Service Expert

**Votre rôle**:
The Service Expert is a professional with skills and experience in one or more areas of expertise within the Service Management framework, be it on pre-sales, request to cash process and/or operational management. The Service Expert is responsible for designing innovative IT orchestration services that align with industry standards and 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 customized customer 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 emerging technologies to drive innovation in IT orchestration services.

**Key metrics**
- Winning Service Management proposal balancing cost and compliance fulfilling Customer requirements
- Satisfaction of the bid team (Business Partner, Client Executive, Solution Lead, Commercial, and Sales/Solutions experts) providing excellent deliverables on time
- Validation of custom solution
- Satisfaction of the build team for the handover

**Responsibilities**
- Stay up to date on Industry Trends and Technologies: Stay informed on industry trends and emerging technologies to ensure that solutions are competitive and effective.
- Develop Service Catalogue: Collaborate with Product & Marketing, and CTIO teams to improve and develop our services and tools using agile and DevOps concepts.
- Enable Sales and Evangelize: Raise awareness of Orange Digital solutions capabilities at conferences and customer seminars.
- Understand Customer Requirements: Meet with customers to understand their business needs and identify opportunities to provide innovative IT orchestration services, encompassing AI-OPS/observability, MSI, IT service management, and monitoring solutions.
- Define Solution Architecture: 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 (SLAs) 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. Utilize effective communication skills to ensure that the proposals are well-received and understood.
- Support Customer Contract Development: Contribute to the writing and development of customized customer contracts, including writing service level agreement documents and customized Service Management schedules.
- Collaborate with Delivery Teams: Collaborate with delivery teams to ensure that solutions are implemented correctly and meet customer requirements. Use effective communication skills to ensure that the delivery teams have a clear understanding of the proposed solutions and are equipped to deploy them
- Knowledge capitalisation: Develop knowledge content (from lessons learned as part of a bid, article, guide,, ) and when relevant whitepapers. Share the RFI/RFP and Service Mgt solution/SLA documents in Teams or SharePoint repository.

**Votre profil**:

- Fluent in English - including 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 experience
- Min 5 years of service or solution consulting experience
- Experience of Service Level Management
- Experience in Observability solutions and tools - AIOPS/RPA (IBM Watson, Splunk, ServiceNow etc)
- 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 under stress on tight deadlines
- Committed
- Ability to build trusted relationships with customer, suppliers and within organization
- Hands on Project Management experience
- Hands on experience of ITSM solutions (ServiceNow, Remedy, HPSM, etc)
- Knowledge of monitoring platforms (Nagios, Solarwinds, BMC, Zabbix, etc)

**Le plus de l'offre**:

- Global opportunities: Work in multi-national teams with the opportunity to collaborate with colleagues and customers from all over the world
- Flexible work environment: Flexible working hours and possibility to combine work from office and home (hybrid ways of working)
- Professional development: training programs and upskilling/re-skilling opportunities
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