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• In
  charge of all assurance, fulfilment and service desk activities to be
  performed under the contractual scope for the specific customer, acting as
  a demand organization.
• Based
  on the contractual SLA, establish the WLA between the operations delivery
  units and the MSIP and monitor the delivery performance according to MS
  governance model.
• Secure
  KPI fulfillment and coordinate performance reporting to the customer
  organization.
• Perform
  hierarchical escalation in case of critical (or optionally major)
  incidents and act as the main interface to the customer.
• Approve
  and monitor operational performance improvement plans.
• Secure
  that service delivery units inputs and requirements on resource or service
  acceptance (according to Deployment & Integration processes) are being
  considered and fulfilled.
• Support
  MSIP Contract Management on service credits verification.
• Agree
  and monitor the preventive maintenance plan.
• Ensure
  that impacts due to forecasted periodic maintenance is reported and agreed
  with the customer.
• Actively
  coordinate the operational interface between operational delivery units
  and the customer’s retained organization (ex. Customer care center)
  required to fulfill the SLA, establishing OLA (Operational Level
  Agreements) whenever necessary.
• Ensure
  operational readiness – availability of operational resources and/or
  procedures for any new service or resource on the customer’s
  infrastructure.

• The
  applicant must have over ten years’ experience as a manager in an
  operations, services or technology environment, with previous experience
  in managing a network operations organization;
• Detailed
  knowledge of Ericsson’s existing and future product/services portfolio,
  roadmap information and system integration practices
• Sense
  of urgency with quality as a key deliverable;
• Strong
  background in managing/effecting change;
• Skillful
  application of management information systems to the unit operations;
• Significant
  experience with the interpretation of quality indicators to detect
  weaknesses in the units operations and implement corrective action
• Customer
  orientation with excellent understanding of service providers / operators
  business requirements – be able to create true client value

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