Senior Product Manager
Millennium 1 Solutions
Ottawa, Ontario
5d ago

Position Overview :

The NTT BPO Managed CX team is part of the NTT Ltd Americas team that drives the creation, validation and enablement of Contact Centre Service offerings across the Americas.

  • As the Senior Product Manager, you will be focused on building out a go to market strategy centered around NTT BPO’s Platform as a Service business including Genesys CCaaS;
  • Contact Center Reporting; Work Force Management; IT Service Desk; Real Time Agent Assist; Workflow Management; and Speech Analytics.

    Responsibilities :

  • Drive the standardization of the offering ensuring defendable and viable commercials and architectures, are produced.
  • Work with the GTM practices to develop competitive service value propositions
  • Drive the management and development of a portfolio of Network Services capabilities according to the Safe / Agile methodology
  • Work with countries, region and group team to identify, specify and prioritize new capabilities and services propositions
  • Work with the Services Architects to build Reference Architectures bringing client into repeatable delivery and commercial models.
  • Where necessary specify the need for new capability development at regional or group level and validate with client pilots that the capabilities and costs enabled by the delivery team comply with the service specifications and client needs.
  • Where none-of NTT capabilities can meet the client demand, work with the GTM practice to identify suitable partners or create business cases for organic creation.
  • Support the regional and country pursuit teams in the adoption of the developed propositions working on key client propositions.
  • Build on client engagement in order to prove and maintain the alignment of the value proposition to client requirements across NTT.
  • As the Product Manager, you will be responsible for the following deliverables :

  • Portfolio of capabilities supporting NTT Ltd Networks Go To Market strategy. That will include existing and new capabilities supporting our strategy.
  • Developing the story / GTM value proposition and the underlying service capability description
  • High level service architecture and commercial models
  • Gap analysis highlighting the gaps to be fulfilled in current organization to sell and deliver the desired service outcome.
  • NTT and Partner engagement models including understanding of available capabilities and specification of the new targeted capabilities.
  • Business case for the development of new services and capabilities developed
  • Test and Release plan for the new capabilities and services being developed as part of the portfolio.
  • Management of capability status within the Americas services portfolio.
  • Pilot client management for validation of the services propositions and associated cost.
  • Supporting the GTM team with associated continual improvement plan including : Delivery satisfaction as reported by our country GTM leadership.
  • Financial / Performance management e.g. ACV, Revenue, GP associated with the introduced Services propositions. Services Architecture continual improvement plan.

    Delivery continual improvement plan built with Service Operations. Communication plan targeting the NTT Ltd Americas services organization for promotion of the services proposition.

    Skill Requirements :

  • Global mindset - Cross-cultural Curiosity; Comfortable in multi-cultural teams;
  • Communication Skills - Writing; Listening; Presentation; interpersonal skills; Persuasion; Ability to successfully negotiate & influence to achieve objectives.
  • Tenacity & self-motivation - Stands-up for principles; Is resilient; Self-motivated, ability to work un-supervised as well as being able to work as part of a team in a global and sometimes pressured environment;
  • Proactive, flexible attitude to work with a willingness to constantly review and improve skills.

  • High emotional intelligence - Regulates own emotions; Active Listening; Inspires trust; Having integrity; using feedback; Team Player.
  • Excellent networking, stakeholder management and relationship building skills with the ability to collaborate at all levels within the organization.
  • A people driver capable of gaining buy-in, achieving results and managing conflicting interests across multiple areas of the business.
  • Ability to successfully negotiate and influence to achieve objectives and comfortable in a facilitation role.
  • Comfortable working in a collaborative environment (teamwork) with the ability to drive results through influence in a highly matrix-ed organization.
  • Operational Understanding - Understanding of & experience with ITIL; Understanding of systems generally used in a services organization.
  • Some travel required.
  • Experience, Education, and Training Requirements :

  • Proven track record in Services architecture, pre-sales or client service management.
  • Lifecycle product management experience preferred.
  • Strong business acumen : the role entails creating competitive value propositions and driving appropriate investment at NTT.
  • Delivery experience or ability to challenge a delivery organization in its capacity to execute.
  • Extensive experience of the end-to-end Service lifecycle, including Service sales engagement, consulting, service architecture, service transition & contracting, service operations and continual service improvement.
  • NTT is proud to be an equal opportunity employer with a global culture that embraces diversity. We are committed to providing an environment free of unfair discrimination and harassment.

    We do not discriminate based on age, race, color, sex, religion, national origin, disability, pregnancy, marital status, sexual orientation, gender, veteran status, or other protected category.

    INDC

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