Head of Operations Southern Europe

votre rôle Within Orange Business, Global Delivery Operations (GDO) delivers end-to-end services to Orange Business B2B customers all around the world. GDO supports all OBS portfolio services: data and telephony networks, collaborative solutions (conference and visio conference, customer contact centers, messaging), security and mobility. GDO plays a major role in building Orange Business operations: together, we adapt our operational models and we enhance our people’s skills and our collective ways of working in order to meet technology evolution requests, multi service development requests and our customers’ expectations for co-innovation. International Global Delivery Operations consists of 4 operational regions (Europe, APAC, EEMEA, Amercias) as well as 4 global competency centers (Egypt, India, Brazil, Mauritius). The key objectives is to take end-to-end responsibility towards the customer ensuring optimal performances in the execution of end-to-end processes, driving continuous improvement of programs with internal and external stakeholders, fostering development of skills in line with the evolution of jobs, technologies and digitalization as well as contributing to the pre-sales phase of the customer deals. Role dimension Global Delivery Operations Europe (GDO EU) delivers and maintains the services provided to all european Orange Business customers. Teams are located in Europe and in Cairo. They are organized in 4 clusters (Northern Europe, Benelux, DACH (Germany, Austria & Switzerland) and Southern Europe) and 3 transversal teams (Local Delivery Management, Build Centre of Excellence and Business Operations). CSO Europe is a team of around 800 people with more than 20 nationalities. The main activities of the Head of Global Delivery Operations for Southern Europe (Italy, Spain & Portugal) are: To lead Southern Europe regional operations team in order to deliver the highest level of operational excellence to all customers of Orange Business in Southern Europe at the most optimum cost and in very close coordination with Southern Europe Sales team, To engage transversally with all stakeholders in Southern Europe and across the globe to continuously improve customers satisfaction, contributing to Orange Business profitable growth and competitiveness. Head of Global Delivery Operations for Southern Europe Mission: To define strategic guidelines and inputs for GDO Southern Europe managers in line with the strategy of Orange Business in order to: achieve and maintain best in class customer services operations ratings provide services enhancements to continuously improve service quality to our customers To guarantee excellent services to our customers at the optimum cost of operations in Build and Run To empower the teams to allow them to evolve towards a learning organization, fostering collaboration and agility as main levers for transformation To boost simplification and automation to optimize the service quality while permanently improving our operational and financial performance To anticipate skills evolution to make our team ready to provide our customers with services based in new technology disruptions (Software Defined Networks, Artificial Intelligence, Digitalization, Robotic Process Automation) and develop both Managed Services and MSI services To work very closely with Sales, including during the pre-sales phase, to support win of deals and ensure a smooth transition towards the implementation and operational phase To lead operationally all carriers and vendors/partners in Southern Europe to secure best service in the delivery and operation by promoting quality orientations to external partners votre profil Profile and experience Leadership and successful experiences in team management with a real vision around agility and collaboration to lead transformations and empower teams Previous experience of transition, transformation and operations either in a telco or in a Service Integrator is welcomed Experience in dealing with customers, proactively taking the lead in crisis situation and establishing trustful relationships with them Good awareness of the organization of B2B activities coupled with know-how in operations activities with a focus on operational and financial excellence Familiarity in working with different cultures, in a fast moving & multi-actors environment A strong experience in managing third parties and providers in tight cost management Excellent interpersonal skills and aptitude to work cross-functionally, to coordinate and bring together various players: cooperative mindset & cross-functional influence capabilities Goal and result oriented associated to a strategic vision Leadership and communication skills with the faculty to make synthesis in a complex environment Change agent le plus de l’offre Research addressed to personnel belonging to disable and protected categories art.18 law 68/99 too. contrat CDI