Job Summary
The Head Operations CU Nigeria reports to the Country Unit Nigeria Head and is a member of the Region sub-Saharan Africa Operations Management Team.
He or she is overall responsible for the Operations Delivery strategy development for Nigeria and the successful execution of all Service delivery activities in Nigeria, Managed Services, Customer Support and Project based in line with contractual agreements, customer satisfaction and profitability and is the key owner and developer of the service capabilities in Nigeria and has therefor a profound impact of Service delivery and the quality of services provided the customers. Continuous improvements on the processes and tools to ensure efficiency and exceeding customer expectations can only be achieved by clear strategy related to competence based operations and growth of local talent and success planning. The job includes leading the Operations units within Nigerian market with a line management responsibility of > 500 staff.
The ideal candidate understand customer needs, translates them in delivery actions in order to ensure customer satisfaction and into a tactical plan for organization development and competence management and wanted individual behavior to ensure talent development and create a strong retention bench. The ideal candidate is also passionate about their job and ensures strong team spirit and performance culture in the operations team
Key Responsibilities
Create and drive operations across all areas of the portfolio
Drive project management to secure margins and quality
Implement Global and Regional delivery strategies and directives
Drive forecasting and dimensioning of delivery capacity based on business needs
Drive value add sales
Drive and implement competence management according to business needs
Optimize the service delivery and secure quality of delivered services
Drive a multi country organization
Drive transformation based on understanding of the offshore business
Ensure project management and resource planning engagement
Drive a commercially oriented operations organization (e.g., add-on sales)
Support for proposal preparation
Handle operational sourcing (ordering through established frame agreements)
Drive operational sourcing and supply to profitably deliver on customer commitments.
Requirements
Education:
University degree in Business or Engineering / ICT
Experience:
> 15 years working experience in an international Telco or IT environment of which 5 years in Ericsson or similar competitor
Experience working for an Operator or in an Managed Service environment
At least 5 years experience in leading leaders
Working experience in emerging markets mandatory, experience in Nigeria preferred
A leader who is versatile, has a bias for action, a strong team builder and who is used to work in a matrix environment, drives change, is transparent, firm and fair and highly collaborative
Deep experience from service delivery, sales and project management, complemented with experience from sourcing & supply.
Strong Project Management and CFR experience
Strong stakeholder management skills (internally as well as externally)
Vast experience from forecasting and dimensioning of delivery capacity based on business needs as well as implementation of delivery processes.
Strong ability to drive business with existing as well as new customers.
Ability to effectively translate customer engagement needs into requirements on delivery and operations.
Ability to lead a complex organization with operations for multiple customers. Realize synergies across countries and customers while ensuring quality. Execute & prioritize resources and capabilities in accordance with short- and long-term priorities of the Hub.
Strong innovative approach from vision to strategic direction for Hub Operations, effectively balancing business need and cost efficiency
Clear understanding of capabilities needed for the Hub as well as ability to attract, develop and retain competence based operations resources.
Strong communicator and ability to motivate and engage to empower and develop culture, competence and skills
Ability to lead multi-cultural and cross functional teams, empowering and creating synergies
Primary country and city: Nigeria (NG) || Lagos || Lagos || Consulting&SysInt ServEngJob Segment: Operations Manager, Telecom, Telecommunications, Consulting, Operations, Technology
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