Sr Manager - Core Connectivity Services

Sr Manager - Core Connectivity Services

About Company

Tata Communications Redefines Connectivity with Innovation and IntelligenceDriving the next level of intelligence powered by Cloud, Mobility, Internet of Things, Collaboration, Security, Media services and Network services, we at Tata Communications are envisaging a New World of Communications

Job Description

Job Description

�TThe role holder is responsible for the Service/Process design of the business processes that exploit TCL/s Managed Wi-Fi & LAN product. These reusable IT system services and capabilities enable the CFTs to automate the sales cycle, provision, test & diagnostics, trouble ticketing, billing / mediation and network performance reporting of their LAN & Wi-Fi services. The role is responsible for product management, value proposition, market strategy, product positioning, development, scaling up of product and developing new /enhanced services or features in the respective areas of Managed Wi-Fi & LAN domains. The objective is to ensure an increase in product and service profitability, revenue, and market competitiveness of the product. This is a tactical role which contributes in defining the direction of the operating plans based on the business strategy, with a significant mid-term impact on business unit overall results.

Responsibilities

Map existing service ecosystems and service delivery processes

Identify frameworks best suited to project needs and emerging insights along the service delivery, for front and back-office processes (e.g., customer journeys, service blueprints, ecosystem maps) that include metrics to help monitor service performance through time

Orchestrate and lead co-creation workshops with product team, partners, and CFTs to drive the analysis of current services and the design of improved/new services

Frame and consolidate service value propositions for service users and service providers

Orchestrate service test sessions using prototyping tools and techniques (digital/physical mock-ups of touchpoints, service scripts, pilot protocols etc.) with users and providers to validate service components and define detailed service requirements

Develops, delivers and advises on processes and activities for the delivery of business change/transformation programs, driving efficiencies and reducing waste across the business;

Drives the delivery of activities for process redesign/automation, operating model redesign and implementation, strategy deployment, methodology creation and roll out or other such initiatives;

Embeds tools and techniques for continuous improvement across the wider community as and when required;

Delivers best business practices within the organization and builds own awareness of discipline, industry and market trends externally;

Builds solid relations and works closely with internal stakeholders (including Business Managers) to proactively identify opportunities for improvement, providing insight, recommendations and closed loop feedback reporting;

Uses best practice knowledge to support promoting culture change and influence internal partners by training, coaching and sharing best practices in structured problem solving, process improvement, process management and operational routines;

Advocates the Business/Process Improvement model, acting as the gatekeeper for processes, communications, enablers and methodologies, which interact across functions ensuring any changes are subject to impact assessments and approvals;

Conduct detailed diagnostic of current business processes/operations to identify inefficiencies, areas for improvement and opportunities

Recommend Transformation and Automation solutions with substantiated with thorough data analysis

Collaborate with stakeholders to draft a detailed Transformation strategy and roadmap aligned with the product’s Organizational goals

Lead change management efforts to ensure a smooth transition to new processes and technologies

Engage with key stakeholders to address concerns, provide guidance, and foster a positive attitude towards change and Foster collaboration and effective communication, working closely with cross functional teams

Set technical direction for the L2C Provision,T2R and Numbering Domain, responsible for the solution designs, key design decisions and supporting the deployed solution.

Work with the primary stakeholders to design and deliver a roadmap of IT system services that enable the launch of new propositions that exploit the network.

Translate business and derived requirements (both functional and non-functional) into a coherent design that integrates all aspects of the solution (network, system, process and people) and ensure it works end-to-end.

Ensure that the Domain solution designs are high quality, cost-effective and delivered on time.

Follow an agile methodology, providing iterative software design and delivery using user stories across a number of releases.

Responsible for design decisions covering how multiple components will work together to provide a solution that fulfils the needs of the customer.

Contributes to ensuring end to end Customer Service assurance with focus on high availability, minimum restoration times and customer management;

Supports the process of ensuring customer SLA delivery, service availability, quality and continuity assurance;

Assists with consolidation of Service Assurance function for IT and Networks, (incidents, problem and change management)

 

Define product requirements & lead/own product development from concept to launch (with accountability for product delivery). Ownership of building product roadmaps and offerings and ensuring governance to drive implementation.
�Facilitate and support smooth and fast customer order journey. Support and propose improvements in systems, process to improve CSAT. Closely work IT teams to build a digital journey platform and experience for customers.
�Develop and implement product plans that include value proposition, pricing, positioning, channels, promotions, and packaging, collateral support, and sales support/infrastructure plan to drive the successful acquisition and retention of customers. Define a 'go to market model' within the existing sales/channel strategy.
�Specify, monitor & manage product financial, technical, service & operational performance levels. Tracking the product(s) P&L, revenue, new business, and profitability including competitive pricing of the product(s) in the marketplace to achieve desired sales volumes/optimized profit.
�Provide timely and accurate forecasts for and reporting on product or solution revenues and costs.
�Define the product�s value proposition for Sales. Engage in product education/Trainings, through available channel. Provide Sales and commercials teams with appropriate pricing guidelines and support special pricing and special solutioning on need basis.
�The role may be an individual contributor or may lead a small team.

Minimum qualification & experience

 

Bachelor’s Degree in engineering or Master's in business or equivalent qualification

 

Lean Six Sigma Certification (Preferred), Business Analyst Certification (Preferred), eTOM, Agile Certification.

Business Analysis, Requirements Gathering, Analytics and Solutions Design, Stakeholder Management, Project Management, Story Telling or Critical Thinking and Problem-Solving, Transformation Mindset, Design Thinking

Product management/sales related experience

Good understanding of Enterprise processes and evolving technologies to meet the customer requirements

Understanding Digital Business demand of Agile Network, innovations driven by customer immediate and future needs, delivering more services at increased pace

Good understanding of Cloud based Enterprise Ecosystem and its integration with telecom services,

Knowledge of Wireless and LAN technologies, cloud-based platforms and network orchestration technologies

Knowledge of Technology OEM Vendors, S.I. Partners ecosystem & marketplace for Managed Wi-Fi and SD LAN offering.

Knowledge of Application eco-system for end business applications running on Wi-Fi & LAN infrastructure and associated application stack integration.

Understanding of overall Telco product offerings and Network and capability.

Understanding of OSS/BSS COTS tools. 

Desired Skill sets

Extensive professional systems solution design experience, with knowledge of software engineering.

A proven track record in designing and supporting the delivery of large-scale, complex, integrated process designs with multiple major Telco

Over 12 years of experience of designing end-to-end automated solutions in the context of telco business processes e.g. service provision and service assurance.

Experience of designing solutions that integrate with WAN and LAN/Wi-Fi services.

�Technical and commercial orientation
�Good knowledge of local market
�Solution orientation, ability to perceive end to end solution.
�Data analysis (based on consultant reports) and representation.
�Strong business acumen and industry knowledge
�Experience in delivering finely tuned product marketing strategies.
�Exceptional writing and editing skills, combined with strong presentation skills.
�Product Architecting, Engineering and Product Management

 

Skills

wifi, lan, wan, solution design, product management, etom, telecom, value proposition