Senior Principal Product Manager - Omnichannel at NTT Ltd.

Key Roles and Responsibilities:

• Experience in IVRs, Voice, Digital Channels, Ideally ServiceNow CSM and Genesys required.
• Ensure the coordination of activities, actions, and deliverables in the service development process to ensure completion within time and budget and in line with development standards and methodologies
• Strategically drive and evolve a robust regional inter-lock for service development aligned to the global/group methodology to ensure expedient time-to-market / release of developments
• Ensure new service offer requirements from Service Offer Management have clearly defined business value outcomes, and that requirements are substantiated by an appropriate business case, and prioritized according to business impact and importance
• Where required, support Service Offer Management in the formation of business cases for new service offers
• Develop and drive individual and team KPIs through coaching and developing the team(s)
• Manage the identification, development, and implementation of service pre-design in line with agreed technical, operational, and architectural specifications
• Throughout the development cycle, ensure documents are prepared and maintained for service design/definition relating to the development of new services or enhancements to existing services
• Manage the reports and dashboards highlighting risks, issues, and trends to support management decision making
• Pay attention to the security architecture, standards, and requirements for the new service, ensuring the secure-by-design principle
• Ensure that the client journey is defined, designed, and implemented, optimizing client experience and maximizing economic return through new monetizable client features and capabilities
• Oversee any implementation decisions throughout the development process to optimize the balance between time-to-market, cost to implement, and delivered value
• Establish and manage a release management strategy for the service to maximize commercial value and impact
• Use expertise to provide input into the continuous improvement of the services development methodology and its practices
• Manage strong working interlocks with all business teams and functions required in the development process, together with a verified RACI for all work to be undertaken. Subject this to continuous review and improvement
• Conduct post-implementation reviews to audit the commercial, operational, and technical performance of new service offers, and provide feedback to the business on possible improvements and optimization opportunities
• Lead, manage, coach and mentor team(s) to achieve business strategy and objectives

Knowledge, Skills, and Attributes:

• Excellent understanding of the vast range of IT operations and NTT service offerings
• Excellent knowledge and understanding of IT industry environment and business needs
• Strong relationship management and demonstrated collaborative skills in working with internal and external business leaders and stakeholders
• Strong communication skills (verbal and written) coupled with good questioning skills
• An expert in the design/development of procedures and technical features required to fulfill all the elements relevant to the service
• Demonstrated expertise in design thinking and scaled agile frameworks.
• Demonstrate good documentation skills, in particular, business requirements
• Strong analytical and research skills
• Assertive in approach coupled with confidence in the area of expertise and the ability to facilitate business conversations
• Exhibit growing knowledge and passion for area specialization
• Excellent ability to effectively lead and manage a services / product team(s)
• Good client relationship building and engagement skills
• Ability to persuade, negotiate and influence key stakeholders
• A go-getter with the ability to work in high-pressure situations
• Good conceptual insight and ability to think strategically
• Ability to establish and manage processes and practices through collaboration and the understanding of business
• Ability to manage assigned work processes
• Service orientated individuals who are able to create client value whilst maintaining profitable business results

Academic Qualifications and Certifications:

• Typically requires significant related experience with a Bachelor’s degree or equivalent
• Leading SAFe Agile preferable
• ITIL certification(s)

Required Experience:

• Sound experience working in an Information Technology environment, particularly within IT Operations
• Sound experience in a similar role within a related environment
• Demonstrated experience in effective product lifecycle management and service delivery excellence
• Prior demonstrated experience leading and managing a product / services team(s)