Service Head Intelligent Managed Services

Job Description: 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 makerchecker mechanism to ensure on time and quality delivery to the managed customers

Requirement for the role

• Seasoned leader with 1520 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.