Manager, Service Management

2 weeks ago

india CSG Full time

Primary Responsibilities:

Day to day management of a 24 x 7 CSG Shared Service team. Day to day liaison between CSG and clients (operation and business). Manage problem resolution and escalations, become first point of contact for any escalation before it reaches Service Director and CDE/CBE. Liaison with various CSG technical and customer leads to ensure smooth delivery of services. Take part in regular operations status and management meetings with clients, demonstrating team performance. Responsible for building and maintaining excellent working relationships with clients and ensuring that client issues are handled appropriately and escalated to management as necessary. Working with multiple CSG internal teams to escalate and troubleshoot issues, communicate client priorities, and proactively advocate client interests within CSG. As owner of the escalation process the Manager, along with service manager will take ownership of Major Incidents to ensure coordination of resolving parties, effective communication to stakeholders and post incident reviews. Monitor, control and support operation delivery; ensuring systems, methodologies and procedures are in place and followed. Manage status updates, incident analysis and reporting for high severity incidents affecting clients. Champion Service and Support in projects and developing a strong understanding of projects impacting your service area and ensuring service impact is minimized and agreed. Be accountable for the quality of operation delivery and performance; ensuring future demand from growth and projects is understood and factored into capacity plans for all associated systems. Manage and develop internal management reporting to demonstrate team performance and improvement activities. Manage and prioritize team schedule. Develop and lead on operation projects. Meet the ongoing Managed Services objectives. Drive internal and third party service delivery meetings covering performance, service improvements, quality and processes.

Desired Skills & Experience

Dynamic, dynamic, dynamic. You will need to be very client focused, 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. An inspiring leader who can motivate the team. A thorough understanding of CSG products/solutions will be an advantage. Experience in Telecom Domain, specifically in BSS 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 or equivalent experience.

Location(s):

India Remote

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