Job Description

Experience

10+ years of experience in managing complex Managed Services or SOC/NOC contracts.

Availability

Dedicated 8x5 Onsite (Business Days)

Core Mandate

Own KPIs, guarantee SLA achievement, ensure smooth governance, and drive customer satisfaction through operational excellence.

Key Responsibilities:

Serve as the single point of contact (SPOC) and owner for the entire Managed SOC contract, ensuring seamless operations and customer success. Own and manage all Key Performance Indicators (KPIs) and Service Level Agreements (SLAs), driving the team to meet and exceed targets. Prepare and present regular

monthly and quarterly performance reports

to both Cisco and the client (Du Telecom) management. Lead and facilitate all governance meetings (weekly operational, monthly/quarterly strategic) to review performance, risks, and strategic initiatives. Manage the onsite team structure, resource planning, shift coverage (24/7), and resource rotation. Oversee the Onboarding Process and Transition/Handover from the existing vendor, ensuring minimal disruption to service continuity. Manage operational risk and escalation, ensuring clear communication channels between the NETS team, Cisco, and Du Telecom. Ensure all contractual deliverables (reports, content, reconciliation cycles) are completed on time and to the required quality standard.

Required Skills:

PMP, Prince2, or equivalent certification is highly desirable. Exceptional leadership, negotiation, and cross-cultural communication skills. Proven financial and commercial management experience related to managed services contracts.
Job Type: Full-time