Practice Management Partner

4 weeks ago

Slough, United Kingdom Orange Business Services Full time

about the role

Customer Business Management Europe (CBME) is the voice of the customer within Orange, enabling sustainable customer partnerships and business growth. Within this group is the Practice Management team which facilitates continuous improvement and performance visibility. 

The Practice Management Partner is a senor role, leading the practice management in Europe in their specialist area. The specialist area for this hire is the application of the Lean/Agile methodology for customer teams, with responsibilities as follows:

Agility and seamless end-to-end processes Enable Agile teams and an agile mindset Work within Europe, with other entities and with GPOs to deliver end-to-end customer processes Continuous improvement & digitalisation Analyse current practice management procedures and identify areas for improvement Ensure customer teams are engaged in the CX survey process including getting surveys and following up on results Drive continuous improvement based on survey results and other input Seek opportunities to digitalise, and enable the rollout/evangelisation of digital tools including AI Support the roll-out of corporate programs as appropriate Deliver account-based missions where required Learning organisation Create and animate communities to share best practice & resolve issues, acting as a servant leader Orchestrate teams to find the info they need when they need it, including the provision of relevant, up-to-date best practice documentation Performance visibility Deliver clear and relevant reporting, inputting to any targets as required Monitor & benchmarking KPIs to drive improvement Establish and quality control measures for accurate and consistent practice management processes. Voice of the European customer Represent European needs, including customer satisfaction survey results, to GPOs, corporate programs, other entities. Provide expert mission support, especially for pre-sales. These may include: Account audits & assessments, design and implementation of ad-hoc solutions Specific contract events (crisis, renewals, …) Special projects or engagement such as piloting of new methodologies and projects Coaching both of CMBE and non-CBME staff with the intention of strengthening OB contract execution capabilities Develop best-practice approaches for European pre-sales, including contributing to customer facing materials

about you

Extensive experience in senior customer facing roles, for large contracts in complex environments which enable: A deep understanding in one or more Practices (including Lean/Agile) to the level where he or she can deliver customer missions as an expert An understanding of the full customer journey. Ability to as a problem-solve and change maker across teams and geographies to transform the way we work. Customer focused with strong interpersonal & negotiation skills. Active listener to understand the evolution needs of the customers and account teams in terms of contract execution Strong ability to innovate to and find improved or optimized ways of working Leadership and management skills Ability to translate complexity problems into pragmatic steps in order to deliver value Excellent Prioritization, co-ordination and communication skills Good understanding of key methodologies or frameworks relevant to the specialist area, including Lean Agile, Six Sigma, PMP/Prince 2, ITIL, DevOps, Quality Management and Contract Management. Deep knowledge of OBS products, organization, processes & tools as required Strong understanding of the telecoms and IT industries Strong financial background, ability to manage and optimize costs Excellent knowledge of written and spoken English language Sound knowledge of the MS Office suite Data management skills Wide international work experience

Behavioural skills

Strong Leadership Prioritization and Balance Strong flexibility Excellent in customer facing communication, client facing Team builder Resilience and persistence

additional information


contract

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