Ericsson is a world-leading provider of telecommunications equipment and services to mobile and 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.
We are truly a global company, working across borders in 175 countries, offering a diverse, performance-driven culture & an innovative & engaging environment where employees enhance their potential everyday. Our employees live our vision, core values & guiding principles. They share a passion to win & a high responsiveness to customer needs that in turn makes us a desirable partner to our clients. To ensure professional growth, Ericsson offers a stimulating work experience, continuous learning & growth opportunities that allow you to acquire the knowledge & skills necessary to reach your career goals.
We are recruiting to fill the position of:
Job Title: Director – Operation
Req ID: 142730
Location: Lagos
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
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
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.
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
How to Apply
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