Senior Manager, Service Management at CSG International

17299 Senior Manager, Service Management (Open)

Position Details

The Senior Manager, Service Management will be responsible for client management and governance of Service Management customers. Managing a team delivering SLAs and milestone based deliverables on target for Operations, Development and/or Support of the CSG software assets and solution

Responsibilities

• You will be accountable for the CSG Global Service Management client(s) contact, working in partnership with the CSG Sales and Account team, your 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 accountability.
• Organic business growth and delivery of incremental revenues through the life of the specific contract within this client 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 client. Provide input on team performance and reward.
• As a natural leader, you will also be very focused 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.
• Authorizes any changes for customers from a business perspective and continual service improvement.
• Co-develops and maintains business plan and budget. Subsequent budget management and control thus having a good understanding of managing operating and capital costs.
• Works with the relevant managers for project staffing and resource management.
• 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.
• 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 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.
• 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.
• Bachelor’s degree (B.A.) or equivalent experience.