Managed Services Director

Cambourne, Great Britain (United Kingdom); London, Great Britain (United Kingdom)

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:

Netcracker is looking for a MS Executive to be responsible for the operational and sales success of Managed Services and Production Support engagements on European accounts.  Utilize industry standards such as ITIL to establish standardized operational processes to realize efficiencies and increased ability to achieve SLA’s and ultimately customer satisfaction, driving further opportunities within existing Netcracker accounts.  Leveraging industry experience, contacts and reputation, support sales enagements in new opportunities for Managed Services and Production Support.

Principal Duties and Responsibilities: 

  • 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 transition activities to ensure launch stability
  • Lead cross-functional, multi-cultural, geographically dispersed teams
  • Provide input into all NetCracker 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 Managed Services operations
  • 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 operations
  • 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 Managed Services in a manner that will allow replica MS engagements 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/OSS operations into NC Managed Services operation
  • Define resources, support levels and tools required both for customer as well as NetCracker
  • Lead the Managed Services Readiness programs
  • Participate and lead Managed Services Governance meetings with the customers, assuming personal accountability on delivery and SLAs
  • Proactively work to improve process and operation by streamlining operations and reducing costs of operations over time
  • Assist NC sales team in selling TOMS managed service by presenting best practices and thought Leadership

 Experience Required

  • 10 years’ operating or consulting on BSS & OSS managed  services experience, at least 3 years at senior levels for large national enterprises (Telecom providers preferred)
  • Minimum 5 years of experience in all of the following:
    • Launching or managing CRM/Ordering or Billing 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 large transformation programs
    • Knowledge of Data Center deployments and transition of operation into managed services model
    • 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
    • Locally based

Education:

  • A., B.S.; Masters preferred

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