This important role will be responsible for the operational success and client facing aspects of Managed Services and Production Support engagements primarily with LATAM accounts.
Utilize industry standards such as ITIL to establish standardized operational processes to realize efficiencies and increased ability to achieve SLA’s and ultimately customer satisfaction, driving further opportunities within existing Netcracker accounts.
Leveraging industry experience, contacts and reputation, support sales engagements in new opportunities for Managed Services and Production Support.
Extensive background in BSS / OSS deployments and support in a senior role with responsibilities including regular interaction with senior management required.
Act as a trusted advisor to customer executives and SMEs and participate in strategic and roadmap discussions on business transformation, technology, and OSS / BSS / TOMS (Telecom Operations and Management Systems)
Work in conjunction with the sales team on continuously expanding existing Managed Service footprint and searching for new opportunities within accounts
Lead Managed Service delivery and transition activities to ensure launch stability
Lead cross-functional, multi-cultural, geographically dispersed teams
Provide input into all NetCracker Managed Services agreements with potential customers and vendors and represent NetCracker in commercial discussions
Drive the creation of software, tools, and methodology to ensure ongoing efficiency enhancements for the delivery of NetCracker Managed Services operations
Interact with Engineering and Product Management departments in an effective manner, providing input for ongoing product enhancements
Create and maintain program staffing plans, organizational chart, budgets, and other appropriate program level documentation for Managed Services operations
Establish departmental and personal objectives for the team members and provide measurable results against the established objectives
Report overall program status to the senior management and the board
Set up and define processes, procedures, SLAs, touch points, accountability boundaries for Managed Services in a manner that will allow replica MS engagements with other MSO’s and providers
Proactively define with C level customer executives and VPs their inter-departmental requirements, processes, touch points, and resources need to successfully transform their current BSS / OSS operations into NC Managed Services operation
Define resources, support levels and tools required both for customer as well as NetCracker
Lead the Managed Services Readiness programs
Participate and lead Managed Services Governance meetings with the customers, assuming personal accountability on delivery and SLAs
Proactively work to improve process and operation by streamlining operations and reducing costs of operations over time
Assist NC sales team in selling TOMS managed service by presenting best practices and thought Leadership
10 years’ operating or consulting on BSS & OSS managed services experience, at least 3 years at senior levels for large national enterprises (Telecom providers preferred)
Minimum 5 years of experience in all of the following :
Launching or managing CRM / Ordering or Billing Managed services of large scale
Senior manager (VPs and up) presentation skills and negotiations
Application software implementation understanding and expertise in applying technology to meet customer needs
IT networking or Telecommunications experience
Relevant telecom BSS / OSS applications understanding at high level
Contracts, SOWs, and other commercial agreements
Major System Integrator understanding
Detailed experience with project management methodologies and associated tools
Experience running large transformation programs
Knowledge of Data Center deployments and transition of operation into managed services model
Knowledge of the software development lifecycle
In-depth knowledge of CRM / Ordering managed service operation across all tiers, techniques, methods, processes, and practices
Ability to construct / maintain a departmental budget and manage projects accordingly
Excellent oral presentation and written communications skills
Outstanding time management skills
Ability to travel
B.S Computer Science.
Masters Degree preferred