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Iot Operation Lead

4 months ago

Rose Hill, United States Orange Full time

**votre rôle**:
IoT Operations Leader:
The purpose of this role is to guarantee the end-to-end quality of service of IoT Connectivity Advanced and Express Service. The major challenge will be to support implementation of Operational Level Agreement along the chain, support Customers engagement during the run phase - Incident, problem & crisis management, Appropriate customer operating model definition/set-up.

Detailed purpose of the Operation Circle:
Incident, problem & crisis management

Escalation point to speed-up problem solving, to involve the relevant support entities and the SMS BU when required.

Drive Operations & Service Improvement Plans for severe issues / crisis, and the associated action plans.

Operational level agreements

Elaboration of operational level agreements between GPS and the other support entities

Identification of overall process gaps and implementation of associated remediations with SIE/SLM

Identification of internal improvements required (trainings, tools, processes,...) and implementation with the relevant teams.

Contribution to Vendor Management activities, together with Operation Vendor Management team and Incubation & Expertise teams.

Operating models

Elaboration of specific support models on non-standard offers with SD teams

Strong contribution to the definition of operating models on service evolutions (end-user support,...) and new SMS products.

Definition of the training paths for operational teams.

The IoT Operation Leader:
is accountable for the purpose of the IoT operations circle

represents the Operation Circle within the IoT Community

creates the condition for the circle to take the operational decision on IoT operational matters

makes sure that all the roles in the circle are well connected and support effective collaboration

will have to be knowledgeable of the French and IB ecosystems

Quality Assurance: ensures the operational and regular implementation of the Quality Assurance Plan. Additionally, it focuses on continuous improvement by identifying and correcting any deviations or discrepancies

**votre profil**:
Leadership and successful experiences in operation management with a real vision around agility and collaboration to lead action plan
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

**le plus de l'offre**:
**contrat**:
CDI