Director Service Management

As the Director of Service Management within CSG Managed Services, you will serve as the client interface, working in close partnership with Sales, Account Management, Professional Services, R&D, and other cross-functional teams. Your mandate will be to lead multi-domain service delivery, champion operational excellence, and ensure commercial success by driving customer satisfaction, service innovation, and long-term strategic growth.

This is a client-facing leadership role, where you will be accountable for the overall success of service delivery and the long-term evolution of services aligned to both CSG strategy and your customer’s objectives.

Key Responsibilities

Service Leadership

• Act as the senior operational lead for assigned client(s), managing service delivery, stakeholder engagement, and customer success across South East Asia ( India, Singapore, Philippines and Malaysia)
• Lead the implementation and execution of service delivery strategies, ensuring continuous service improvement and innovation.
• Champion the delivery of best-in-class customer operations, aligning with complex full SDLC projects and managed services.
• Ensure SLA attainment, service governance, and adherence to ITIL and CSG global standards.

Commercial & Strategic Ownership

• Own service revenue, margin goals, and overall cost of service for your client engagements.
• Identify and drive organic growth opportunities, generating incremental revenue through value-added services.
• Contribute to budget development, financial management, and service profitability.

People & Team Development

• Lead and mentor a high-performing team, fostering a culture of excellence, accountability, and continuous improvement.
• Provide performance feedback, support career growth, and reward contributions that enhance client experience and business outcomes.

Operational Excellence

• Oversee client-specific service, including planning, execution, monitoring, and stakeholder reporting.
• Drive process and operational efficiencies, particularly those that reduce cost, enhance service quality, or support business expansion.
• Serve as the escalation point for critical service issues, coordinating resolution across internal teams.

Cross-functional Collaboration

• Build strategic relationships across CSG departments to ensure issue resolution, solution alignment, and customer satisfaction.
• Maintain visibility across all service functions to proactively manage risks, dependencies, and deliverables.
• Act as a champion for CSG values, representing the organization with integrity and professionalism.

Key Outputs & Accountabilities

• Delivery of key technology services within budget, timeline, and scope.
• High levels of client satisfaction and retention through proactive engagement and successful service outcomes.
• Scalable operational processes that support growth, transformation, and customer experience improvements.
• Joint development of client roadmaps that align with CSG’s product and delivery strategy.

Qualifications & Experience

• 15+ years of progressive experience in service management, operations, or program leadership within telecom, technology, or consulting.
• Strong background in OSS/BSS operations, ideally with a Tier 1 telecom provider or managed services environment.
• 12+ years of people management experience in global or matrixed teams.
• Direct exposure to systems integration and vendor coordination in multi-vendor environments.
• Expertise in client engagement, executive stakeholder management, and resolving divergent priorities.

Location(s):