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Sr Mgr Service Mgmt

5.00 to 7.00 Years   Bangalore   26 Nov, 2019
CSG International
Job LocationBangalore
EducationNot Mentioned
SalaryNot Disclosed
IndustryIT - Software
Functional AreaGeneral / Operations Management
EmploymentTypeFull-time

Job Description

  • Day to day liaison between CSG and clients ( operation and business)
  • Manage problem resolution and escalations, become first point of contact for any escalation before it reaches to Director and CDE/CBE
  • Liaise with all the leads in different areas and ensure smooth delivery of the services,
  • Conduct regular operations status and management meetings with clients.
  • Responsible for building and maintaining an excellent working relationships with the clients and ensuring that client issues are handled appropriately and escalated to management as necessary
  • As an advocate for the clients and a member of CSG, SDMs works with multiple CSG internal teams to escalate and troubleshoot issues, communicate client priorities and proactively advocate for clients
  • As owner of the escalation process the operation Manager along with service manager will take ownership of major incidents to ensuring coordination of resolving parties, effective communication to stakeholders and post incident review
  • Monitor, control and support operation delivery; ensuring systems, methodologies and procedures are in place and followed
  • Manage status updates, incident analysis and reporting for high severity incidents affecting clients.
  • Champion Service and Support in projects and developing a strong understanding of projects impacting your service area and ensuring service impact is minimized and agreed
  • Be accountable for the quality of operation delivery and performance; ensuring future demand from growth and projects is understood and factored into capacity plans for all associated systems.
  • Manage and prioritize team schedule.
  • Develop and lead on operation projects.
  • Meet MSS objective.
  • Drive internal and third party service delivery meetings covering performance, service improvements, quality and processes.
Desired Skills & Experience
  • Dynamic, dynamic, dynamic.
  • You will need to be very client focused, 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.
  • Although 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.
  • Great 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 12 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.
  • Thorough understanding of CSG products/solutions will be an advantage.
  • Experience in Telecom Domain, specifically in BSS is a plus
  • 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 or equivalent experience.
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Keyskills :
servicedelivery peoplemanagement managementskills leadershipskills programmanagement generalmanagement problemresolution escalationprocess ateliaison

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