Tuesday, 25 February 2014

Jobs at du; Director, Service Design, Delivery and Transformation

Job Title:    Director, Service Design, Delivery and Transformation
Job Ref:      1083
Job Location:    Dubai: Al Salam Tower - Head Office
Employer:    Emirates Integrated Telecommunications Company (du)
Grade:         17
Division:     Operations
Type of Contract: Permanent

About Us
du is a family of almost 2,000 people representing over 60 communities.  This diversity allows us to communicate effectively with our customers and add life to life wherever possible. By offering fixed and mobile telephone services, broadband connectivity and IPTV services to millions of homes and businesses, we are well placed for a successful future.  We reward our staff in a variety of ways, including performance bonuses, in-house training programmes, spot awards, brand value nominations, talent pool initiatives, personal development plans and more. We offer competitive salaries and attractive benefits that include flexible working hours, annual leave tickets, discounted mobile rate plans,, education allowance for an unlimited number of children, job-based allowances such as travel and commission, and health insurance. And because we genuinely care about your welfare, our in-house clinic, library and subsidised restaurant are available to all du employees. The onsite gym, personal trainers, and swimming pool are free to utilise too.

Job Purpose.:    
The purpose of this position is to take end-to-end ownership for all Service Design, Delivery and Transformation, strategy and ‎execution within Customer Operations.‎

This will is to be achieved through the effective management of the following key activities:‎
‎•‎ Customer Service Strategy and Design
‎•‎ Customer Service Assurance
‎•‎ Customer Service Transformation and Improvement
‎•‎ Performance and Service Management measurement
‎•‎ Change Management
‎•‎ Problem Management
‎•‎ Supporting the transition to a “Service Co”‎

As such this person will have to partner with the relevant Customer Operations, Operations and Commercial Stakeholders up to ‎Executive levels (Customer Experience, Marketing, Sales, Brand and Communications, Product Engineering, Information Technology ‎and other relevant departments and business units) to define and deliver the intended Service Experience, balancing between ‎Customer Experience ambitions and operational needs & efficiency.‎

Job Requirements:
• ‎12+ years of experience in a telecommunications services related working environment, specializing in Service Delivery Model ‎design, Business Improvement and Transformation and Customer Experience Management
• ‎8+ years of management experience in multinational organizations, managing teams
• Good understanding of the following areas:‎
o Extensive experience working on projects for Service Delivery model design, Business Transformation and Customer ‎Experience improvement, involving assessing and designing business processes, identifying gaps, recommending and ‎designing improved and optimized solutions, designing Service Delivery models and Customer Experiences
o Knowledgeable about process improvement standards and methodologies like ETOM, BPM Life cycle, BPM technology
o Contact Center and Back Office operations environments

Minimum Bachelors’ Degree (a Masters’ or MBA is preferred)‎

Knowledge and skills:‎
• Strong writing and communication skills
• Strong understanding of Business & IT Intersection
• High standard of Telecommunication product and service knowledge, ideally across Fixed and Mobile
• Track record of high standards of performance
• Computer Skills (MS Office, Outlook, Internet, Relevant Business Applications & Systems)‎
• High standard of personal motivation and initiative
• Ability to respond positively to working within a multi cultured and operationally pressurized environment.‎
• Bilingual, experienced in managing a Multi-National workforce, ideally with experience in GCC & other Arabic Speaking ‎nationalities.‎
• People Management & Leadership Skills
• Strategy, Business Planning & Development
• Industry domain knowledge
• Customer Experience Measurement and Management domain knowledge ‎
• Business Improvement and Transformation domain knowledge
• Problem Solving & Decision Making

Deadline Date: 08/03/2014