Client Business Unit Manager
Orange
Hong Kong Wanchai , Hong Kong
5天前

about the role

Mission / Role Purpose

Within the context of large or complex client programs and within Orange multi-functional organisational environment, the mission of the CBU Manager is to lead an extended and cross functional team relying both on Orange Business Services staff and Third Parties & vendors in order to lead the lifecycle contract execution.

This function can be performed for Asia-Pacific led global or regional client programs or in support of other regions’ global client programs, for Asia-Pacific specific scope.

Key accountabilities and responsibilities

The Client Business Unit (CBU) management encompasses the following responsibilities :

  • Set-up and maintain a governance to ensure the contract can be executed in the best possible conditions and with the appropriate interlock with the client organization (including meeting plan, escalation paths, communication plans, relationship mapping, reporting structure);
  • on Multi Sourcing Integration (MSI) contracts the governance will also cover the orchestration of the other suppliers contracted by the client.

  • Set-up and maintain a CBU core team, including the appropriate experts from different Orange entities, to support the defined governance and to deliver the contractual services.
  • For large / complex client programs, the CBU Manager will work under the direction and guidance of a designated CBU Director, while for medium complexity client programs, he / she will be the lead of the CBU core team.

    The composition of the other CBU core team members depends on the complexity, the geographical spread, the volumes and types of activity.

    If required, the CBU management can also be provided locally / in different regions to regional client representatives.

  • Orchestrate the delivery of all required products, solutions and services according to the contract, including all customization and integration services.
  • If applicable, ensure the governance includes a focus on innovative solutions that are aligned with the customer’s strategy and long term requirements.
  • Drive for Continuous Service Improvement (ITIL) to proactively improve what is essential.
  • Achieve or exceed the gross margins objectives set out in the relevant business case.
  • These CBU management services can be provided on any large and complex account, no matter which products, solutions and services are included in the contract, from the contract signature until the contract end date and including any changes that both parties may agree upon.

    Within the framework of an MSI type of contract the accountability can be extended to the services delivered by other suppliers contracted by the customer.

    The ultimate accountabilityof the CBU management is to execute the contract in the most efficient way and to reach the highest possible client satisfaction."

    Dimensions

    The CBU Manager requires a broad scope of experience, ranging from commercial management, service delivery, finance, solution architecting and order-to-cash.

    The CBU Manager will define & roll-out the overall customer partnership as per the Master Service Agreement. He / she has to ensure that all aspects of the partnership are initiated, directed and closed as appropriate, usually through a multi-functional & international organisational environment.

    This requires leadership & empowerment to cost-effectively, timely and professionally manage all activities to meet contractual deliverables and partnership objectives.

    The CBU team may be made up of many staff from many internal and external supporting entities which support GCP.

    The CBU Manager is part of the Extended Customer Team, led by the Account Manager / Manager.

    about you

  • Minimum of 10 years related work experience in customer facing organizations within the telecom or IT industry.
  • Specific experience in contract execution for network, unified communications & collaboration, security, cloud, Internet of Things, or Multi-Sourcing Integration an advantage.
  • A proven track record of successfully managing the complete customer life cycle of contracts, solutions and services.
  • Ability to act diplomatically within a difficult and demanding client environment under tight financial- and operational restraints.
  • Relevant experience with managing cross-functional (virtual) teams with more than 15 staff members.
  • Ability to adapt and perform in different organisational cultures and to work in multinational / international environments.
  • Excellent communication skills.
  • Ability to work under pressure and meet deadlines.
  • A deep knowledge of the corporate environment.
  • Proficiency in English language mandatory.
  • A broad range of skills in general management including financial management and business planning, strategic planning and implementation as well as communication, negotiation, stakeholder management and interpersonal skills.
  • Strong customer program management background : experience in performance and cost control experience in risk analysis and risk mitigation
  • An ITIL certification (customer service management) is particularly welcome for partnerships at a run stage.
  • Good IT skills. In particular proficiency in Excel is essential.
  • University degree or equivalent experience.
  • additional information

    department

    Sales & Marketing Asia Pacific

    Orange Business Services manages and integrates the complexity of international communications, freeing our customers to focus on the strategic initiatives that drive their business.

    Our extensive experience and knowledge in global communication solutions, together with our understanding of multinational business and local support in 166 countries and territories, ensure that our customers receive a consistent, global solution wherever they do business.

    Regular

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