MS Chief Operating Officer at Ericsson

To secure the operational and financial performance of the in country MS contract, part of the global customer MS deal.To secure the alignment of the internal MS delivery organization to match the customer's business requirements (as reflected on the SLA)  

• To interact with the Head of Assurance responsible for running the RNOC to ensure our contractual commitments can be met
• The Operations Manager is accountable for the end to end managed services and contract fulfillment and profitability for a specific customer in a specific country.
• The Operations Manager is also responsible for:
• To manage the contracts execution (cost, time and quality) ensuring the fulfillment of all contractual obligations by Ericsson, the Customer and 3PP;
• To manage the operational relationship with the customer, securing to achieve a high level of satisfaction from the customer regarding the overall delivery performance
• To secure that hierarchical escalation on critical incidents (or other emergencies as specified on SLA) are followed and that the customer is always involved and updated according to contractual requirements
• To secure that all internal agreements (WLA) between the MSIP and other delivery organizations are signed and reflect the contractual requirements;
• (During Transition and Transformation) To act as the head of the customer in-sourced organization, securing at least the maintenance of operational performance and the fulfillment of specific contractual, strategic and business case requirements during these phases.
• Secure that service delivery units inputs and requirements on resource or service acceptance (according to Deployment & Integration processes) are being considered and fulfilled.
• Secure correct handling of Incident Management, Problem Management & Change Management
• Secure that the CS & SPMS contract are executed as per contractual agreement

EDUCATION

Degree within Electrical Engineering / Telecommunication Engineering / Computer Science / Computer Engineering or alternate

COMPETENCIES

Professional/Technical Competence

• Highly developed management, leadership skills and experience;
• Customer orientation with excellent understanding of service providers / operators business requirements - be able to create true client value.

SKILLS AND EXPERIENCE

• A minimum of five years of experience as a manager in an operations/services/technology environment, with previous experience in managing a network operations organization.
• Fluent in written and spoken English & French. Additional language skills a plus.
• Highly developed skills in interpersonal communication
• Highly developed skills in driving change