Job Description

The Managed Services Customer Delivery Manager drives the end-to-end execution of managed services contracts for a designated customer account. This includes overseeing service delivery, managing care operations, and ensuring the successful handling of cases and software upgrade deliveries. This role acts as the delivery process owner for all aspects of the business group-specific contract execution, accountable for revenue and profit, and is crucial in maintaining and enhancing customer satisfaction and operational excellence.

Service Delivery Management:

• Manages the delivery of the Managed Services portfolio, including case handling, emergency services, and software upgrade services, for customer contracts with varying business volumes and complexity.
• Ensures all aspects of the BG specific contract execution are met.

Customer Operations & Governance:

• Drives end-to-end care case handling operations and governance at the customer level.
• Manages software upgrade operations and governance for the customer account.
• Conducts end-to-end case handling governance and care reviews with the market/customer team (CT) and other Global Delivery Center (GDC) stakeholders.

Planning & Resource Management:

• Provides and validates demand and supply planning for the customer/CT based on the agreed scope of the customer contract.

Performance & Improvement:

• Drives key actions related to the improvement of Managed Services Key Performance Indicators (KPIs), utilizing inputs from performance managers and technology leads.
• Manages customer satisfaction surveys (e.g., Event-based Customer Satisfaction (EBCS), Operations Excellence Survey (OES), Operations Perceived Value index (OPVi)) and implements improvement actions.

Escalation & Transition Management:

• Orchestrates and manages the escalation of emergency case handling within GDC centers.
• Responsible for or contributes towards the successful transition of delivery scope from the project phase to the care/managed services phase.

Operational Support:

• Assists the Managed Services program manager on operational management topics related to service delivery.
• Accountable for revenue and profit related to the managed services contract.
• Telecommunication Technologies: In-depth knowledge of 5G, LTE, CloudRAN, O-RAN, SD-WAN, IoT, VoIP, and core network protocols (TCP/IP, SIP, MPLS).
• Network Management & Optimization: Expertise in network planning, design, and optimization; proficiency with network monitoring tools (e.g., NetAct, SolarWinds, PRTG) and troubleshooting techniques.
• Project & Program Management: Proven ability to manage complex telecom projects and programs, familiar with methodologies (Agile, Waterfall) and tools (MS Project, Jira).
• Security & Risk Management: Deep understanding of network security practices (firewalls, VPNs, encryption, IDS) and experience in disaster recovery planning.
• Analytical & Problem-Solving: Strong analytical skills to diagnose complex operational issues, identify root causes, and implement effective solutions.
• Leadership & Communication: Exceptional leadership, interpersonal, and negotiation skills. Ability to communicate complex technical and strategic information clearly to diverse audiences, including senior management and clients.
• Business Acumen: Strong financial management skills for budgeting, cost optimization, and ROI analysis.