Director Service Management
Director Service Management
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Job Description
As the Director of Service Management within CSG Managed Services you will serve as the client interface working in close partnership with Sales Account Management Professional Services R&D and other crossfunctional teams. Your mandate will be to lead multidomain service delivery champion operational excellence and ensure commercial success by driving customer satisfaction service innovation and longterm strategic growth.
This is a clientfacing leadership role where you will be accountable for the overall success of service delivery and the longterm evolution of services aligned to both CSG strategy and your customers objectives.
Key Responsibilities
Service Leadership
- Act as the senior operational lead for assigned client(s) managing service delivery stakeholder engagement and customer success across South East Asia India Singapore Philippines and Malaysia)
- Lead the implementation and of service delivery strategies ensuring continuous service improvement and innovation.
- Champion the delivery of bestinclass customer operations aligning with complex full SDLC projects and managed services.
- Ensure SLA attainment service governance and adherence to ITIL and CSG global standards.
Commercial & Strategic Ownership
- Own service revenue margin goals and overall cost of service for your client engagements.
- Identify and drive organic growth opportunities generating incremental revenue through valueadded services.
- Contribute to budget development financial management and service profitability.
People & Team Development
- Lead and mentor a highperforming team fostering a culture of excellence accountability and continuous improvement.
- Provide performance feedback support career growth and reward contributions that enhance client experience and business outcomes.
Operational Excellence
- Oversee clientspecific service including planning monitoring and stakeholder reporting.
- Drive process and operational efficiencies particularly those that reduce cost enhance service quality or support business expansion.
- Serve as the escalation point for critical service issues coordinating resolution across internal teams.
Crossfunctional Collaboration
- Build strategic relationships across CSG departments to ensure issue resolution solution alignment and customer satisfaction.
- Maintain visibility across all service functions to proactively manage risks dependencies and deliverables.
- Act as a champion for CSG values representing the organization with integrity and professionalism.
Key Outputs & Accountabilities
- Delivery of key technology services within budget timeline and scope.
- High levels of client satisfaction and retention through proactive engagement and successful service outcomes.
- Scalable operational processes that support growth transformation and customer experience improvements.
- Joint development of client roadmaps that align with CSGs product and delivery strategy.
Qualifications & Experience
- 15 years of progressive experience in service management operations or program leadership within telecom technology or consulting.
- Strong background in OSS/BSS operations ideally with a Tier 1 telecom provider or managed services environment.
- 12 years of people management experience in global or matrixed teams.
- Direct exposure to systems integration and vendor coordination in multivendor environments.
- Expertise in client engagement executive stakeholder management and resolving divergent priorities.
Location(s):
Required Experience:
Director
Employment Type
Full-Time
