about the roleThe 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 metricsWinning Service Management proposal balancing cost and compliance fulfilling Customer requirementsSatisfaction of the bid team (Business Partner, Client Executive, Solution Lead, Commercial, and Sales/Solutions experts) providing excellent deliverables on timeValidation of custom solutionSatisfaction of the build team for the handoverResponsibilitiesStay 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 themKnowledge 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.Research addressed to personnel belonging to disable and protected categories art.18 law 68/99 tooabout youFluent in English – including writing and presentation skillsFree to travel in Europe at short notice and for extended periodsMin 3 years of operation experience with preference for operation management experienceMin 5 years of service or solution consulting experienceExperience of Service Level ManagementExperience in Observability solutions and tools - AIOPS/RPA (IBM Watson, Splunk, ServiceNow…etc)ITIL certified, ISO 20k, CMMI, Cobit knowledge, VeriSM, SIAM/MSI, TOGAFProcess design experience (workflow, BPMN, RACI)Sound commercial experience, ability to balance cost and qualityStrong management of priority and time, ability to work under stress on tight deadlinesCommittedAbility to build trusted relationships with customer, suppliers and within organizationHands on Project Management experienceHands on experience of ITSM solutions (ServiceNow, Remedy, HPSM, etc)Knowledge of monitoring platforms (Nagios, Solarwinds, BMC, Zabbix, etc)Knowledge of application monitoring and analytics (Riverbed, Splunk, NetResolve, etc)departmentOrange Business InternationalOrange 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 our customers operate. With over 30,000 employees across Asia, the Americas, Africa, and Europe, we offer a dynamic environment to develop and perfect your skills in a field filled with exciting challenges and opportunities.
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