Managed Services Director

We’re building the future of how the world communicates.

Netcracker, part of NEC Corporation, combines deep telecom industry expertise with cutting-edge cloud-native and AI-powered innovations to enable communications service providers and enterprises to transform their businesses, unlock innovation, and create meaningful digital experiences for millions of people around the world.

With more than 30 years of experience serving over 250 customers in more than 70 locations worldwide, we are the global market leader in telecom software and services.

Join us and be part of a team that is not just keeping up with the digital future but is leading the way.

Managed Services Director

Role and Responsibilities

• Manage and grow Netcracker’s on-site transformation programs, including the following:

• Budget and business planning for projects and programs including forecasting, monitoring, and resource planning, while ensuring business profitability

• Manage customer expectations and satisfaction

• Overall accountability and responsibility for services in the scope of Managed Services contract: Application Operations, Hosting Services, Maintenance, Monitoring, Scheduling, Change management, Release management and Deployment management

• Establishment of Operational Processes and Programs to meet KPIs/ SLAs.

• Continuous improvement of the service to reach Operational Excellence and Efficiency using advanced methodologies, best practices, tools and innovation techniques.

• Understanding of customer business needs, market trends, directions, and the dynamic nature of the business to add value to customer business.

• Building credibility relationships and maintains communication with stakeholders at senior customer levels.

• Maintains a continuous alignment with strategic account objectives. Sets plans and make recommendations to modify the plan when necessary. Sets priorities, ensures optimization, evaluates risks and resolves conflicts to enhance effectiveness toward the business result or strategic intent

• Ensures an effective and engaged team within Matrix organization located onshore and offshore by providing ongoing guidance and mentorship. Ensures completeness delivery of Managed Services results.

• Secures budget and timeline

• Generate additional profitable revenue by expanding the scope of services provided by Netcracker

• Lead recurring governance meetings with client steering committee to ensure alignment on program milestones and future strategy.

• Manage all resources to ensure that all program commitments are completed on time, within budget, and with high quality

• Lead service delivery and customer support activities related to the Netcracker product suite

• Act as a trusted advisor to customer executives and SMEs, participating in strategic and roadmap discussions on business transformation.

Skills and Experience Required

• At least 8 years’ experience in Program/ Project management on BSS transformation programs.

• At least 5 years’ Experience with Managed Services, Production Operations & Service Delivery

• At least 5 years of experience in customer facing role in the telco industry.

• Very good oral, written communication and presentation skills in English.

• Ability to work independently

• Ability to work in group environment which achieves results through teamwork

• Ability to work in overtimes to manage maintenance window and unexpected high incident

• Ability to travel

Education

• University Degree in Engineering , IT or a related field

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