Manager Managed Services Operations

Job Description

Good understanding of running telecom back-office operationsGood people management skillsStrong oral & written communication skills to communicate with internal and external customersPurpose - Broad objective of the roleKey ResponsibilitiesLead strategic planning to achieve business goals by prioritizing initiatives and coordinating the evaluation, deployment and management of current and future delivery engagementsMaintain awareness of emerging industry trends and innovations to help fine tune engagement imperativesClosely work with the various functions like IT, Strategy, Business Development, Operations and balance interestsStrong ability to handle multiple cross linked and interdependent projects and activitiesManaging large alarms & enterprise customer activations in telecom projects/programsAct as the prime point of contact for acting on the alarms & incidents and managing the steering committee for large operational issuesOwn the overall Operational and Delivery relationship with the Customer & Internal.To act as single point of contact for the customer in the pre and post sales phase, overlooking the complete service, delivery and commercial processes and optimizing individual areas when needed in conjunction with the relevant functionsEnsure all reported problems for customer are resolved in accordance with the contracted Service Level Agreements. (SLAs);Own the effectiveness of assurance teams assessment and communication of the impact of planned maintenance activities.Provide customer training on web portal tools; fault management and escalations procedures;Point of contact to liaise with customers and internal teams to resolve any billing issue or dispute;Manage Change Management request activities, where the customer s network may be impacted.To identify and drive process improvements within the Service organization.Speaking French is an added advantageThis is an onsite position to Guinea (West Africa)Operating Network - Key ExternalOperating Network - Key InternalSize and Scope of Role - FinancialSize and Scope of Role - No. of direct reportsSize and Scope of Role - Total team sizeSize and Scope of Role - Other size parametersMinimum qualification & experience4 - 8 years of telecom experience in multiple domains like delivery, assurance, change management, customer experience management and program managementPost Graduate / Bachelor in Engineering - Electronics or Electronics & CommunicationsKnowledge on IP/MPLS, Fiber & other emerging market technologiesGood understanding of running telecom back-office operationsGood people management skillsStrong oral & written communication skills to communicate with internal and external customersOther knowledge/skillsKey ResponsibilitiesLead strategic planning to achieve business goals by prioritizing initiatives and coordinating the evaluation, deployment and management of current and future delivery engagementsMaintain awareness of emerging industry trends and innovations to help fine tune engagement imperativesClosely work with the various functions like IT, Strategy, Business Development, Operations and balance interestsStrong ability to handle multiple cross linked and interdependent projects and activitiesManaging large alarms & enterprise customer activations in telecom projects/programsAct as the prime point of contact for acting on the alarms & incidents and managing the steering committee for large operational issuesOwn the overall Operational and Delivery relationship with the Customer & Internal.To act as single point of contact for the customer in the pre and post sales phase, overlooking the complete service, delivery and commercial processes and optimizing individual areas when needed in conjunction with the relevant functionsEnsure all reported problems for customer are resolved in accordance with the contracted Service Level Agreements. (SLAs);Own the effectiveness of assurance teams assessment and communication of the impact of planned maintenance activities.Provide customer training on web portal tools; fault management and escalations procedures;Point of contact to liaise with customers and internal teams to resolve any billing issue or dispute;Manage Change Management request activities, where the customer s network may be impacted.To identify and drive process improvements within the Service organization.Speaking French is an added advantageTechnical CompetenciesKnowledge / SkillsCommunication Skills,

Keyskills :
sales trongoral writtencommunicationskills