Join us at Orange Business!
We are 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.

Overall CSM Responsibility

• To have overall responsibility for Quality of Service and Customer satisfaction for all implemented Orange Business Services in-sourced and outsourced services and solutions on assigned customer(s). (measure service provided against defined Service Level Agreements)
• To be the Malaysia and International customer’s primary point of contact within Orange Business Services, for all Service-related issues, with the exception of Incident Management, where the CSM in case of major incidents could act as a secondary escalation point.
• To proactively identify existing customer needs, and opportunities to grow the customer relationship with Orange. Work with the account team to up-sell Service Management and/or other Orange products and services.
• To maintain adequate knowledge of Orange Business Services solutions and services
• Service Level Management
• The CSM prepares & manages Service Review Meetings with the customer on a regular basis and issues minutes.  Meetings are held on both a monthly and annual basis. Within time and budget constraints, the meeting should be held in person at the customer site.
• Service Improvement Program (including assistance in handling chronic incidents and incorporating necessary actions from the root cause analysis into the SIP).  CSM manages all improvement actions triggered by:
• Quality Connect Survey (related to any and all functional areas)Customer complaints (including those related to customer invoices)CSM  (proactive action identification)Analysis of chronic incidents
• the CSM ensures that:
• the actions are well defined, have target date and an owner within Orange Business Services
• Service Level Management
• progress is being made on the actions and that action owners provide status on a regular basis
• the problem is resolved in the shortest time to achieve customer satisfaction
• actions logged and managed in Service Improvement Program (SIP) database
• action status presented by CSM to customer during monthly and annual service review meeting and in between as updates become available.
• The CSM prepares the monthly customer report (SLA compliance, incidents, SIP status).
• If the customer has subscribed to Extended Service Delivery, reporting includes SLA & performance reporting as well as report analysis and trending.
• If the Customer has subscribed to Extended Service Support, incident reporting is included.
• The CSM requests My Service Space/Oblicore reporting (via Service Request Form) for the customer.
• CSM reviews any internal root cause analysis (RCA) applicable to their customer, and generates a customer- facing RCA to be communicated to the customer.
• Any actions resulting from the RCA are included in the customer’s SIP and followed up by the CSM
• The CSM ensures the resolution of non-commercial customer queries and escalations, including those related to billing. Commercial queries should be addressed to the Account Manager.
• Availability Management
• CSM informs the customer in advance of any scheduled maintenance initiated by Orange Business Services which impacts the customer.

 

Change Management

• if the customer subscribed to Extended Service Support, the CSM handles:
• communication:  inform customer of Orange scheduled maintenance and communicate regarding customer requested changes
• change coordination: CSM enters change requests into Change Management tool (MachX) and monitors progress of the change execution
• NB: For clear and significant impact changes the CSM is responsible for scheduling, organizing and leading the Customer Advisory Board (CAB).

 

Change Management

• customer notification: CSM regularly updates customer during change process and after change implementation.
• reporting: CSM provides monthly report
• billing: CSM to ensure all billable changes are accounted for
• (NB: if a customer subscribes to VPO Option, the role of Change management would be transferred to VPO)
• Configuration Management
• CSM ensures that data integrity issues concerning customer information in all systems/tools are corrected.
• If error is found, CSM should open a Data Integrity Help Desk ticket for correction.
• CSM provides the customer with up-to-date documentation (including the Customer Operations Guide) which takes into account changes to a Customer’s solution due to organic growth and Moves, Adds & Changes.
• CSM ensures all up-to-date documentation is posted on GCDR (Global Customer Document Repository), which is available to all Orange Business Services employees.
• at a minimum, the 5+ required documents should be posted:

1: Customer Operations Guide (COG)

2: Service Level Agreement (SLA)

3: Topology Diagram

4: Customer account contacts list

5. Customer’s Business Objectives & Risks

+: CSA Business Continuity Plan (if CSA is assigned)

 

Financial Management

• Have awareness of overall and service management profitability of their customer. Manage respective customer P&L, if in the scope of SMIS.

 

Continuity Management

• CSM is to organize a backup of his main deliverables towards the customer.
• Include Service Continuity Plan based on business plans, SLA and risk assessments in the COG (after having been defined and agreed with the customer).
• Ensure regular tests of Service Continuity plans, where agreed with the customer 

This field is Not Applicable.

You bring passion, energy, taste for exploration and adaptability. You seek the opportunity to expand your knowledge and develop new skills.

• 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
• Career growth: Internal growth and mobility opportunities within Orange 
• Caring and daring culture: health and well-being programs and benefits, diversity & inclusion initiatives, CSR and employee connect events 
• Reward programs: Employee Referral Program, Change Maker Awards

Regardless of your age, gender identity, race, ethnic origin, religion/belief, 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. Orange Group is a disabled-friendly company and equal opportunity employer: don't hesitate to tell us about your specific needs.