Managed Services Director

NetcrackerTokyo, Japan · Posted 4 months ago

Full-time

Description

We’re building the future of how the world communicates.

Netcracker, part of NEC Corporation, combines deep telecom industry expertise with cutting-edge cloud-native and AI-powered innovations to enable communications service providers and enterprises to transform their businesses, unlock innovation, and create meaningful digital experiences for millions of people around the world. With more than 30 years of experience serving over 250 customers in more than 70 locations worldwide, we are the global market leader in telecom software and services.

Join us and be part of a team that is not just keeping up with the digital future but is leading the way.

Job Summary

The Managed Services Director leads the delivery and lifecycle management of Business Support Systems (BSS) services for telecom operators. The role focuses on ensuring high-quality service operations, SLA compliance, and continuous improvement across billing, CRM, order management, and revenue assurance platforms. They oversee cross-functional teams, manage client relationships, drive operational efficiency, and align service delivery with business goals. Additionally, the director is responsible for financial performance, risk management, and leveraging automation and digital transformation to enhance service outcomes and customer experience.

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.

Skills and Experience

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
N1 Japanese and Business level English speaking required

Education

University Degree in Engineering , IT or a related field

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