Director - Operation at Ericsson

Req ID: 142730

Overall Purpose

• To secure delivery for the functions of Network Performance Management within the entire delivery machinery (onshore and offshore) as per Managed Services contract

Role Brief

• This role is a senior role and resides in Leadership Team for the Customer IN Managed Services contract.
• Reports in to Managed Services Chief Operating Officer for the group and would be accountable for end to end Operational Performance deliverable & initiatives for Nigeria operations.

Deliverables:

• KPI Fulfillment
• SLA fulfillment
• Customer Satisfaction Indices Management
• Employee Satisfaction indices management
• Customer Group level reporting - Implement Reporting mechanisms on to showcase various dimensions (Network and Operations) of Performance levels of contract
• Agreement and alignment on Performance reporting structure and mechanism with the Customer
• Tracking and analytics
• Competence Development Strategy and Implementation
• Improvement projects - Operations
• Develop mechanisms for Data Analytics to enable decision making

Responsibilities

• Take Operational decisions to improve performance
• Set strategic direction and follow-up with Managed Services Chief Operating Officer teams for rimprovement of reward/penalties
• Create Operational strategy and align with customer
• Responsible for Region Sub Saharan Africa wide delivery of Managed Services KPIs Reporting for Active Managed Services Contract
• Responsible for aligning the offshored Performance Management service elements and secure Work Level Agreements fulfillment towards Global Service Center
• Issue guidelines & support teams in Performance Management area
• Set tools and processes strategy for the Managed Services operations
• Budget owner for Global Service Center process, tools and new tools introduction
• Governance owner for Region Sub Saharan Africa level review towards the Customer & Global Service Center
• Support implementation of the Work Level Agreements and measure the compliance for different organizations
• Drive Competence Development and Certification for the Managed Services teams
• Ensure customer satisfaction on Managed Services activities and on critical measurements
• Support Contract Management for Reconciliation, KPI, re-negotiation and other matters.

Requirements

• Good knowledge of Ericson Charging Systems Operations & Maintenance and Optimization
• Knowledge of Ericsson network solution product portfolio including Network Management Systems -BSS, Business Objects and Eniq
• 15-20 years of Service delivery experience in Telecom, IT industry
• Excellent command of English language, presentation and communication skills
• Able to work and co-ordinate between teams, which are remotely located
• Should be able to travel for meetings and discussions if required
• Extensive Leadership skills cutting across multicultural environment and multiple domains
• Team Player

Interfaces

• Customer CTO (s), Group Managers & Governance Organization
• Managed services - Operations Assurance, Projects
• Managed Services Chief Operating Officers
• Global Service Center -Ops and Managed Services teams
• Customer Unit Head / Key Account Mangers
• Contract Management