Manager, Service Management

       

Coordinate in-life service oversight by monitoring contractual measures (for example, service level agreements, key performance indicators, milestones, and penalty risks), facilitating governance routines (for example, monthly and quarterly reviews), and driving timely escalation and follow-through to protect service outcomes. - 18%

Solve complex service delivery issues by evaluating multiple variable factors, selecting appropriate approaches, and adapting techniques where precedent is limited to restore stability and reduce recurrence.  - 14%

Serve as the senior operational escalation point by diagnosing complex service and billing integrity issues, completing root-cause analysis, and coordinating resolution across technical and business groups to restore service and prevent rework. – 12%

Design and implement workflow automation by mapping end-to-end processes, building orchestration or low-code solutions, and adding exception handling and monitoring to eliminate recurring manual steps and reduce defects.  – 12%

Standardize critical recurring processes by documenting runbooks, defining control points, and creating reusable patterns for recurring extracts, reconciliations, and reporting to strengthen continuity and reduce operational risk. – 10%

Prepare governance inputs by producing operational performance summaries, highlighting risks and tradeoff options, and drafting recommended actions to support customer and internal governance routines. – 8%

Provide financial and operational cadence inputs by reconciling time reporting and non-labor charges, supporting forecasting and variance analysis, and coordinating invoicing inputs to improve cost-to-serve visibility and on-time customer billing. – 8%

Provide estimating and statement-of-work inputs by translating operational complexity, constraints, and automation opportunities into effort assumptions, cycle impacts, and risk notes to improve schedule realism and delivery planning; support transition from delivery to operations by validating documentation and readiness checklists. – 7%

Drive continuous improvement planning by maintaining and prioritizing an improvement backlog using hours saved, risk reduction, and customer impact to expand capacity and absorb incremental scope without additional headcount. – 6%

Build capability and resilience by coaching analysts, structuring onboarding and knowledge transfer, and creating training materials to reduce single points of failure and improve speed-to-productivity. – 5%

Typical Interactions/Relationships

(This job typically interacts with the following individuals and groups.)

External – Customer operational stakeholders, service delivery leaders, and governance participants for assigned managed services engagements.

Internal – Managed Services delivery teams; Service Management leadership; technical delivery and engineering partners; billing and finance operations partners (as applicable); security, risk, and compliance partners; project and program teams supporting change and release activities.

Work Environment

- Standard office environment

Education

Bachelor’s degree in Computer Science, Information Systems, Engineering, or related field, or equivalent practical experience.

Experience

8+ years of related experience in managed services operations, service delivery, billing operations, or customer-facing technical operations.

Experience resolving complex operational issues by selecting and adapting methods when multiple variable factors are present.

Experience improving service performance through process standardization, automation, and governance reporting.

Experience supporting operational financial cadence activities such as forecasting inputs, variance review, and invoicing coordination.

Knowledge, Skills and Abilities

- Skilled in coordinating service delivery outcomes through influence, governance routines, and cross-functional alignment.

- Skilled in operational problem solving, incident triage, root-cause analysis, and prevention planning.

- Skilled in process design, documentation, and control points that improve repeatability and reduce operational risk.

- Skilled in automation and workflow improvement approaches that remove recurring manual effort and reduce defects.

- Skilled in interpreting contractual measures and operational performance trends to surface risks and propose practical actions.

- Ability to translate operational and financial cadence information into clear options and recommendations for service leadership.

- Ability to document and standardize operating practices through runbooks, checklists, and reusable patterns.

- Ability to coach and transfer knowledge through structured onboarding and training materials.

- Ability to communicate effectively with technical and non-technical audiences, adjusting message and detail to fit the situation.

Location(s):

Philippines Remote

Accommodation:

If you would like to be considered for employment opportunities with CSG and need special assistance due to a disability or accommodation for a disability throughout any aspect of the application process, please call us at +1 (402) 431-7440 or email us at accommodations@csgi.com. CSG provides accommodations for persons with disabilities in employment, including during the hiring process and any interview and/or testing processes.

Our Guiding Principles:

Impact: Always help and empower others, whether they’re colleagues or customers. When our employees set their minds to something, great things happen.

Integrity: Do what’s right for our customers and our people while being authentic. We treat everyone with trust and respect—that’s just who we are.

Inspiration: Be bold in the way you think and passionate about the work you do. Test out innovative ideas without the fear of failure.

Our Story:

CSG empowers companies to build unforgettable experiences, making it easier for people and businesses to connect with, use and pay for the services they value most. For over 40 years, CSG's technologies and people have helped some of the world's most recognizable brands solve their toughest business challenges and evolve to meet the demands of today's digital economy.

By channeling the power of all, we make ordinary customer and employee experiences extraordinary. Our people [CSGers] are fearlessly committed and connected, high on integrity and low on ego, making us the easiest company to do business with and the best place to work. We power a culture of integrity, innovation, and impact across our locations, representing the most authentic version of ourselves to build a better future together. That's just who we are. Learn more about CSG Inclusion & Impact here.