Service Expert

1 month ago Be among the first 25 applicants Orange Business is a network and digital integrator that understands the entire value chain of the digital world, freeing our customers to focus on the strategic initiatives that shape their business. Every day,you will collaborate with a team dedicated to providing consistent, sustainable global solutions, no matter where ourcustomers operate.With over 30,000employees across Asia, the Americas, africa and Europe,we offer a dynamic environment to develop and perfect your skills in a field filled with excitingchallenges and opportunities. About the Role The ServiceExpert is a professional with skills and experience in one or more areas of expertise within the ServiceManagement framework, be it on pre-sales, request to cash process and/or operational management. The ServiceExpert is responsible for designing innovative IT orchestration services that align with industry standardsand best practices while meeting customer needs. He/she collaborates with cross-functional teams to propose service models, performs cost and pricing analyses, develops high-level project plans and customizedcustomer contracts. He/she works closely with delivery teams to ensure solutions are implemented correctly and meet customer requirements. Additionally, he/she stays up to date on emergingtechnologies to drive innovation in IT orchestration services. Responsibilities Stay up to date on industry trends and technologies to ensure solutions are competitive and effective. Develop ServiceCatalogue: collaborate with Product & Marketing and CTIO teams to improve and develop services and tools using agile and DevOps concepts. Enable sales and evangelize: raise awareness of OrangeDigital solutions capabilities at conferences and customer seminars. UnderstandCustomerRequirements: meet with customers to understand their business needs and identify opportunities for innovative IT orchestration services, encompassing AIPS/observability, MSI, ITsm, and monitoring solutions. DefineSolutionArchitecture: design IT solutions that meet customer needs and align with industry standards and best practices, using the Enterprise Architecture framework such as TOGAF, ITIL. Define, design and negotiate SLA levels: work with customers to define, design and negotiate service level agreements that best meet their requirements. Develop high-level project plans: create high-level project plans for service management processes, governance and tooling environments that outline the steps required to deploy proposed IT solutions. Analyze costs and pricing: evaluate the costs of implementing the proposed solutions and determine pricing that is reasonable and competitive. Present and defend solution proposals: present solution proposals to customers and address their questions and concerns using effective communication skills. Support customer contract development: contribute to the writing and development of customized contracts, including service level agreement documents and customized management schedules. Collaborate with delivery teams: collaborate with delivery teams to ensure solutions are implemented correctly and meet customer requirements using effective communication skills. Knowledge capitalisation: develop knowledge content from lessons learned, create whitepapers and share relevant documents in Teams or SharePoint. Qualifications Fluent in English – writing and presentation skills. Free to travel in Europe at short notice and for extended periods. Min 3 years of operation experience with preference for operation management. Min 5 years of service or solution consulting experience. Experience of ServiceLevelManagement. Experience in Observability solutions and tools – AIops/RPA (IBM Watson, Splunk, ServiceNow…). ITIL certified, ISO 20K, CMMI, Cobit knowledge, VeriSM, SIAM/MSI, TOGAF. Process design experience (workflow, BPMN, RACI). Sound commercial experience, ability to balance cost and quality. Strong management of priority and time, ability to work understress on tight deadlines. Committed. Ability to buildtrusted relationships with customer, suppliers and within organization. Hands on ProjectManagement experience. Hands on experience of ITSM solutions (ServiceNow, Remedy, HPSM, etc). Knowledge of monitoring platforms (Nagios, Solarwinds, BMC, Zabbix, etc). Knowledge of applicationmonitoring and analytics (Riverbed, Splunk, NetResolve, etc). What We Offer Global opportunities: work in multinational teams with the opportunity to collaborate with colleagues and customers from all over the world. Flexible work environment: flexibler working hours and possibility to combine work from office and home (hybrid). Professional development: training programs and upskilling/re-skilling opportunities. Career growth: internal growth and mobility opportunities within Orange. Caring and daring culture: health and wellbeing programs and benefits,diversity & inclusion initiatives, CSR and employee connect events. Reward programs: employee Referral Program, Change Maker Awards. Equal opportunity statement Regardless of your age, gender identifier, race, ethnicity, religion, sexual orientation, marital status, neuroatypia, disability, veteran status or appearance, we encourage diversity within our teams because it is a strength for the collective and a vector of innovation. OrangeGroup is a disabled‑friendly company and equal opportunity employer: don’t hesitate to tell us about your specific needs. #J-18808-Ljbffr