Manager Service Management

Reporting to the (Executive) Director/Senior Manager, Service Management, the Manager, Service Management will be responsible for aspects of client management and governance of Service Management customers. Managing a team delivering SLAs and milestone based deliverables on target for either Operations, Development and/or Support of the CSG software assets and solutions.

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

• Cost estimates for new projects or customers

• Creation of GOSM Statement of Work and subsequent schedules

• On target attainment of SLAs,

• budget within targeted margins,

• realization of the client expected benefits,

• successful delivery of the objectives of applicable client programs or internal CSG initiatives.

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 Manager, Service Management will lead a distributed team collocated with the customer(s) and/or in remote CSG’s offices.

Primary Responsibilities

• You will be responsible for CSG Global Service Management client(s) contact within your specific Service Catalogue domain, working in partnership with the CSG Sales team, your own senior 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.

• When applicable, create and manage Service Management estimates, transition/program/project plans, resource allocation and labour/non-labour expense forecasting.

• Works with the relevant managers for project staffing and resource management.

• Identifies issues/risks in a timely manner and develops/implements appropriate risk response, leveraging senior and executive management support when required.

• Proactively monitoring overall work-stream/incident progress/status 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

• Provide relevant work-stream deliverables in 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 leadership to your team.

Desired Skills & Experience

• Dynamic, dynamic, dynamic.

• 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 (10+).

• 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, support 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.

• Highly developed communication and stakeholder management skills to influence and gain cooperation with customers and internal team members where interests may be divergent.

• Understanding of Financial principals and reporting.

• Minimum 8 years of progressive operations/support/program management experience in managing a work-stream within a large implementation/software transformation or operations outsourcing program.

• Minimum 3 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 (Information Technology, Computer Science or Business (Computing Major)) or equivalent experience.

Location(s):

Australia Remote

Apply now >