Head of Service Operation at Phillips Consulting

Job Summary:
The candidate must be customer centric with a strong background in solution delivery, support, and operations. He/ She will play a key role in managing the delivery of services on the live customer network, broadcast platform and/or IS/IT infrastructure, manage external (Customer) & Internal Stake holders. As head of Service operation he/ she will be SPOC for internal and external stake holders for all operational issue in a particular hub.
Job Responsibilities.

• Operational Management for the end-to-end operations activities delivery (1st & 2nd line operations, Customer Problem Management, Service & Resource Fulfillment and Field Services, Content Preparation, and Content Delivery and Distribution ) towards the specific customer.
• Delivery performance Management. Based on the contractual SLA, establishes the WLA between the MSIP and the operations delivery units, and manage the operations activities delivery performance.
• Manage customer networks, Broadcast and IS/IT performance reporting to the customer based on the operational reports.
• Coordinate and facilitate the operational interface between operational delivery units and the customer’s retained organization (ex. Customer care center) required to fulfill the SLA, establishing OLA (Operational Level Agreements) whenever necessary.
• Coordinate and facilitate the operational interface between operational delivery units and the customer’s retained organization (ex. Customer care center) required to fulfill the SLA, establishing OLA (Operational Level Agreements) whenever necessary.
• Responsible for driving continuous service improvement in contractual SKPI for the Service Operations Center & PKPI for the Experience Management Center
• Ensure all the necessary changes are implemented to support the evolution of the Use Cases within the SOC or EMC with the Service Delivery Units, MSIP & Operator
• Perform hierarchical escalation in case of critical (or optionally major) incidents and act as the main interface to the customer.
• Initiate and coordinate the management bridge during critical (or optionally major) incidents, reporting the resolution status to the customer management organization.
• Responsible for coordinating the Incident Management status customer reporting meetings as part of the MS Governance Model.
• Secure Problem Management activities are efficiently performed and are supported by the other delivery organizations and MSIP functions.
• Trigger SW update / upgrade based on Life cycle management.
• Coordinate the Problem Management status customer reporting meetings as part of the MS Governance Model;
• Act vigilantly to customer request as per agreed SLA / WLA.
• Seek customer approval for problem solutions that depends on customer acceptance or action, and negotiate penalties exception in case of customer nonacceptance
• Secure that the preventive maintenance plan covers customer requirements and grant customer approval when necessary.
• Perform ECW Integration and configuration changes activities within approved change window.
• Ensure that impacts due to forecasted periodic maintenance are reported and agreed with the customer.
• Continuously drive for efficiency, improvements automation and excellence in service delivery.
• Approve and support improvement plans that requires multi delivery units initiatives, Internal & external Audit handling.
• Prepare for present Ericsson in governance Meeting.

Key Qualifications and requirements::

• Overall Experience in telecom or Fintech Industry. 7+ Years.
• Overall experience in operational experience. 5+ Years.
• Experience in e-wallet product 3+ Years.
• Experience in Managed Services in Operational assurance or SME areas. 3+ Years
• Understanding of adjacent BSS domains products as Charging System.
• ITIL Certification is plus.
• Strong leadership skills with focus on team performance
• Excellent understanding of network entities like F5, VMware & PKS.
• Knowledge in DB is plus.
• Result oriented with customer first attitude
• Can handle stressful and ambiguous situations
• Excellent communication skills in written and spoken English
• Self-motivated with strong drive and initiative, collaborative, relating and networking
• Outgoing personality that finds it easy to cooperate and establish relationships across organizational boundaries and in a global environment
• University degree in Technology, preferably MSC
• Knowledge of telecom & fintech industry.
• Good knowledge on container, docker, kubernetes.
• Embrace working in a rapidly developing area, understand that innovating, adapting and responding to change is key to becoming successful.
• Fluent in spoken and written English and French