Head of Service Reliability at Ericsson

About this opportunity

• We are looking for a key member to join our Managed Services team! As a member of our MS Operations team, you will be responsible for the Operational and Delivery performance of the operations within a managed services deal. In this position, you will play a valuable role to handle the applicable Working Level Agreements (WLA) and Operating Level Agreements (OLA) with delivery organizations, managing the delivery of operations, ensuring that operations delivery is fulfilling the contracted Service Level Agreement (SLA) and serving as the primary escalation point for critical Incidents, Operations escalations, and Performance Reporting towards the customer.

What you will do

• The Service Reliability function collaborates and provides supervision to the Automated Ops team for event, incident, problem, preventative, predictive & change management
• In this delivery there is also close Collaboration and supervision of the Technical Authority team
• Manage end-to-end delivery of operations for a specific customer, including delivery performance based on SLA, providing performance reporting on customer networks
• Coordinate any operational interface between delivery units and customer’s retained organization
• Act as main customer interface in managing major incidents, providing resolution reporting to customer and escalating the incident as necessary
• Ensure problem management activities are performed and supported by all delivery organizations
• Coordinate customer reporting meetings for problem management status
• Gain customer approval for solutions and/or negotiate penalties in case of customer non-acceptance
• Plan for preventative maintenance that covers customer requirements, report on any impacts and grant customer approval as necessary
• Continuously drive for efficiency, improvements and excellence in service deliver

You will bring

• Education: Bachelor’s degree in Engineering/IT/Telecom
• Min years of experience: 8 Years relevant experience
• Domain experience: Packet Core (GGSN/EPG/MPG, SGSN/MME, DNS, SAPC)
• Possess good knowledge of MSTOP processes & MSDP tools, Operation Services and Shared Solutions Services
• Strong Customer Management & engagement skills
• Reporting & Governance skills
• Solid presentation and communication skills and the ability to share your knowledge
• Good financial understanding and cost awareness
• Operations delivery management
• Incident and problem management
• Preventative maintenance
• Service delivery efficiency
• Demonstrated ability in delivering results and meeting customer expectations