Mohamed Radi

Majid Al Futtaim Carrefour Retail Account (On Site Premises)

Customer primary point of contact within Orange Business Services, for all Services related issues.

To have overall accountability for the quality of any in-sourced Services (Network, Messaging, Hosting, Security, Integrated Services) provided to Customer (measured against Service Level Agreements).

To manage Incident/Problem/Change management for the customer.

Supporting delivery of any new project with customer

To lead regular Customer service review meetings.

To assist in Contract negotiations in parallel with Account Manager/Director where applicable.

Acting as Business Relationship Manager to identify customer needs and position service management offering on existing customers in order to meet or exceed revenue and gross margin targets.

To maintain adequate knowledge of Orange Business Services products and services.

Interface with the customer at Senior Management level on a regular basis and conduct periodic Executive Service reviews.

Strong involvement in contract renewal between OBS and Majid Al Futtaim Retail.

Strong contribution in delivering project of building SD-WAN solution across 15 countries globally provided by our partners Infovista, CISCO Viptela.

Single point of contact for one or more problems.

Responsible for Ownership and Coordination of actions of those problems.

To analyze root cause, identify Known Error and coordinating actions to fix the error.

To review the Problem Trends and Planning and Driving Improvement Plan.

To be proactive in identifying problems, analyze and recommend Service Improvement Plans with the possible solutions obtained from technical teams for department or business unit.

Provide a professional support for Enterprise Network Management Customers.

Highlight all the single point of failures and potential issues that might affect the customer to the customer’s account team.

Provide updates as needed to the customer in order to meet performance objectives.

Comply with all the special process and procedures agreed with the account teams and customers.

Ensure cases are allocated to the most appropriate ‘next step’ as part of the case flow process.