Role Purpose & Scope
Reporting to the Director, EMEA Service Management, the Manager, Service Management will be responsible for client management and governance of Service Management customers. Managing teams, both onsite and offshore to deliver SLAs and milestone based deliverables on target for either Operations, Development and/or Support of the CSG software assets and solutions.
Particularly the Manager, Service Management will be accountable for the successful execution of:
Cost estimates for new projects or customers
Creation of COSM Statement of Work and subsequent schedules
On target attainment of SLAs,
Budget within targeted margins,
Realization of the client expected benefits,
Developing, documenting and deploying of service management processes using ITIL best practices
Service Transition, Service Operations & Continuous service improvement
Successful delivery of the objectives of applicable client programs or internal CSG initiatives.
They will be responsible to establish a trusted and strategic advisory relationship with both CSG client(s) and other CSG go-to-market functions to position the company for future business growth opportunities. The Manager, Service Management will lead distributed teams co-located with the customer(s) and/or in remote CSGs offices.
Will be the responsible CSG Carrier Operations Service Management client(s) contact, working in partnership with the CSG Sales and Account team, their own management team and other CSG competency-based functions (Professional Services, Research and Development etc).
Service management revenue and margin goals and cost of service responsibility.
Organic business growth and delivery of incremental revenues through the life of the specific contract within client(s) is expected, and this is a commercially oriented role with strong emphasis on business planning and future strategy in partnership with other CSG go-to-market functions.
Focus on staff mentoring and building successful team(s) which will in turn deliver the top level customer service required to look after your client. Provide input on team performance and reward.
As a natural leader, they will also be very focussed on processes and operational efficiencies, especially where they can be used to improve the service offering, reduction in cost or expansion of business and revenue generation.
Achieve both client SLA attainment and drive broader SLA standards for solutions and services offered for your customer(s) in line with CSG policies and ITIL best practices.
Authorise& manage any changes for customers from a business perspective and continual service improvement.
Co-develop and maintain business plans, budgets & P&L reviews.
Work with the relevant managers for project staffing, risk management and resource management.
Delivers input on policies, programs, staffing organizational design, strategy, and budget planning for Carrier Operations Service Management senior management.
Plan and design either client specific or broader service oriented programs and proactively monitor overall progress at regular intervals to senior and executive level stakeholders, resolving issues and initiating corrective action as appropriate in accordance with the governance arrangements.
Develop and maintain cross-functional partnerships with 3rd parties and other CSG departments to ensure customer issues are resolved and CSG retains a vendor of credibility reputation.
Where Major Service Outages occur, you will work with the suppliers to ensure quick restoration of service and that all parties apply lessons learnt.
Demonstration of CSG Values.
Key Outputs & Accountabilities
Deliver identified major technology services program(s) within budget and time requirements.
Accountability for client stakeholders, project schedules, quality requirements, resource allocation, risk, requirements and change management.
Manage client engagement(s) and relationships while providing overall leadership to your team.
Jointly develop within CSG an agreed roadmap with customer(s) to cater for business growth.
Desired Candidate Profile
Desired Skills & Experience
Dynamic, dynamic, dynamic.
You will need to be very client focussed, results driven, show a proven background of client relationship building and someone with highly developed leadership skills with ability to lead groups (25+).
You will be able to show strong general management and operational skills in your background, and be someone entrepreneurial in thought process, highly capable and self-motivated, with a desire to achieve.
Although you will come from an operations or development background, with significant telecommunications OSS/BSS operations experience ideally in a tier 1 provider, you will also have a creative edge to your resume demonstrated through past success.
Great arbitration and organizational skills are also necessary for satisfactory performance.
Experienced in working with Systems Integrators and multiple vendors essential.
Sophisticated communication and stakeholder management skills to influence and gain cooperation with customers and team members where interests may be divergent.
Understanding of Financial principals and reporting.
Minimum 10 years of progressive operations or support or program management experience in managing a work-stream within a large implementation/software transformation or operations outsourcing programs.
Minimum 5 years people management experience in a global environment or role.
Thorough understanding of CSG products/solutions will be an advantage.
Program Management and ITIL accreditation will be an advantage.
Project Management and PMP certification will be an advantage.
Ability to travel to customer or CSG sites as needed.
Bachelors degree (B.A.) or equivalent experience.
UG: B.A - Any Specialization
PG:Any Postgraduate - Any Specialization
Doctorate:Doctorate Not Required
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CSG SYSTEM INTERNATIONAL (INDIA) PRIVATE LIMITED
CSG International is the 2nd largest business support solutions (BSS) provider, CSG International provides solutions to a global client base. Join an elite team of IT professionals who are driven for success in finding innovative solutions for our company and clients. We respond to the complexity of a dynamic, convergent world with a flexible set of needs-based solutions, innovative new technologies and forward thinking that helps our clients solve business problems and identify new opportunities and revenue streams.
Listed on NASDAQ: CSGS
Year 2012 - Total Revenue $ 756.9 million
2nd largest BSS provider serving the worldwide communications industry
More than 3,500 employees in 24 countries
#1 in wholesale billing and mediation worldwide
Ranked #1 in North American cable billing market
400+ clients in 24 countries
Solutions support more than 48 million broadband subscribers in North America
CSG sends more than 300 million interactive messages on behalf of our clients annually CSG handles more than 167 million transactions per day, or more than 4 billion per month, on behalf of our North American clients
CSG's solutions touch more than half of all U.S. households
For more information, visit our website at www.csgi.com
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