Managed Services Program Director

If digital transformation, next-generation technology, and growth opportunities excite you, then join our Netcracker Technology team!  Our culture and collaborative work environment are the keys to our success.  Here you will work with the best in class global teams, earn a competitive salary, and contribute to the largest digital transformations around the world. 
What’s in it for you?
At Netcracker, we are all entrepreneurs. This means we get creative when thinking of technical solutions, explore possibilities and innovations and get excited about new technology.  We take complete ownership of our roles and aren’t micromanaged or left feeling like just another number. The results we achieve are highly visible to our leadership team and we are recognized for our work and promoted accordingly.

What is the scope of this role?

The MS Program Director has the two-fold role of securing and delivering professional services for the Netcracker customer base. You will be involved in E2E activities to ensure that service commitments are attainable and profitable. The ideal candidate must have experience in delivery large scale BSS transformation programs in the telco sector. 

Responsibilities

• Manage and grow Netcracker’s on-site transformation programs, including the following:
• Budget and business planning for projects and programs including forecasting, monitoring, and resource planning, while ensuring business profitability
• Manage customer expectations and satisfaction
• Overall accountability and responsibility for services in the scope of Managed Services contract: Application Operations, Hosting Services, Maintenance, Monitoring, Scheduling, Change management, Release management and Deployment management 
• Establishment of Operational Processes and Programs to meet KPIs/ SLAs.
• Continuous improvement of the service to reach Operational Excellence and  Efficiency using advanced methodologies, best practices, tools and innovation techniques.
• Understanding of customer business needs, market trends, directions, and the dynamic nature of the business to add value to customer business.
• Building credibility relationships and maintains communication with stakeholders at senior customer levels.
• Maintains a continuous alignment with strategic account objectives. Sets plans and make recommendations to modify the plan when necessary. Sets priorities, ensures optimization, evaluates risks and resolves conflicts to enhance effectiveness toward the business result or strategic intent
• Ensures an effective and engaged team within Matrix organization located onshore and offshore by providing ongoing guidance and mentorship. Ensures completeness delivery of Managed Services results.
• Secures budget and timeline
• Generate additional profitable revenue by expanding the scope of services provided by Netcracker
• Lead recurring governance meetings with client steering committee to ensure alignment on program milestones and future strategy.
• Manage all resources to ensure that all program commitments are completed on time, within budget, and with high quality
• Lead service delivery and customer support activities related to the Netcracker product suite
• Act as a trusted advisor to customer executives and SMEs, participating in strategic and roadmap discussions on business transformation.

Experience and Requirements:

• At least 8 years’ experience in Program/ Project management on BSS transformation programs. 
• At least 5 years’ Experience with Managed Services, Production Operations & Service Delivery
• At least 5 years of experience in customer facing role in the telco industry.
• Very good oral, written communication and presentation skills in English.
• Ability to work independently
• Ability to work in group environment which achieves results through teamwork
• Ability to work in overtimes to manage maintenance window and unexpected high incident
• Ability to travel 

Education:  

• A degree in a related field

Who is Netcracker Technology?
We are 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, analytics, virtualization, and 5G mobile networks. With an unbroken service delivery track record of more than 25 years, our unique combination of technology, people and expertise helps companies transform their networks and enable better experiences for their customers.

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