Organisation: Ericsson
Duty Station: Kampala, Uganda
Requisition ID: 35316
About Ericsson:
Ericsson is a world-leading provider of telecommunications equipment and services to mobile and fixed network operators. Over 1,000 networks in more than 180 countries use Ericsson equipment, and more than 40 percent of the world’s mobile traffic passes through Ericsson networks. Using innovation to empower people, business and 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 and 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 and an innovative and engaging environment where employees enhance their potential everyday. Our employees live our vision, core values and guiding principles. They share a passion to win and 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 and growth opportunities that allow you to acquire the knowledge and skills necessary to reach your career goals.
Job Summary: The MS Chief Operating Officer (MS COO) is responsible for the end to end managed services contract fulfillment and profitability for a specific customer. In the cases where the MS contract scope corresponds to a managed operations, the MS COO is also accountable for the delivery of all service contracts towards the same customer. The incumbent will also secure the operational and financial performance of the country MS contract, part of the global customer MS deal. The jobholder will also be necessitated to secure the alignment of the internal MS delivery organization to match the customer’s business requirements (as reflected on the SLA).
Key Duties and Responsibilities:
- Actively interact with the Head of Assurance responsible for running the RNOC to ensure our contractual commitments can be met
- The Operations Manager is responsible for the end to end managed services and contract fulfillment and profitability for a specific customer in a specific country.
- The Operations Manager is also responsible for managing the contracts execution (cost, time and quality) ensuring the fulfillment of all contractual obligations by Ericsson, the Customer and 3PP;
- Oversee the operational relationship with the customer, securing to achieve a high level of satisfaction from the customer regarding the overall delivery performance
- 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
- 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 fulfillment 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 the CS & SPMS contract and ensure that they are executed as per contractual agreement
Qualifications, Skills and Experience:
- The applicant must have attained a Degree in Telecom or Business Management
- A minimum of three years’ experience from Customer Services within the Telecom Industry
- Past work experience as a CTO from an operator.
- Proven ability to Deliver P&L Results Successfully in a Major Services Division
- Ability to Drive Business Development – Up-scoping, Upselling, Contract / Business Retention
- Contract Execution
- Senior Leadership Capability (qualified leadership experience of leading bigger organizations)
- Multi-Cultural Awareness
- International Mobility willingness to relocate globally
- At least ten to fifteen years’ experience on Network Operations, planning or Engineering, with a Combination of: Technical & Operational Management,
- Financial & Business Management, Customer Relationship & Business Development, Leadership & Change Management
How to Apply:
All suitably qualified and interested candidates who desire to join Ericsson in the aforementioned capacity are required to express interest by clicking on the e—recruitment link below.
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