Executive Director, Service Management at CSG International

Job description

Role Purpose & Scope

Reporting into the VP, Carrier Operations Service Management, the Executive Director, Service Management will be responsible for client management and governance of a large Managed Services engagement in South Africa. Managing a team delivering SLAs and milestone based deliverables on target for Operations, Development and Support of the CSG and third-party software assets and solutions.

Particularly the Executive Director, Service Management will be accountable for the successful execution of:

• On target attainment of SLAs,
• Budget within targeted margins,
• Realization of the client expected benefits,
• Overall service deliverables spanning development, operations and governance,
• Continuous service improvement.
• To establish a trusted and strategic advisory relationship with both the CSG client and other CSG go-to-market functions to position the company for future business growth opportunities. The Executive Director, Service Management will lead a distributed team collocated with the customer and in CSG's offices.

Primary Responsibilities

• You will be the accountable CSG Managed Services engagement leader, working in partnership with the CSG Sales and Account team, your own management team and other CSG competency-based functions.
• Service management revenue and margin goals and cost of service accountability.
• Organic business growth and delivery of incremental annuity revenues 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 a successful team which will in turn deliver the top level customer service required to look after your clients. Provide input on team performance and reward.
• As a natural leader, you 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 in line with CSG policies and ITIL best practices.
• Authorises any changes for customers from a business perspective and continual service improvement.
• Co-develops and maintains regional business plan and budget. Subsequent budget management and control thus having a good understanding of managing operating and capital costs.
• Delivers input on policies, programs, staffing organizational design, strategy, and budget planning for Global Service Management senior management.
• Planning and designing the either client specific or broader service oriented programs and proactively monitoring 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.
• Develops and maintains cross-functional partnerships with other CSG departments to ensure customer issues are resolved and CSG retains a vendor of credibility reputation.
• 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.
• Oversee client engagement and relationships while providing overall leadership to your team.
• Jointly develop within CSG an agreed roadmap with your customer to cater for business growth.

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 (75+).
• You will be able to show strong general management, software development 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 15 years of progressive combined operations, support or program management experience in managing either large implementation/software transformation or operations outsourcing programs, within a professional services or a consulting environment.
• Minimum 7 years people management experience in a global environment or role.
• Program Management and ITIL accreditation will be an advantage.
• Bachelor's degree (B.A.) or equivalent experience.