Service Owner Voice

2 weeks ago


Riyadh, Saudi Arabia Ericsson Full time

**About this opportunity**:
We are looking for a member to be part of our Managed Services team As a part of our MSCLT team, you will play a key role in owning the delivery of voice & data services for our “live” customer network.

**Key Responsibilities**:

- The management of the Service throughout its lifecycle including demand management, ASP integration, environment, occupational health and safety (EHS) risk management, data privacy, automation, architecture, reliability and continuous service improvement.
- Ensure the management of performance and risk in environment, occupational health & safety (EHS).
- Own the Service Operations Governance both internally and with the customer for the Service Performance in the contract, to also include Program & Demand Management.

**What you will do**:

- Be accountable & responsible for the end-to-end voice & data Service ownership and contractual delivery including all Service functions that relate to customer Managed Service (MS) solution.
- Focus on delivery performance (including the performance in environment, occupational health and safety areas) of the assignments within MS contract
- key interface to the customer as well as collaborate with all Ericsson internal stakeholders to secure performance and lifecycle of the Service, working closely with the MSCOO, Service Architecture, Reliability and Improvement leads.
- Deep understanding and knowledge of the customer, contract, Service and the Delivery that supports it.
- The planning and design of a new Service, or change / update to an existing Service including any data analytics that supports it, having a competence in Machine Learning (ML), Artificial Intelligence (AI) and Automation of Data Analytics.
- The management of the Service throughout its lifecycle including demand management, ASP integration, environment, occupational health and safety (EHS) risk management, data privacy, automation, architecture, reliability and continuous service improvement.
- Ensure the management of performance and risk in environment, occupational health & safety (EHS).
- Lead the Service Operations Governance both internally and with the customer for the Service Performance in the contract, to also include Program & Demand Management.
- Delivering the KPIs/SLAs as per MS contract
- Be responsible for a team who should be available 24 x 7 for Severity Incidents.
- Engage in all technical issues and handle internal and external communication
- Always strive to improve the services by setting up an improvement plan along with short term and long term milestones executions
- Introduce S-KPIs and work together with customer on target achievements
- Workout on E2E Network Topology and service mapping to identify the anomalies and faster root cause analysis
- Built a team of highly competent team focusing on CS, PS and Cloud domains
- Act as a SPOC for Customer for any issues and partner concern related to day to day service operations.
- Ensure overall management and operations of the customers’ network within defined service delivery specifications, targeting Service Level Agreement (SLA) fulfilment according to contractual agreement.
- Manage the relationship at different levels of interfaces with the customer, ensuring customer satisfaction.
- Be responsible for the well-being of all staff in terms of their working environment and conditions of employment.
- To be able to deliver high operational & cost efficiencies.
- Conduct or participate in recruitment interviews for selection of personnel.
- Responsible for competence development activities required for efficient service delivery.
- Be responsible for OLA/WLA with internal stakeholders and suppliers.

**You will bring**:

- Degree in Telecommunication, Computer Sciences, Computer Engineering or equivalent
- Have a minimum 15 years of experience in managing large Telco operations
- Have a at least 8 years of Networks Ops management background in the telecommunication industry

**Core Competences**:

- Strong knowledge of Telecommunication (RAN, IMS, 5G, Cloud, Circuit & Packet Core)
- ITIL
- ITSM Processes
- AI/ML & RBA/RPA Automation
- Continual Service Improvement (CSI)
- Efficiency improvement management
- Analyzing
- Deciding and initiating action
- Entrepreneurial and commercial thinking
- Persuading and influencing
- Relating and networking
- Delivering Results & Meeting Customer Expectation
- Creating & Innovating
- Adapting & responding to change

**The Service Owner should**;
- be Agile, lead by example, work collaboratively and dynamically across the business, with our customers, partners and suppliers in removing complexity,
- Value matters to our customers by understanding their perspective and being able to empathize with their business situation and needs,
- seek to Innovate, be curious by questioning ways of working that that make things difficult; trial new ways of doing things; fail fast and learn quickly
- use Data smarter to enable predictive



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