Service Head - Intelligent Managed Services - Telecom

Service Head - Intelligent Managed Services

- The candidate should sound understanding of B2B business, products and Operating model of a Telecom service provider

- The candidate should have a fairly strong understanding of managed services

- The candidate will lead a team of L1 engineers responsible for trouble shooting of faults, Third party desk engaging with third party partners for fault resolution and Satellite NOCs

- The candidate will also be leading an extended team of Solution Architects, Operation excellence resources, Project managers and project based resources

- The candidate should build a team which can interpret, use and apply ITIL framework from Design, Service build, service delivery and service assurance

- The candidate should be able to guide and support delivery teams in delivery execution of defined architecture and roadmaps

- The Candidate should have the strength in defining & improving processes, Automation and building & implementing Method of Procedures (MOP)

Roles & Responsibilities

- Work with business PSS and B2B product teams to build a strong product line. Advice & recommend enterprise service architectures

- Engage with customers regularly for feedback on products & service experience, device strategies to improve and implement them.

- Build customer centric processes, Automate high volume transactions and define Method of Procedure (MOP) for manual tasks though the operation excellence team

- Build a strong partner governance model for third party partners, internal stakeholders

- Define and track operations metrics. Work towards differentiated customer experience

- Guide, support and track service delivery. Implement maker-checker mechanism to ensure on time and quality delivery to the managed customers

Requirement for the role

- Seasoned leader with 15-20 years of experience in IT or Telecom Managed Services for B2B customers

- Experience in product development will be an added advantage

- Customer Centric. A stint in customer front ending role will be a plus

- Ability to understand building blocks of technology, partner services and commercial model

- Functional and technical depth in network and security services. Understanding of network & security trends as applicable to providing SI & managed services to B2B clients

- A team player. Experience in building teams will be preferred.