Posted on: January 3, 2020

Managed Services Director

London, Great Britain (United Kingdom)
Netcracker Netcracker Careers logo

Join NetCracker Technology, a wholly owned subsidiary of NEC Corporation, to work for a forward-looking software company, offering mission-critical solutions to service providers around the globe. Our comprehensive portfolio of software solutions and professional services enables large-scale digital transformations, unlocking the opportunities of the cloud, virtualization and the changing mobile ecosystem. With an unbroken service delivery track record of more than 20 years, our unique combination of technology, people and expertise helps companies transform their networks and enable better experiences for their customers.

Principal Duties and Responsibilities:

  • Responsible for operational excellence of the managed services assuring a reliable, responsive and secure operation
  • Develop a deep understanding of existing customers services, ensuring robust SLA’s are in place and that the relevant operational and technical teams understand and are skilled to achieve these
  • Coordinate and help prioritize projects and enhancements to assure a sound overall architecture and uninterrupted operations.
  • Implement processes for monitoring/ alerting, systems maintenance, capacity management, change control, applications processing, communication, network, and security services, production and test environments and others solutions as deemed necessary
  • Build process for rapid problem detection and resolution, including escalation policies.
  • Provide leadership and guidance to project & delivery teams during the pre-sales, design and implementation process
  • Set clear objectives, tracks progress and install a high performance culture with an emphasis on team work, service excellence and ownership for resolving customer issues
  • Lead cross-functional, multi-cultural, geographically dispersed teams
  • Establish departmental and personal objectives for the team members and provide measurable results against the established objectives
  • Drive the creation of software, tools, and methodology to ensure ongoing efficiency enhancements for the delivery of Netcracker Managed Services operation
  • Interact with Engineering and Product Management departments in an effective manner, providing input for ongoing product enhancements
  • Set up and define processes, procedures, SLAs, touch points, accountability boundaries for Managed Services in a manner that will allow replica MS implementations with other MSO’s and providers
  • Define resources, support levels and tools required both for customer as well as Netcracker
  • Proactively work to improve process and operation by streamlining operation and reducing cost of operation over time

Experience and Requirements:

  • 10 years’ experience in OSS/BSS field with major software vendor or telecom company
  • Minimum 5 years of experience in all of the following:
    • Launching or managing OSS/BSS support/operations/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
    • Knowledge of the software development lifecycle
    • In-depth knowledge of OSS/BSS support/operations/managed services 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


  • Bachelor’s degree in related field

We are NetCracker, and we are focused forward

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