Hybrid Manager – Service Management

at CSG

• Job title: Manager – Service Management
• Job type: Full Time
• Experience level: Senior, Lead
• Salary: Not specified
• Degree requirement: Bachelor's Degree
• Tech skills: PMP
• Location requirements: Hybrid, Australia

About the role

• Manager Service Management at CSG responsible for client governance and service delivery in Australia. Leading a team to achieve SLAs and client satisfaction with strategic business growth focus.

Responsibilities

• 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.)
• Service management revenue and margin goals and cost of service accountability.
• Organic business growth and delivery of incremental revenues through the life of the specific contract within this client is expected, and this is a commercially oriented role with strong emphasis on business planning and future strategy in partnership with other CSG go-to-market functions.
• Focus on staff mentoring and building a successful team which will in turn deliver the top level customer service required to look after your client. Provide input on team performance and reward.
• 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.

Requirements

• Minimum 8 years of progressive operations/support/program management experience in managing a work-stream within a large implementation/software transformation or operations outsourcing program.
• Minimum 3 years people management experience in a global environment or role.
• Thorough understanding of CSG products/solutions will be an advantage.
• Program Management and ITIL accreditation will be an advantage.
• Project Management and PMP certification will be an advantage.
• Bachelor’s degree (Information Technology, Computer Science or Business (Computing Major)) or equivalent experience.

Benefits

• CSG provides accommodations for persons with disabilities in employment, including during the hiring process and any interview and/or testing processes.