CSG Looking for Director, Service Management at India Full Time

Hi, I’m Bhaskar Boroo, your Recruiter. At CSG, we choose to see beyond a resume paper. We put your story, perspective, background, and what you have to offer first. While the traditional approach works for some, many miss out on fantastic talent like yourself, and we refuse to make that mistake. Instead, we believe that by channeling the power of all, we make ordinary customer and employee experiences extraordinary.

Who will love this job

• A hybrid – you excel when you can choose your work style – remote, in-office, or a combination of both
• A grower – you learn new skills and expose yourself to experiences that you can apply quickly to enhance results
• An individualist – you succeed by leading your own projects and producing impactful outcomes
• An empath – you know how to connect and communicate with different audiences worldwide
• A collaborator – you love to work on projects that have functional workflows

What you’ll do

• You will be the responsible CSG Carrier Operations 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.)
• Accountable for leading the implementation of the service delivery strategy and the continual review and improvement of multi-domain services.
• Rolling out improved customer services and operations alongside complex full SDLC projects
• Strategic development of service and service improvement
• 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 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.
• Authorises 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.
• 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

• You will deliver identified major technology services program(s) within budget and time requirements.
• You will be accountability for client stakeholders, project schedules, quality requirements, resource allocation, risk, requirements and change management.
• You will manage client engagement(s) and relationships while providing overall leadership to your team.
• You will jointly develop within CSG an agreed roadmap with customer(s) to cater for business growth.

You should have

• 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.
• 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.
• You should have reat 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 service or a consulting environment.
• Minimum 12 years people management experience in a global environment or role.
• Thorough understanding of CS products/solutions will be an advantage.
• Program Management and ITIL accreditation will be an advantage.
• Bachelor’s degree (B.A.) or equivalent experience.

Location(s):

India Remote