Head of Operations at Ericsson

Purpose of the role
The purpose of the Operations Head of Managed Services is to deliver the same responsibilities as MSCOO but at MS Operations Level

The Head of Operations will be responsible for:

•     Full responsibility for Managed Services Organization in the unit within the CU
•     Meeting the contracted KPI’s in the designated geographical circle/area
•     CU level organisation consisting of Field Operations a, LNOC and GSC governance
•     Customer Satisfaction in the designated geographical circle/area
•     1st Level of escalation for customer complaints and major network incidents
•     Regular customer meetings and regional performance review
•     Capacity management for the designated geographical circle/areas, including receipt/sign-off of the capacity forecast, preparation of network change plans, project plans, rollout and material forecasts etc.
•     Analyze structural problems in the networks, set improvement plans and follow up
•     Management of budget, corrective actions and follow ups
•     Implementation of the Network Change Plans
•     Own ,conduct and follow up 3PP governance and management

EDUCATION

•     Bachelor of engineering / Masters degree

COMPETENCIES

Professional/Technical Competence

•     Demonstrated Ability to Deliver P&L Results Successfully in a Major Services Division
•     Ability to Drive Business Development – Up-scoping, Upselling, Contract / Business Retention
•     Contract Execution
•     Senior Leadership Capability (qualified leadership experience of leading bigger organizations)
•     Multi-Cultural Awareness
•     International Mobility willingness to relocate globally

SKILLS AND EXPERIENCE
    At least 10-12 years of experience in handling customer Network in bigger projects or similar operations, with a Combination of:

•         Technical & Operational Management
•         Financial & Business Management
•         Customer Relationship & Business Development
•         Leadership & Change Management