What you'll do:

Reporting to the (Executive) Director, Service Management, the Senior Manager, Service Management will be responsible for 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.
Primary Responsibilities

· You will be the accountable CSG Global 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.

· Works with the relevant managers for project staffing and resource management.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 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 overall leadership to your team.

· Jointly develop within CSG an agreed roadmap with customer(s) to cater for business growth.

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 (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.

What you should have

· 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.

· 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 (B.A.) or equivalent experience.

Location(s):

Accommodation:

If you would like to be considered for employment opportunities with CSG and need special assistance due to a disability or accommodation for a disability throughout any aspect of the application process, please call us at +1 (402) 431-7440 or email us at [email protected]. CSG provides accommodations for persons with disabilities in employment, including during the hiring process and any interview and/or testing processes.

Our Guiding Principles:

Impact: Always help and empower others, whether they’re colleagues or customers. When our employees set their minds to something, great things happen.

Integrity: Do what’s right for our customers and our people while being authentic. We treat everyone with trust and respect—that’s just who we are.

Inspiration: Be bold in the way you think and passionate about the work you do. Test out innovative ideas without the fear of failure.

Our Story:

CSG empowers companies to build unforgettable experiences, making it easier for people and businesses to connect with, use and pay for the services they value most. For over 40 years, CSG's technologies and people have helped some of the world's most recognizable brands solve their toughest business challenges and evolve to meet the demands of today's digital economy.

By channeling the power of all, we make ordinary customer and employee experiences extraordinary. Our people [CSGers] are fearlessly committed and connected, high on integrity and low on ego, making us the easiest company to do business with and the best place to work. We power a culture of integrity, innovation, and impact across our locations, representing the most authentic version of ourselves to build a better future together. That's just who we are. Learn more about CSG Inclusion & Impact here.