Manager Managed Services

Hi, I'm Rita Dias, your Recruiter and guide to joining CSG! We are excited to learn more about you and your unique background.

Reporting to the Director, Service Management, the Manager, Service Management will be responsible for aspects of client management and the governance of Managed Service and Support customers. Managing a team delivering SLAs and milestone-based deliverables on target for either Operations, Development (where applicable) and/or Support of the CSG software assets and solutions.

What you will be doing:

• You will be responsible for CSG Global Service Management client(s) contact within your specific Service Catalogue domain, working in partnership with the CSG Sales team, your own senior management team and other CSG competency-based functions (Professional Services, Research and Development etc.).
• Ensuring that effective Service Management processes and activities are in place and being followed.
• Effective customer & stakeholder management and communication to ensure all levels are engaged in IT Services, their use and improvement.
• Setup of effective OLAs and supplier SLAs and reporting of KPI's.
• Identify change impact, risk, priority, size, business value and delivery timescales, ensuring suitable resource levels and capability are in place to meet business needs.
• Ensuring quality of service in line with release and deployment processes.
• Undertake vendor management activities to review supplier performance against SLAs.
• Act as an escalation point for incidents and problems that cannot be resolved through the standard support model.
• Ensure that all documentation associated to the IT Service is in place and regularly maintained.
• Root cause investigation of major incidents.
• Achieve both client SLA attainment and drive broader SLA standards for solutions and services offered for your customer(s) in line with CSG policies and ITIL best practices.
• Identifies issues/risks in a timely manner and develops/implements appropriate risk response, leveraging senior and executive management support when required.
• Proactively monitoring overall work-stream/incident progress/status at regular intervals to senior and executive level stakeholders, resolving issues and initiating corrective action as appropriate in accordance with the governance arrangements.
  
  

You should have:

• Bachelor’s degree (Information Technology, Computer Science or Business (Computing Major)) or equivalent experience.
• Minimum 10 years of progressive operations/support/program management experience in managing a work-stream within a large implementation/software transformation or operations outsourcing program.
• Minimum 6 years people management experience in a global environment or role.
• Experienced ITIL Practitioner – practical experience in designing, implementing and delivering ITIL Services
• A proven background of client relationship building and someone with highly developed leadership skills with ability to lead groups (10+).
• Strong general management and operational skills in your background
• Although you will come from an operations, support or development background, with significant telecommunications OSS/BSS operations experience ideally in a tier 1 provider, you will also have a creative edge to your resume demonstrated through past success.
• Experienced in working with Systems Integrators and multiple vendors essential.
• Highly developed communication and stakeholder management skills to influence and gain cooperation with customers and internal team members where interests may be divergent.
• Understanding of Financial principals and reporting.
  
  

Our Guiding Principles

Impact

Always help and empower others, whether they’re colleagues or customers. When our employees set their minds to something, great things happen.

Integrity

Do what’s right for our customers and our people while being authentic. We treat everyone with trust and respect—that’s just who we are.

Inspiration

Be bold in the way you think and passionate about the work you do. Test out innovative ideas without the fear of failure.

CSGer Perks & Benefits

• Work from Home, in-office, or hybrid
• Employee Belonging Groups
• Healthcare: Dental, Medical, and Vision
• Paid Vacation, Volunteer, and Holiday Time Off
• And so much more!
  
  

Our Story

CSG empowers companies to build unforgettable experiences, making it easier for people and businesses to connect with, use and pay for the services they value most. For over 40 years, CSG's technologies and people have helped some of the world's most recognizable brands solve their toughest business challenges and evolve to meet the demands of today's digital economy.

By channeling the power of all, we make ordinary customer and employee experiences extraordinary. Our people [CSGers] are fearlessly committed and connected, high on integrity and low on ego, making us the easiest company to do business with and the best place to work. We power a culture of integrity, innovation, and impact across our locations, representing the most authentic version of ourselves to build a better future together. That's just who we are. Learn more about CSG Inclusion & Impact here

Location(s):

PT.BRAGA.OFFICE