Ericsson is a world-leading provider of telecommunications equipment & services to mobile & fixed network operators. Over 1,000 networks in more than 180 countries use Ericsson equipment, & more than 40 percent of the world's mobile traffic passes through Ericsson networks. Using innovation to empower people, business & society, we are working towards the Networked Society, in which everything that can benefit from a connection will have one. At Ericsson, we apply our innovation to market-based solutions that empower people & society to help shape a more sustainable world.
We are truly a global company, working across borders in 175 countries, offering a diverse, performance-driven culture & an innovative & engaging environment where employees enhance their potential every day. Our employees live our vision, core values & guiding principles. They share a passion to win & a high responsiveness to customer needs that in turn makes us a desirable partner to our clients. To ensure professional growth, Ericsson offers a stimulating work experience, continuous learning & growth opportunities that allow you to acquire the knowledge & skills necessary to reach your career goals.
The MS COO is accountable for the end to end managed services contract fulfilment and profitability for a specific customer. In the cases where the MS contract scope corresponds to managed operations, the MS COO is also accountable for the delivery of all service contracts towards the same customer.
To secure the operational and financial performance of the 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).
The MSCOO will be responsible for:
•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 fulfilment 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 fulfilment 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 fulfilment 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
•Academic Degree in Telecom or Business Management.
•Demonstrated Ability to Deliver P&L Results Successfully in a Major Services Division
•Ability to Drive Business Development – Up-scoping, Upselling, Contract / Business Retention
•Senior Leadership Capability (qualified leadership experience of leading bigger organizations)
•International Mobility willingness to relocate globally
SKILLS AND EXPERIENCE
•Minimum 10-15 Years of Experience on Network Operations, planning or Engineering, with a Combination of: ◦Technical & Operational Management
◦Financial & Business Management
◦Customer Relationship & Business Development
◦Leadership & Change Management
•At least 3 years’ experience from Customer Services within the Telecom Industry
•Has work experience as a CTO from an operator.
We have positions available in the following Countries: Ghana, Nigeria, Ivory Coast, Senegal, DRC, Uganda, Tanzania, Kenya, Niger, Rwanda & Sierra Leon
Primary country and city: Ghana (GH) || Accra || Accra || ServEng
Req ID: 59552
With operations in 43 countries in Sub-Saharan Africa, Ericsson is the largest global telecommunications vendor that is innovating, developing and improving the lives of people, business and society. We supply and service all major African operators, with market leadership in Mobile Broadband, Communication Services, Fixed Broadband Convergence, Operations and Business Support Systems. We also boast the largest MS community in the world and are the technology leaders in both Television and Media Management and the Service Enabling Area.
We are currently looking for several Site Supervisors. This role is a contract for 6 to 12 months (with possible extension), based in Lagos.
Responsibilities & Tasks
Minimum Qualifications & Experience Requirements:
Applicable process connected to Job Role
Req ID: 61262
We are currently looking for an experienced Head of Processes and Tools covering the Managed Service Domain, in region RSSA.
Processes and Tools, is an enabler for the region to drive efficiency and improvements in the managed service operations according to managed services tactical plan (TRCP) and will on a high level cover below responsibilities:
The Head of Processes and Tools will work together with all stakeholders, including but not limited to Regional Operations Management, GSC Management and BU organization across Ericsson.
Qualification and Experience
Business and Professional Competence
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