TSA Manager

Full Job Description

The TSA Manager will serve as the primary liaison between TalkTalk Business and the Platform X. 

They will be accountable for delivering the agreed contract, in-life running of the service (as per the TSA) and effective management of the service during the transition / migration activities.

You will be accountable for meeting deadlines and TalkTalk Business project budget and will work with teams to develop materials, coordinate events and provide support and direction. 

You will liaise and collaborate with staff and projects to ensure success in delivery of the TSA services alongside separation of TalkTalk Business. 

You will establish and maintain relationships and serve as the point of contact and liaison between TalkTalk Business and Platform X.

The role expectations are defined by the following: 

Service Definition 

• You will be accountable for delivering and documenting TSA Service Requirements including Service Levels, Service Reporting, the Governance and Engagement Model. 

• You will be responsible for working closely with the project team and raising risks. 

• You will work with the Transformation Director to manage risks to mitigation, resolution or acceptance. 

• You will engage with senior management and gather senior leadership sign off for TSA service model and billing.

• You will work with senior management to agree the budgets and financial governance required to run the account. 

• You will work with Platform X TSA team to ensure the TSA reflects service to be provided. 

• You will work with Senior management ensure that outstanding TalkTalk risks are mitigated by contractual cover. 

• You will provide a holistic view to ensure all service elements are catered for.

In-Life Account Management 

• You will provide a single point of contact for internal and external account management. 

• You will work proactively with the named buyer contact to establish strong working relationships and a mutual trust. 

• You will be accountable for the management and resolution of escalations from both external and internal stakeholders. You will be accountable to senior management for management of the budget and adherence thereof. 

• You will coordinate change requests to ensure timely quotes are created for the Platform X which meet both the needs of the Platform X and the requirements of TalkTalk Business. 

• You will be accountable for the effective governance and engagement model, including: Monthly Account reviews with Platform X, Internal stakeholder and alignment to key decisions, Manage risks and Reporting deviations to P&L. 

• You will lead cross functional teams to ensure the performance levels adhere to the contractual obligations. 

• You will be accountable for delivering monthly reporting on key performance measures to both the buyer and TalkTalk Business, ensuring Service Improvement activity and responsible for effective management of key initiatives to run the service within the commercial parameters.

TSA Service Exit / Transition Migration 

• You will continually proactively review and update reporting, governance and engagement models to reflect the current and future migration of TSA services. Working closely with the Migration teams, you will align and where necessary provide guidance and support to assure the orderly migration and/or cessation of services in order to limit service impact. 

You will proactively provide recommendations to the TalkTalk Business leadership team in preparation for each migration / transition milestones Go / No Go decision.

Skills and Experience

• Project Management: Strong project management skills are essential to plan, execute, and monitor the transition process. You should be adept at creating timelines, defining tasks, and managing resources.

• Negotiation and Communication: Effective communication and negotiation skills are crucial for coordinating with various stakeholders, including business leaders, and external parties involved in the TSA.

• Relationship building and stakeholder management: Building positive relationships with internal and external stakeholders across multiple functions.

• Risk Management: ability to identify, assess, and mitigate risks associated with the transition and delivery of the TSA.

• Financial Acumen: understanding and managing the financial components of the TSA.

• Problem-Solving: ability to identify and address challenges that arise during the transition.

• Contract Management: Experience in managing contracts, including enforcement.

• Prior experience in managing TSAs or similar transitions is highly desirable.

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