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Telecom Support Company Jobs – Service Delivery Manager at Ericsson
Job Title: Service Delivery Manager
Organisation: Ericsson
Duty Station: Kampala,
Uganda
Uganda
Req ID: 106432
About US:
Ericsson is a
world-leading provider of telecommunications equipment & services to mobile
& fixed network operators. Over 1,000 networks in more than 175 countries
use Ericsson equipment, & more than 40 percent of the world’s mobile
traffic passes through Ericsson networks. Using innovation to empower people,
business & 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 &
society to help shape a more sustainable world.
world-leading provider of telecommunications equipment & services to mobile
& fixed network operators. Over 1,000 networks in more than 175 countries
use Ericsson equipment, & more than 40 percent of the world’s mobile
traffic passes through Ericsson networks. Using innovation to empower people,
business & 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 &
society to help shape a more sustainable world.
Key Duties and Responsibilities:
·
For the appointed Service level agreement and
customer unit, serve as the main customer interface from a business point of
view for Ericsson services in order to deliver according to obligations, secure
cost effective service delivery and keep a correct level of customer
relationship.
For the appointed Service level agreement and
customer unit, serve as the main customer interface from a business point of
view for Ericsson services in order to deliver according to obligations, secure
cost effective service delivery and keep a correct level of customer
relationship.
·
Ensure that proper actions are taken when Service
level agreement is not fulfilled or when over-deliveries are occurring.
Ensure that proper actions are taken when Service
level agreement is not fulfilled or when over-deliveries are occurring.
·
Ensure that escalation procedure is followed and
that expectations and perceptions of customer are at all times managed in a
professional manner in order to ensure excellent Customer Satisfaction.
Ensure that escalation procedure is followed and
that expectations and perceptions of customer are at all times managed in a
professional manner in order to ensure excellent Customer Satisfaction.
·
Ensure financial follow-up of service contracts and
act on discrepancy in planned cost/margin. The SDM shall manage warranty and
service contracts from cost point of view (responsible for cost forecasting,
follow up on actual costs versus budget costs) to ensure that agreed
profitability is achieved.
Ensure financial follow-up of service contracts and
act on discrepancy in planned cost/margin. The SDM shall manage warranty and
service contracts from cost point of view (responsible for cost forecasting,
follow up on actual costs versus budget costs) to ensure that agreed
profitability is achieved.
·
Identify new business opportunities based on the
customer’s network and business strategies, and work with the account to secure
the sales
Identify new business opportunities based on the
customer’s network and business strategies, and work with the account to secure
the sales
·
Comply with Service level agreement and take
necessary actions in cases of over and under delivery in order to manage
customer perception and expectation as well as delivery costs.
Comply with Service level agreement and take
necessary actions in cases of over and under delivery in order to manage
customer perception and expectation as well as delivery costs.
Qualifications, Skills and
Experience:
Experience:
·
The ideal candidate should have a University degree
in Engineering or equivalent.
The ideal candidate should have a University degree
in Engineering or equivalent.
·
A minimum of five years’ experience from Support
Services, Network Operations, Consulting or Project Management within the Telecom
or similar industry.
A minimum of five years’ experience from Support
Services, Network Operations, Consulting or Project Management within the Telecom
or similar industry.
·
Advanced skills in managing SLAs, understanding
portfolio and relationship to service delivery and being able to handle
situations when customer demands services outside scope of contract.
Advanced skills in managing SLAs, understanding
portfolio and relationship to service delivery and being able to handle
situations when customer demands services outside scope of contract.
·
Advanced financial understanding and business acumen
Advanced financial understanding and business acumen
·
Good leadership & communication capabilities.
Good leadership & communication capabilities.
·
Excellent interpersonal skills and strong customer
orientation.
Excellent interpersonal skills and strong customer
orientation.
·
Broad working knowledge and understanding of
applicable parts of Ericsson´s services product portfolio and delivery
processes.
Broad working knowledge and understanding of
applicable parts of Ericsson´s services product portfolio and delivery
processes.
·
Broad working knowledge of products and systems in
the customer’s network.
Broad working knowledge of products and systems in
the customer’s network.
·
Good knowledge and understanding of the customer’s
business situation.
Good knowledge and understanding of the customer’s
business situation.
·
Broad knowledge and understanding of operator
processes
Broad knowledge and understanding of operator
processes
·
Excellent Customer Relationship Management skills.
Excellent Customer Relationship Management skills.
·
Advanced negotiations skills and conflict management
skills
Advanced negotiations skills and conflict management
skills
·
Fluency in English
Fluency in English
How to Apply:
If you believe
you are one of the ideal candidates for this opportunity in working with the
world’s leading provider of telecommunications equipment & services,
Ericsson, then visit the web link below for full job details and Apply Online.
you are one of the ideal candidates for this opportunity in working with the
world’s leading provider of telecommunications equipment & services,
Ericsson, then visit the web link below for full job details and Apply Online.
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