Vice President of Managed Services, EMEA

London, Great Britain (United Kingdom)

Position Summary (Roles & Responsibilities):


This is a two-fold role of securing and delivering Managed Services for the NetCracker MSO customer base.

· 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 Customer Support activities related to the NetCracker TOMS Managed Services operation

·  Lead cross-functional, multi-cultural, geographically dispersed teams

·  Provide input into all NetCracker TOMS 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 TOMS Managed Services operation

·  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 operation

·  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 TOMS Managed Services in a manner that will allow replica MS implementations 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 operation into NC Managed Services operation

· Define resources, support levels and tools required both for customer as well as NetCracker

· Lead the Managed Services Readiness thread for flawless execution by year end

· Participate and lead TOMS Managed Services Governance meetings with the customers, assuming personal accountability on delivery and SLAs

· Proactively work to improve process and operation by streamlining operation and reducing cost of operation over time

· Assist NC sales team in selling TOMS managed service by presenting best practices and thought Leadership


Experience & Requirements

·  10 years’ operating or consulting on CRM & Ordering managed  services experience, at least 3 years at senior levels for large national enterprise (Telecom provider preferred)

·  Minimum 5 years of experience in all of the following:

o   Launching or managing CRM/Ordering Managed services of large scale

o   Senior manager (VPs and up) presentation skills and negotiations

o   Application software implementation understanding and expertise in applying technology to meet customer needs

o   IT networking or Telecommunications experience

o   Relevant telecom BSS/OSS applications understanding at high level

o   Contracts, SOWs, and other commercial agreements

o   Major System Integrator understanding

o   Detailed experience with project management methodologies and associated tools

o   Experience running 5m+ programs

o   Knowledge of Data Center deployments and transition of operation into managed service format

o   Knowledge of the software development lifecycle

o   In-depth knowledge of CRM/Ordering managed service operation across all tiers,  techniques, methods, processes, and practices

o   Ability to construct/maintain a departmental budget and manage projects accordingly

o   Excellent oral presentation and written communications skills

o   Outstanding time management skills

o   Ability to travel


·         B.A., B.S.; Masters preferred


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