Head of Services Operations

1 week ago


Riyadh, Ar Riyāḑ, Saudi Arabia Talent Pal Full time

About this opportunity:
We are currently seeking a valuable addition to our Managed Services team. Join us as a key member of the MS Customer Leadership Team, where you will play a crucial role in ensuring service outcomes & ownership. Reporting to MSCOO, you will be responsible for the financial, operational, and delivery performance of operations assurance and broadcast operations within a managed services deal. Your responsibilities will include handling Working Level Agreements (WLA) and Operating Level Agreements (OLA) with delivery organizations, managing operations delivery to meet Service Level Agreement (SLA) requirements, and acting as the primary escalation point for critical incident Broadcast Delivery Operations.

What you will do:
- Manage end-to-end delivery of operations for specific customers, ensuring performance meets SLA
- Act as a key liaison between customers and Ericsson Service Delivery Unit (SDU)
- Lead Program accomplishment and risk mitigation strategy
- Serve as Pre-Sales Customer Fulfilment Responsible (CFR) for MS contracts
- Contribute to planning and design of new services utilizing expertise in Machine Learning, Artificial Intelligence, and Data Analytics
- Manage and govern service operations internally and with customers
- Drive for efficiency improvements, enhanced customer experience, and excellence in Service Delivery
- Analyze customer requirements and ensure contract fulfillment and Ericsson strategy alignment
- Support MSCLT, MSCOO, and Account teams in contract renegotiation or presales for customers
- Apply automation to enhance existing and new services using Machine Learning, Artificial Intelligence, and Data Analytics principles

The skills you bring:
- Education: B.SC, M.SC, MBA, or equivalent experience
- Minimum 8 years of experience
- Domain experience in Field Operation Automation and Passive Infrastructure
- Knowledge of sales process, customer insight, and market understanding
- Expertise in Customer Value Proposition, Operational Risk Management, Contract Lifecycle Management, etc.

Why join Ericsson:
At Ericsson, you will have a remarkable opportunity to push the boundaries of innovation. Join a team of diverse innovators who are driven to craft solutions to the world's toughest problems. Be challenged, but not alone. Collaborate with a team that values diversity and inclusion, driving essential innovation for future growth.

Primary country and city: Saudi Arabia (SA), Riyadh
Job details: Service Owner


This job listing is sourced from an external job board.


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