Bo External Line Manager

2 weeks ago


Jeddah, Makkah Province, Saudi Arabia Ericsson Full time

About this opportunity


The Front Office Team Leader is the appointed responsible for Leading Front Office, Performance monitoring teams which are entitled for Alarms/Performance monitoring and 1st level trouble shooting.


Responsibilities:

  • Responsible for the overall continuous improvement of the Service throughout its lifecycle. Measuring the continual performance of the service and driving the necessary activities through the delivery flows
  • Responsible for securing the e2e customer experience of the service together with the Service Owner.
  • Responsible for the measurement and reporting of the Service towards the customer. This includes the KPI's, SKPI's and SLA's / WLA's as agreed within the commercial contract.
  • Responsible for the continual Service Improvement plan of prioritized activities working with the Ericsson Service Delivery teams, the customer and any relevant ASP's.
  • Support the Service Operations Governance both internally and with the customer for the Service Performance in the contract, to also include Program & Demand Management.
  • Perform LM administration tasks and competence development plan for the team.
  • Prepare the required presentations and case studies.

Job Requirements

  • Degree within Electrical Engineering / Telecommunication Engineering / Computer Science / Computer Engineering.
  • At least 5 years of experience in telecom field.
  • Recommended experience in Managed Service or Service Delivery
  • Knowledge in Automation/AI/ML is a plus
  • Knowledge in cloud is a plus
  • Knowledge in cyber security is a plus

Additional Requirements

  • Service provider management experience
  • Resource provider management experience
  • Strong on team leadership, able to lead large/matrix organization
  • Excellent communication and social skills.
  • High Customer Relationship Management skills
  • Deep understanding of Service delivery process
  • Process driver, Strategic thinker, Change Maker
  • Ability to motivate and engage, communicating to empower and develop high performance culture, competence and skills
  • Delivering results and meeting customer expectations
  • Financial skills


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