GCX

Role Summary The role is critical to the operations and transformation of FLAG OSS platforms In-life support and operations of FLAG’s online and OSS platforms Strategic Transformation of FLAG’s OSS platforms across the FLAG and Vanco lines of businesses Architecture and technology leadership of the OSS domain Proven 15+ years’ experience of key OSS platforms, technology and architecture across online platforms, CRM, Order Management and Billing platforms. Experience with application support, ITIL and agile devops and development practices Key Responsibilities Setting architectural direction for the OSS domain Planning of systems roadmap for three year rolling period Planning of quarterly work stack to ensure timely resourcing Technical solutioning and guidance to vendors Setting operational SLAs, KPIs for measurement Management of operational risk Work closely with Network Engineering and FLAG/Vanco stakeholders Governance leadership with vendors for OSS Vendor management to ensure operational excellence, SLA adherence and continuous improvement Appropriate levels of management and delegation to ensure deliverables are met. Collaboration with peers to ensure alignment, coordination and cooperation. Internal stakeholder management and engagement with senior management Coordinate across business functions Provide input to budgeting process Opex and Capex control Focus on execution – getting things done, as opposed to attempting to do everything individually Leverage vendor ecosystem bandwidth and capabilities Role Specific Requirements Should be well versed with telco OSS, online platforms and processes Hands-on operations and development experience Experience with having managed up to medium sized development projects Skilful in technologies like Perl, Python, Java, React, Linux, Microsoft Power App/BI/Automate Experience with senior stakeholder management Excellent cross functional teamwork Excellent written, oral and presentation skills able to articulate technical concepts into documentation. Excellent analytical skills, coupled with a strong sense of ownership, urgency and drive. Key Performance Indicators Operational metrics & SLAs for Application Support Meeting IT OSS systems roadmap development targets Budget control Relationship & Key Contacts Work with key business stakeholders – across Sales, Product, Operations, Finance, Procurement, Service Delivery Work with teams within the organization: As described above Interaction and collaboration with third parties – mainly the vendor ecosystem

The role you are applying for is critical to the operations and transformation of FLAG OSS platforms, including in-life support and operations of online and OSS platforms. You will be responsible for the strategic transformation of FLAG's OSS platforms across the FLAG and Vanco lines of businesses, as well as providing architecture and technology leadership in the OSS domain. With over 15 years of proven experience in key OSS platforms, technology, and architecture related to online platforms, CRM, Order Management, and Billing platforms, you will be expected to leverage your expertise in application support, ITIL, and agile DevOps and development practices. Your key responsibilities will include setting the architectural direction for the OSS domain, planning the systems roadmap for a three-year rolling period, and planning quarterly work stacks to ensure timely resourcing. You will also be involved in technical solutioning and guidance to vendors, setting operational SLAs and KPIs for measurement, managing operational risk, and working closely with Network Engineering and FLAG/Vanco stakeholders. In addition, you will be leading governance with vendors for OSS, managing vendors to ensure operational excellence, SLA adherence, and continuous improvement, as well as collaborating with peers to ensure alignment, coordination, and cooperation. Internal stakeholder management and engagement with senior management, coordination across business functions, providing input to the budgeting process, Opex and Capex control, and focusing on execution to get things done will be essential aspects of your role. You should be well-versed in telco OSS, online platforms, and processes, with hands-on operations and development experience. Experience in managing up to medium-sized development projects, proficiency in technologies like Perl, Python, Java, React, Linux, and Microsoft Power App/BI/Automate, as well as experience with senior stakeholder management, cross-functional teamwork, and excellent communication skills are also required. Your performance will be evaluated based on operational metrics & SLAs for Application Support, meeting IT OSS systems roadmap development targets, and budget control. You will work closely with key business stakeholders across Sales, Product, Operations, Finance, Procurement, and Service Delivery, as well as with teams within the organization and collaboration with third parties, mainly the vendor ecosystem.,

The role is critical to the operations and transformation of FLAG OSS platforms. You will be responsible for in-life support and operations of FLAG's online and OSS platforms, as well as the strategic transformation of FLAG's OSS platforms across the FLAG and Vanco lines of businesses. Your key responsibilities will include setting architectural direction for the OSS domain, planning systems roadmap for a three-year rolling period, and planning quarterly work stack to ensure timely resourcing. Additionally, you will provide technical solutioning and guidance to vendors, set operational SLAs and KPIs for measurement, and manage operational risk. You should have a proven 15+ years experience in key OSS platforms, technology, and architecture across online platforms, CRM, Order Management, and Billing platforms. Experience with application support, ITIL, and agile devops and development practices is required. You will work closely with Network Engineering and FLAG/Vanco stakeholders, lead governance with vendors for OSS, and ensure vendor management to achieve operational excellence, SLA adherence, and continuous improvement. Collaboration with peers to ensure alignment, coordination, and cooperation is essential, along with internal stakeholder management and engagement with senior management. Role-specific requirements include being well-versed in telco OSS, online platforms, and processes, having hands-on operations and development experience, and experience with managing up to medium-sized development projects. Proficiency in technologies like Perl, Python, Java, React, Linux, Microsoft Power App/BI/Automate is necessary, as well as experience with senior stakeholder management. Excellent cross-functional teamwork, written, oral, and presentation skills, and the ability to articulate technical concepts into documentation are crucial. Strong analytical skills, coupled with a sense of ownership, urgency, and drive are expected. Key performance indicators will involve operational metrics & SLAs for Application Support, meeting IT OSS systems roadmap development targets, and budget control. You will work with key business stakeholders across Sales, Product, Operations, Finance, Procurement, and Service Delivery, as well as teams within the organization and collaborate with third parties, mainly the vendor ecosystem. Focus on execution, leveraging vendor ecosystem bandwidth and capabilities, and appropriate levels of management and delegation to ensure deliverables are met will be essential for success in this role.,

