Managed Services Director

Seattle, USA

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.

Position Summary: 

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

Principal Duties and Responsibilities: 

  • Act as a trusted adviser to customer executives and SMEs and participate in strategic and road-map 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 and 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)
  • Must be fluent in both written and spoken German & English
  • Minimum 5 years of experience in all of the following:
    • Launching or managing CRM/Ordering 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
    • Experience running 5m+ programs
    • Knowledge of Data Center deployments and transition of operation into managed service format
    • Knowledge of the software development lifecycle
    • In-depth knowledge of CRM/Ordering managed service operation 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


  •  B.S.; Masters preferred

Apply for this job

Please submit a detailed CV and fill out all the fields in the form.

U.S. Equal Opportunity Employment Information (Completion is voluntary)

Individuals seeking employment at this company are considered without regards to race, color, religion, national origin, age, sex, marital status, ancestry, physical or mental disability, veteran status, gender identity, or sexual orientation. You are being given the opportunity to provide the following information in order to help us comply with federal and state Equal Employment Opportunity/Affirmative Action record keeping, reporting, and other legal requirements.

Completion of the form is entirely voluntary. Whatever your decision, it will not be considered in the hiring process or thereafter. Any information that you do provide will be recorded and maintained in a confidential file.

If you believe you belong to any of the categories of protected veterans listed below, please indicate by making the appropriate selection. As a government contractor subject to Vietnam Era Veterans Readjustment Assistance Act (VEVRAA), we request this information in order to measure the effectiveness of the outreach and positive recruitment efforts we undertake pursuant to VEVRAA. Classification of protected categories is as follows:

A "disabled veteran" is one of the following: a veteran of the U.S. military, ground, naval or air service who is entitled to compensation (or who but for the receipt of military retired pay would be entitled to compensation) under laws administered by the Secretary of Veterans Affairs; or a person who was discharged or released from active duty because of a service-connected disability.

A "recently separated veteran" means any veteran during the three-year period beginning on the date of such veteran's discharge or release from active duty in the U.S. military, ground, naval, or air service.

An "active duty wartime or campaign badge veteran" means a veteran who served on active duty in the U.S. military, ground, naval or air service during a war, or in a campaign or expedition for which a campaign badge has been authorized under the laws administered by the Department of Defense.

An "Armed forces service medal veteran" means a veteran who, while serving on active duty in the U.S. military, ground, naval or air service, participated in a United States military operation for which an Armed Forces service medal was awarded pursuant to Executive Order 12985.

Why are you being asked to complete this form?

Because we do business with the government, we must reach out to, hire, and provide equal opportunity to qualified people with disabilities1. To help us measure how well we are doing, we are asking you to tell us if you have a disability or if you ever had a disability. Completing this form is voluntary, but we hope that you will choose to fill it out. If you are applying for a job, any answer you give will be kept private and will not be used against you in any way.

If you already work for us, your answer will not be used against you in any way. Because a person may become disabled at any time, we are required to ask all of our employees to update their information every five years. You may voluntarily self-identify as having a disability on this form without fear of any punishment because you did not identify as having a disability earlier.

How do I know if I have a disability?

You are considered to have a disability if you have a physical or mental impairment or medical condition that substantially limits a major life activity, or if you have a history or record of such an impairment or medical condition.

Disabilities include, but are not limited to:

  • Blindness
  • Deafness
  • Cancer
  • Diabetes
  • Epilepsy
  • Autism
  • Cerebral palsy
  • Schizophrenia
  • Muscular dystrophy
  • Bipolar disorder
  • Major depression
  • Multiple sclerosis (MS)
  • Missing limbs or partially missing limbs
  • Post-traumatic stress disorder (PTSD)
  • Obsessive compulsive disorder
  • Impairments requiring the use of a wheelchair
  • Intellectual disability (previously called mental retardation)
Application consent for Netcracker

By clicking the “I Accept” button you expressly make the following representations and warranties and give your consents as described below:

Netcracker collects your personal data for the purposes of managing Netcracker’s recruitment related activities as well as for organizational planning purposes globally. Consequently, Netcracker may use your personal data in relation to the evaluation and selection of applicants including for example setting up and conducting interviews and tests, evaluating and assessing the results thereto and as is otherwise needed in the recruitment processes including the final recruitment.

Netcracker does not disclose your personal data to unauthorized third parties. However, as a global corporation consisting of multiple affiliated companies in various countries, Netcracker has international sites and Netcracker uses resources located throughout the world. Netcracker may from time to time also use third parties to act on Netcracker’s behalf. You agree to the fact that to the extent necessary your personal data may be transferred and/or disclosed to any company within Netcracker group of companies as well as to third parties acting on Netcracker’s behalf, including also transfers to servers and databases outside the country where you provided Netcracker with your personal data. Such transfers may include for example transfers and/or disclosures outside the European Economic Area and in the United States of America.