Manager of Business Analysis

The Manager of Business Analysis leads, coaches, and develops a team of Business Analysts, ensuring high-quality delivery and adherence to standards. This role involves providing oversight across multiple client engagements, partnering with senior stakeholders to define scope, and acting as a trusted advisor on telco transformation initiatives. The manager maintains a strong understanding of CSG platform capabilities, guides solution design, and balances business needs with technical feasibility and commercial considerations. They also contribute to BA methodologies and foster knowledge sharing within the team.

Must Have

• Lead, coach and develop a team of Business Analysts.
• Set clear expectations for quality, delivery standards and ways of working.
• Provide regular feedback, performance guidance and career development support.
• Act as an escalation point for delivery, stakeholder and performance-related issues.
• Provide oversight and assurance across multiple engagements.
• Partner with senior client stakeholders to shape problem statements, define scope and guide decision-making.
• Act as a trusted advisor to clients, providing consulting leadership, industry insight and best-practice guidance.
• Proactively manage risks, dependencies and resourcing across engagements.
• Maintain strong understanding of CSG platform capabilities and constraints.
• Provide direction and review for high-level solution designs, business processes and integration approaches.
• Balance business needs with technical feasibility, delivery timelines and commercial considerations.
• Ensure consistent application of BA standards, methodologies and artefacts across projects.
• Proven experience leading and managing Business Analysts in complex enterprise or telecommunications environments.
• Strong stakeholder management skills.
• Excellent communication skills.
• Strong judgement in balancing customer expectations, delivery constraints, technical feasibility and commercial outcomes.
• Deep understanding of requirements management, solution design and end-to-end delivery within large-scale transformation programs.

Good to Have

• Support pre-sales and discovery activities.
• Contribute to the evolution of BA methodologies, toolkits, templates and best practices.
• Drive knowledge sharing across the BA community.
• Collaborate closely with Architecture, Product, Engineering and Delivery leadership.
• Stay current with telecommunications industry trends, enterprise architecture patterns and emerging platform capabilities.

Primary Responsibilities

Practice & People Leadership

• Lead, coach and develop a team of Business Analysts across varying levels of experience, fostering a high-performing and engaged BA practice
• Set clear expectations for quality, delivery standards and ways of working, and provide regular feedback, performance guidance and career development support
• Support recruitment, onboarding and capability uplift of Business Analysts, including mentoring, training plans and skills development pathways
• Act as an escalation point for delivery, stakeholder and performance-related issues within the BA team

Delivery & Client Engagement

• Provide oversight and assurance across multiple engagements to ensure requirements, solution design and delivery outcomes meet client and organisational expectations
• Partner with senior client stakeholders to shape problem statements, define scope and guide decision-making in complex or ambiguous contexts
• Act as a trusted advisor to clients, providing consulting leadership, industry insight and best-practice guidance across quote-to-billing and telco transformation initiatives
• Proactively manage risks, dependencies and resourcing across engagements to ensure sustainable delivery and client satisfaction

Solution & Domain Leadership

• Maintain strong understanding of CSG platform capabilities and constraints to guide solution design decisions across engagements
• Provide direction and review for high-level solution designs, business processes and integration approaches across the quote-to-billing lifecycle
• Balance business needs with technical feasibility, delivery timelines and commercial considerations when guiding solution outcomes
• Ensure consistent application of BA standards, methodologies and artefacts across projects

Secondary Responsibilities

• Support pre-sales and discovery activities, including shaping solution approaches, effort estimates and delivery models
• Contribute to the evolution of BA methodologies, toolkits, templates and best practices within Professional Services
• Drive knowledge sharing across the BA community to reduce key-person dependency and uplift collective capability
• Collaborate closely with Architecture, Product, Engineering and Delivery leadership to ensure alignment across solution design and execution
• Stay current with telecommunications industry trends, enterprise architecture patterns and emerging platform capabilities

SKILLS AND EXPERIENCE

• Proven experience leading and managing Business Analysts in complex enterprise or telecommunications environments
• Strong stakeholder management skills, with the ability to influence and challenge senior client stakeholders constructively
• Excellent communication skills, able to synthesise complex information into clear, actionable guidance for both technical and non-technical audiences
• Strong judgement in balancing customer expectations, delivery constraints, technical feasibility and commercial outcomes
• Deep understanding of requirements management, solution design and end-to-end delivery within large-scale transformation programs