Head of Services Operation

2 weeks ago

Riyadh, Ar Riyāḑ, Saudi Arabia Ericsson Full time

About this opportunity


We are now looking for a key member to join our Managed Services team As a member of our MS Customer Leadership Team responsible for Service outcomes & ownership you will report to MSCOO and be accountable for the financial, operational and delivery performance of the operations assurance and broadcast operations assignments within a managed services deal.

In this role, 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 issue point for critical incident, Broadcast Delivery Operations issues, and performance reporting towards the customer.


What you will do

  • Manage endtoend delivery of operations for specific customers, including delivery performance based on SLA, providing performance reporting on customer networks and IS/IT.
  • Coordinate any operational interface between delivery units and customers retained organization.
  • Act as Pre-Sales Customer Fulfillment Responsible (CFR) for MS contracts.
  • Be responsible for defining the Network contract execution strategy and associated risk exposure for a specific opportunity.
  • Take the lead for the Program accomplishment strategy and possible risk exposure including Environmental and Occupational Health and Safety (E+OHS) and Security issues associated with the engagement.
  • Manage customer relationships as the main interface and critical issues' point of contact for all service delivery activities towards the customer internally and externally.
  • Drive business practices ensuring compliance to; group, legal and financial directives, global and local (E+OHS), information and product security and privacy, using relevant processes and tools.
  • Act as the main customer interface in managing major incidents, providing resolution reporting to customers, and calling out 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 nonacceptance.
  • Developing and driving delivery Strategy.
  • Drive Automation of processes and procedures.
  • Identify delivery trends possible Add on Sales (AoS).
  • 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 delivery.
  • Manages customer contacts on executive levels.

You will bring

  • Education: B.SC, M.SC, MBA or equivalent through experience.
  • Min years of experience: 8 years.
  • Domain experience: RAN, Transport, Core, Cloud, Value added Services (VAS), Field operation, Automation.
  • Experience in leading people is a must.
  • Experience in Leading of leaders, an advantage.
  • Able to work under at times short deadlines.
  • Deep understanding of Service Delivery process, and models.
  • Requires business understanding and specialized depth and/or breadth of expertise within own area. Expert on several products, processes, or services.
  • Extensive professional experience in roles that require qualified knowledge. Leadership experience as a functional manager.
  • Knowledge of the sales process and Customer and market insight.
  • Excellent Social and communication skills.

Additional Requirements

  • Possess good knowledge of Managed Services Total Operations Practice (MSTOP), Operation Services and Shared Solutions Services
  • Solid presentation and communication skills and the ability to share your knowledge
  • Operations delivery management
  • Incident and problem management
  • Preventative maintenance
  • Service delivery efficiency
  • Delivering results and meeting customer expectations

Why join Ericsson?
At Ericsson, you ́ll have an outstanding opportunity. The chance to use your skills and imagination to push the boundaries of what ́s possible. To build never seen before solutions to some of the world's toughest problems. You ́ll be challenged, but you won't be alone.

You ́ll be joining a team of diverse innovators, all driven to go beyond the status quo to craft what comes next.


What happens once you apply?
Click Here to find all you need to know about what our typical hiring process looks like.

Ericsson is proud to be an Equal Opportunity and Affirmative Action employer, learn more.

Primary country and city:
Saudi Arabia (SA) || Saudi Arabia : Riyadh : Riyadh

Req ID: 731646

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