Sr Mgr Service Management

Overview

Lead the client management and governance of Service Management customers, managing a team that delivers SLAs and milestone-based deliverables for the Operations, Development and/or Support of CSG software assets and solutions.

What you'll do

• Act as the accountable CSG Global Service Management client 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.).
• Be accountable for service management revenue and margin goals and cost of service.
• Drive organic business growth and delivery of incremental revenues through the life of the specific contract, with a commercially oriented focus on business planning and future strategy in partnership with other CSG go-to-market functions.
• Mentor staff and build a successful team that delivers top-level customer service to your client, and provide input on team performance and reward.
• Focus on processes and operational efficiencies to improve the service offering, reduce cost or expand business and revenue generation.
• Achieve client SLA attainment and drive broader SLA standards for solutions and services offered to your customer(s) in line with CSG policies and ITIL best practices.
• Authorise any changes for customers from a business perspective and drive continual service improvement.
• Co-develop and maintain the business plan and budget, and manage budget and control, including operating and capital costs.
• Work with the relevant managers on project staffing and resource management.
• Deliver input on policies, programs, staffing organizational design, strategy and budget planning for Global Service Management senior management.
• Plan and design client-specific or broader service-oriented programs, and proactively monitor overall progress at regular intervals to senior and executive level stakeholders, resolving issues and initiating corrective action in accordance with governance arrangements.
• Develop and maintain cross-functional partnerships with other CSG departments to resolve customer issues and maintain CSG's credibility and reputation as a vendor.
• Demonstrate CSG Values.
• Deliver identified major technology services program(s) within budget and time requirements.
• Be accountable 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 with customer(s) within CSG an agreed roadmap to cater for business growth.

What you'll need

• 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.
• Bachelor's degree (B.A.) or equivalent experience.
• Very client focussed and results driven, with a proven background of client relationship building.
• Highly developed leadership skills with ability to lead groups (25+).
• Strong general management and operational skills.
• Entrepreneurial in thought process, highly capable and self-motivated, with a desire to achieve.
• Operations or development background with significant telecommunications OSS/BSS operations experience.
• Great arbitration and organizational skills.
• Experience working with Systems Integrators and multiple vendors.
• Sophisticated communication and stakeholder management skills to influence and gain cooperation with customers and team members where interests may diverge.
• Understanding of financial principles and reporting.

Nice to have

• Ideally from a tier 1 provider, with a creative edge to your resume demonstrated through past success.
• Thorough understanding of CSG products/solutions.
• Program Management and ITIL accreditation.
• Project Management and PMP certification.

Details

• Location: Philippines (Remote).
• Ability to travel to customer or CSG sites as needed.
• Reports to the (Executive) Director, Service Management.