Req ID: 142730 Overall Purpose
To secure delivery for the functions of Network Performance Management within the entire delivery machinery (onshore and offshore) as per Managed Services contract
Role Brief
This role is a senior role and resides in Leadership Team for the Customer IN Managed Services contract.
Reports in to Managed Services Chief Operating Officer for the group and would be accountable for end to end Operational Performance deliverable & initiatives for Nigeria operations.
Deliverables:
KPI Fulfillment
SLA fulfillment
Customer Satisfaction Indices Management
Employee Satisfaction indices management
Customer Group level reporting – Implement Reporting mechanisms on to showcase various dimensions (Network and Operations) of Performance levels of contract
Agreement and alignment on Performance reporting structure and mechanism with the Customer
Tracking and analytics
Competence Development Strategy and Implementation
Improvement projects – Operations
Develop mechanisms for Data Analytics to enable decision making
Responsibilities
Take Operational decisions to improve performance
Set strategic direction and follow-up with Managed Services Chief Operating Officer teams for rimprovement of reward/penalties
Create Operational strategy and align with customer
Responsible for Region Sub Saharan Africa wide delivery of Managed Services KPIs Reporting for Active Managed Services Contract
Responsible for aligning the offshored Performance Management service elements and secure Work Level Agreements fulfillment towards Global Service Center
Issue guidelines & support teams in Performance Management area
Set tools and processes strategy for the Managed Services operations
Budget owner for Global Service Center process, tools and new tools introduction
Governance owner for Region Sub Saharan Africa level review towards the Customer & Global Service Center
Support implementation of the Work Level Agreements and measure the compliance for different organizations
Drive Competence Development and Certification for the Managed Services teams
Ensure customer satisfaction on Managed Services activities and on critical measurements
Support Contract Management for Reconciliation, KPI, re-negotiation and other matters.
Requirements
Good knowledge of Ericson Charging Systems Operations & Maintenance and Optimization
Knowledge of Ericsson network solution product portfolio including Network Management Systems -BSS, Business Objects and Eniq
15-20 years of Service delivery experience in Telecom, IT industry
Excellent command of English language, presentation and communication skills
Able to work and co-ordinate between teams, which are remotely located
Should be able to travel for meetings and discussions if required
Extensive Leadership skills cutting across multicultural environment and multiple domains
Team Player
Interfaces
Customer CTO (s), Group Managers & Governance Organization
Managed services – Operations Assurance, Projects
Managed Services Chief Operating Officers
Global Service Center -Ops and Managed Services teams
Customer Unit Head / Key Account Mangers
Contract Management
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