Manager, Service Management

Hi, I'm Bhaskar Boroo , your Recruiter and guide to joining CSG! We are excited to learn more about you and your unique background.

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

• Day to Day Operational responsibility for Incident Management (Major), Problem Management, Release Management, Change Management and

• Service Relationship Management (and their governance thereof);

• Managing key relationships across technical teams (onshore/offshore) and the customer to deliver a service centric culture;

• On target attainment of SLAs, KPIs & OLAs;

• Responsible for the oversight of all corresponding processes and governance executed by the function, ensuring that they are delivered in line with

• business need, minimum standards and supplier obligations;

• To build, develop and lead the Service Management support & operations teams including succession planning and coaching;

• Provide leadership that focuses teams on improving service stability and performance;

• Oversight and Escalation for Major Incident Management, ensuring effective delivery and of the processes and controls to minimize disruption to CSG

• business & the customers;

• Support of the pre-sales engagement process for managed service and support opportunities;

• Budget within targeted margins;

• 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.

Is this opportunity right for you? We are looking for candidates who:

• 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.)

• 15 + years of experience in Service management with Telecom domain.

• Ensuring that effective Service Management processes and activities are in place and being followed.

• Effective customer & stakeholder management and communication to ensure all levels are engaged in IT Services, their use and improvement

• Setup of effective OLAs and supplier SLAs and reporting of KPI's Manage and train team members Identify change impact, risk, priority, size, business value and delivery timescales, ensuring suitable resource levels and capability are in place to meet business needs.

• Ensuring quality of service in line with release and deployment processes Undertake vendor management activities to review supplier performance against SLAs

• Act as an escalation point for incidents and problems that cannot be resolved through the standard support model.

• Ensure that all documentation associated to the IT Service is in place and regularly maintained Root cause investigation of major incidents

• As a natural leader, you will be focussed on processes and operational efficiencies 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.

• 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.

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.

View More Benefits (https://www.csgi.com/careers/)

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 **************@csgi.com. CSG provides accommodations for persons with disabilities in employment, including during the hiring process and any interview and/or testing processes.

Our Story

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 representing the most authentic version of ourselves to build a better future together. That's just who we are

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