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Job Title:   Head of Service Delivery MFS MTN East

Organisation: Ericsson

Duty Station:  Kampala, Uganda

About US:

Ericsson is a world-leading provider of telecommunications equipment & services to mobile & fixed network operators. Over 1,000 networks in more than 180 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.

Job Summary:  The Head of Service Delivery will be responsible for service operations for customer or group of customers to ensure uninterruptible Mobile Financial Services. The role is a functional manager and owner of end 2 end service delivery of ADM (Application and Delivery Management) & Operations organization. This includes following roles such as ADM Delivery, 1st line, 2nd line, Support Engineers, Change and Incident manager and other key roles. Service Delivery manager will work closely with customer and own multiple internal and external governance forum to secure visibility and customer satisfaction.

Key Duties and Responsibilities:

• Main contact for the Customer OPCOs and Ericsson organization for MFS ADM Delivery & Operations including security scope.
• Fully Responsible for setting up, leadership and management of ADM demand delivery, Support customer in preparation and delivery of ADM demands roadmap in alignment with CoE (Center of Excellence) and SA BTEB MFS.
• Ensure and monitor operations delivery units are fulfilling contracted WLA and secure blocking issue in case of deviations.
• Responsible for taking over solution from project into MMEA MFS service operations.
• Operational Management for the end-to-end operations activity’s delivery (1st & 2nd line operations, ADM Delivery, Customer Problem Management, Service & Resource Fulfilment, Field Services, Security operations) towards the specific customer.
• Track and report delivery performance based on the contractual as well as internal metrics spanning across end-to-end organization comprising MEMA and BA TEB units.
• Functionally Manage the support organization staff, securing fulfilment of the area of objectives and responsibilities.
• Support the Clusters/CoE with relevant information about business insights.
• Coordinate and facilitate the operational interface between operational delivery units in OPCO customer, MMEA TEB MFS and Business Area TEB MFS required to fulfil the SLA, establishing OLA (Operational Level Agreements) whenever necessary.
• Responsible for driving continuous service improvement in contractual KPI for the service delivery organization in MMEA and BA TEB
• Establish, own, and maintain business continuity management plans and execution of disaster recovery drills and other actions as part of BCP.
• Be accountable for access management policies and regularly review access rights of staff to production and test platforms.
• Secure proactive maintenance plan covers OpCo requirements and grant OpCo approval when necessary.
• Establish and own Vulnerability management supported by Security Operations Center
• Owns and conducts internal and external regular governance to drive service delivery, operational and business forums through effective KPI dashboards and measurements with Group and its affiliates.
• Ensure Governance and Critical issue structure is followed in Demand management and Managed Operations areas.
• Support customer in preparation and delivery of services quarterly roadmap in alignment with CoE and SA BTEB MFS
• Communicate Weekly Operations plan with internal and external stakeholders.
• Intensify and drive service operations issues and service restoration.
• Solve internal and external issues in alignment with Ericsson values and in alignment with Code of Business Ethics
• Continuously strive for an efficient and optimized delivery through automation of processes, tools, and Ericsson Wallet Capabilities.
• Provide financial and overall organizational performance reporting, to Cluster head / CoE in charge of consolidation.
• Provide input to engagement manager for add on sales opportunities.
• Own Capacity management (HW/SW) dimensioning and planning
• Monitor internal as well as 3PP/Vendor deliveries.
• SDM to ensure project handover binder to contain all documentation to approve project into operations.
• Ensure Install base and inventory for customer is up to date at any point of time.
• Engage Recovery Lead with its team to secure incident resolution.
• Initiate and coordinate the management bridge during critical (or optionally major) incidents, reporting the resolution status to the OpCo management organization.
• Ensure quality of Root Cause analysis along with Market area and Business area alignment
• Coordinate the Problem Management status and communicate to OpCo as part of the MMEA TEB MFS Governance Model.
• Works closely with Head of Cluster MFS and Solution Area BTEB MFS to lead service delivery in alignment with customers commitments.

Qualifications, Skills and Experience:

• The applicant must hold a University degree in Technology or Economics, preferably MSC, MBA or equivalent.
• At least ten to fifteen years of Service Delivery Management experience in customer facing positions within telecom and/or IT industries
• 5+ years of FinTech experience as technology partner for major mobile financial operators/ FinTech players
• Experience in C-suite governance leadership and management
• Result oriented with customer first attitude.
• Ability to lead multi-cultural and multi-functional teams, empowering and creating room to collaborate.
• Proven knowledge of DevOps, ITIL
• Experience in crisis management and can handle stressful and ambiguous situations.
• Ability to work across a variety of different delivery unit types (complexity, maturity, scale)
• Developed analytical skills to identify trends, inefficiencies, and value realization opportunities.
• Very good understanding of Ericsson Delivery models
• Very good understanding of Ericsson Business Process, Delivery models, Financial and Delivery models

NB: Ericsson South Africa recruits in line with its Employment Equity plan and will therefore give preference to suitably qualified candidates who are members of designated groups.

How to Apply:

All candidates should apply online at the link below.

Click Here

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