Job Title: Service Design
Experience:
10-15 Years
Notice
Period: Immediate to 15 days
Location: Pune
JD:
Key
accountabilities and decision ownership:
· Take full, overall accountability
for the definition of the end to end service design of the product, service or
proposition, obtaining input and approval from the relevant stakeholders
· Operate within the Product
Development processes, driving the adoption of automation and digitisation with
the team and across the wider business
· Manage the end - end design adoption
& delivery of services and solutions into markets (Local OpCos and Partner
Markets). Ensure products and solutions are fit for purpose and ready for
service (supportable)
· Management of service/solution transition
to in-life operational teams and market rollout, and continuous service
improvements activities can take place.
· Identify any process or service gap
at the time of handover from CSD team and be the design authority to give a ‘Go
ahead’ to the project after handover
· Consolidate and Manage cost-to-serve
metrics and operational KPI’s on the markets (already operational or) being
deployed.
· Track and manage service delivery
activities (risks, issues, actions).
Self- sufficient to resolve most of localisation issues when rolling out
first customer on boarding in markets.
Core
competencies, knowledge and experience:
· Strong service /process design
background in a service provider environment.
· Proven experience on transition of
telecom services to in-life support for larger enterprise
customers/products/services. IT and
Customer Operations experience would be an advantage.
· Ability to identify areas of
inefficiencies in current working models and define & articulate
improvements
· Financial knowledge: budget, business
case, cost-to-serve.
· Ability to communicate complex
messages in a simple way in a multicultural environment both management and
working level.
· Must have technical / professional
qualifications:
· University degree, with preference
on technology (engineering, telecommunications, computer science).
· 5+ years of experience on managing
major customer services or operational services organisation within Telecoms
· Working knowledge and understanding
of the telecommunications industry with strong focus on business services
design and applications delivery
Will
ideally include have:
· Agile certification
· Six sigma
· ITIL Foundation
· ARIS Designer Process Experience
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