Operations Support Services Program Manager
Managing the suite of operational onsite services to drive customer absorption of new technology in the Service Provider marketplace. Includes global implementation of the current strategy, including field training, refinement of offerings based on customer and field feedback, new program features.
Job Responsibilities
The position includes services marketing program management responsibilities for the following programs:
n Onsite Advantage
n Problem determination and resolution
n Network management
n Change process management
n Service provisioning
n Circuit provisioning
You will take a leadership role to:
n Define the program requirements for new features on Onsite Advantage based on the Company’s market segment opportunities (by customer, by product line). Output: Program Requirements Document (PRD).
n Draft the Statement of Work (SOW) deliverables between the Company and subcontractors and the Company and customer.
n Work with solution managers to provide impact analysis based on market segments
n Develop and update market forecasts
n Evaluate competitive forces and create a winning strategy
n Determine packaging/pricing and feature sets
n Develop (w/finance) pricing and margin impact analysis
n Approve and assist with implementing the marketing communications plan
n Evaluate program costs and secure resources and budget (I.S., headcount, Marcom, etc)
n Evaluate impact on existing programs (eg SP Base, NSA, TIS, Professional services)
n Evaluate impact on channels
n Develop and manage program introduction timeline & project schedule
n Guide the project team throughout the concept, execution and readiness process, tracking open issues, raising red flags, monitoring pilot status and keeping the project on schedule
n Work with Center of Expertise (COE) on documentation of methods and procedures
n Provide content development for marketing collateral, presentations, etc (internal & external)
n Implement contract entitlement and agreements for ease of doing business
n Monthly report card output for program success measurement (adoption rate, profitability, customer satisfaction)
n Training of internal resources (Delivery, Sales, etc)
Education:
Requires BS, MBA or equivalent and 5 years of product management or operations management experience in the telecommunications industry.
Background/knowledge:
Extensive knowledge of the telecommunications regulatory standards are required (e.g. Bellcore, CLEI, Certified Version). In addition, applicant must in-depth technical knowledge of FCAPS (fault management, change management, accounting management, performance management and security). Applicant should have strong technical background (knowledge of Internetworking standards, ATM, Frame Relay, Voice and Internet technologies. Experience in a telecommunications operational environment a plus.
Skills:
Must be results-driven and ability to influence customers, mgmt. and peers. Must have strong project management skills with proven track record for on-time and on-budget performance. Requires excellent communications (written and verbal) and presentation skills.