Director - Service Management

Role Purpose & Scope

Reporting to the Executive Director, EMEA Service Management, you will be responsible for client management and governance of Service Management customers. Managing onsite & offshore teams to deliver SLAs and milestone-based deliverables on target for Support & Operations Management, Delivery Management and/or Support of the CSG software assets and solutions.

The Director will be ‘very hands on’ in the accountability of day to day account management, BSS operations and service management. Hands on Management of teams, both onsite and offshore to deliver SLAs and milestone-based deliverables on target for either Operations, Development and/or Support of the CSG software assets, solutions and overall service catalogue.

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

Cost estimates & Project Management/Delivery for new projects or customers
Creation of MSS Statement of Work and subsequent schedules
Regular Service Reviews & SteerCo meetings on target attainment of SLAs; including reporting and creation of Management Information packs
Budget within targeted margins,
Developing, documenting and deploying of service management processes using ITIL best practices
Service Transition, Service Operations & Continuous service improvement
Successful delivery of the objectives of applicable client programs or internal CSG initiatives.
Your responsibility will also be to establish a trusted and strategic advisory relationship with both CSG client(s) and other CSG go-to-market functions to position the company for future business growth opportunities. The Director, Service Management will lead distributed teams co-located with the customer(s) and/or in remote CSG’s offices.



Must Have


12+ years of experience working in the Telecommunications industry, with deep knowledge of support & operational business processes within a start-up environment, preferably including the customer support and/or service assurance domains
Hands on and low-level experience of ITIL lifecycle design & delivery; including service strategy/design, service transition, service operations & continuous service improvement
Extensive knowledge of end to end Digital BSS & billing operations
Business Relationship Management & Conflict management experience
Day to day Project & Program management experience
Telco Operations and Product experience with batch or real-time tier 1 BSS platforms
Commercial Contract & Profit and Loss management experience
Experience in dealing at “C” Level
Success in developing Senior Relationships and business growth
English as a language


Primary Responsibilities

You will be the accountable 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.)
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

Deliver identified major technology services & operational program(s) within budget and time requirements.
Programme & project management of customer deliverables; including project statements, business cases and low-level project plans
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.

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