As a Service Delivery Manager at our company, your role involves managing the end-to-end Service Delivery functions for our global Managed Services customer base. Your primary focus will be on ensuring superior customer experience, proactive delivery, stakeholder alignment, and operational excellence to meet SLA compliance, customer satisfaction, and revenue realization targets. **Key Responsibilities:** - Manage overall Service Delivery performance for global customers, ensuring SLA adherence and service excellence. - Act as the customer advocate, ensuring expectations are clearly understood and met. - Drive key OKRs and KPIs including SLA compliance, CSAT, quality assurance, cost efficiency, and first-time right deliveries. - Lead cross-functional collaboration with various teams to ensure smooth delivery. - Develop and maintain delivery projections, including financial impact and revenue forecasts. - Monitor, analyze, and report on performance trends, risks, and opportunities. - Manage customer escalations effectively and drive continuous improvement initiatives. - Oversee churn management efforts to minimize customer attrition. - Lead transformation and governance programs for process optimization and automation. - Build, mentor, and coach a high-performing service delivery team. - Partner with HR to hire and develop top talent aligned with organizational goals. - Champion company values, employee engagement, and recognition programs. **Qualification & Experience:** - Technical Graduate (B.E./B. Tech). - 15+ years experience in customer service or telecommunications; customer service experiences a must. - Able to work under tight deadlines and produce high-quality work. - Sound level of understanding across a broad range of technical subjects. - Highly self-motivated and able to learn and adapt to new technologies. - Experience in a service provider environment and working with multiple providers and technologies. - Confident English written and verbal communication skills. - Experience in digital transformations including ServiceNow platform. **Technical Skills:** - Proficiency in MS Word and Excel. - ITIL knowledge, Cisco CCNA certification. - Customer centricity and networking or telecoms experience. - Experience with reporting tools and high-quality documentation. - Knowledge of tools like Remedy and ServiceNow. As a Service Delivery Manager, your performance will be measured based on Customer Satisfaction (CSAT), On-Time Service Delivery, Timely Revenue Recognition, Churn Minimization, and Customer Escalations Management.,

Role Summary: This role is responsible for the end-to-end management of Service Delivery functions across the global Managed Services customer base. The incumbent will deliver superior customer experience through proactive delivery, stakeholder alignment, and operational excellence, ensuring SLA compliance, customer satisfaction, and revenue realization. Duties and Responsibilities Manage overall Service Delivery performance across all global customers, ensuring SLA adherence and service excellence. Act as the customer advocate, delivering outcomes “through the customer’s eyes” and ensuring expectations are clearly understood and met. Drive achievement of key OKRs and KPIs – including SLA compliance, CSAT, quality assurance, cost efficiency, and first-time right Deliveries. Lead cross-functional collaboration with Pricing, Design, Finance, Billing, Product, Vendor, Ordering, and Technical teams to ensure smooth delivery. Develop and maintain delivery projections (on-time, delayed, or at risk), including their financial impact and revenue forecasts. Monitor, analyse, and report on performance trends, risks, and opportunities, providing insights to Customer Success leadership and executives. Manage customer escalations effectively and drive continuous improvement and customer satisfaction initiatives. Oversee churn management efforts to minimize customer attrition. Lead transformation and governance programs for process optimization and automation. Build, mentor, and coach a high-performing service delivery team, fostering a culture of accountability, learning, and customer-centricity. Partner with HR to hire and develop top talent aligned with organizational goals. Champion GCX values, employee engagement, and recognition programs. Key Performance Indicators Customer Satisfaction (CSAT). On Time Service Delivery Timely Revenue Recognition Churn Minimization Customer Escalations Management Qualification & Experience Technical Graduate (B.E./B. Tech) 15+ years’ experience in customer service or telecommunications; customer service experiences a must. Able to work to tight deadlines and produce solid work that is both correct and to a high standard Able to demonstrate when required a sound level of understanding across a broad range of technical subjects and be able to apply this knowledge to customer’s specific requirements. Highly self-motivated and work well under pressure Able to learn and adapt to new technologies. Able to work well in a team environment but also on an individual basis to ensure tasks/actions are completed. Experience in working is a service provider environment Experience in working with multiple providers and technologies Confident English written and verbal communication skills and experience discussing solutions with clients. Experience in completing high quality documentation, reporting and Confident presentation skills for internal and client. Proficient in MS office (MS Word and Excel user) Experience in digital transformations including ServiceNow platform Technical Skills MS Word and Excel knowledge ITIL knowledge, ITIL practitionerV3, or foundation V3, Cisco CCNA certification Customer centricity Networking or telecoms experience within a global environment Experience with reporting tools Working experience in a support role (level2/3) in a service provider environment Ability to analyse data and transfer into a reporting package/with executive summary Working experience in an implementation engineering role in a service provider environment Knowledge on Tools like Remedy, ServiceNow