Managed Services Operations Director

Job Description

As the tech firm that created the mobile world, and with more than 54,000 patents to our name, we?ve made it our business to make a mark. When joining our team at Ericsson you are empowered to learn, lead and perform at your best, shaping the future of technology. This is a place where youre welcomed as your own perfectly unique self, and celebrated for the skills, talent, and perspective you bring to the team. Are you in?Come, and be where it begins.About Opportunity:We are now looking for aService Owner, accountable for the end to end Service ownership and contractual delivery including all Service functions that relate to the specific customer Managed Service (MS) solution. The Service Owner will be focused on the financial and delivery performance (including the performance in environment, occupational health and safety areas) of the assignments within a Managed Service contractWhat you will do:

• Be responsible for a team who should be available 24 x 7 for Severity Incidents.
• Act as a SPOC for Customer for any issues and partner concern related to daily operations.
• Ensure SLAs/critical metrics sign off every month (as per contract).
• Plan and design of a new Service, or change / update to an existing Service including any data analytics that supports it, having a competence in Machine Learning (ML), Artificial Intelligence (AI) and Automation of Data Analytics.
• Ensure overall management and operations of the customers? network within defined service delivery specifications, targeting Service Level Agreement (SLA) fulfilment according to contractual agreement.
• Manage the relationship at different levels of interfaces with the customer, ensuring customer satisfaction.
• Be responsible for the well-being of all staff in terms of their working environment and conditions of employment.
• To be able to deliver high operational & cost efficiencies.
• Conduct or participate in recruitment interviews for selection of personnel.
• Responsible for competence development activities required for efficient service delivery.
• Ensure the Managed Services organization is always adequately staffed with the required competence levels.
• To manage / monitor risk and support preventive/corrective actions required.
• To manage / monitor and support achieving the targets for project profitability and billability.
• Provide the Managed Services stakeholders (Customer & Ericsson) with performance reports on a scheduled/regular basis.
• Attend management meetings and represent the Managed Services operations and coordinate with other units in the Market Area and within the customer organization.
• Be responsible for OLA/WLA with internal stakeholders and suppliers.

What you will bring:

• Degree in Computer Sciences/Computer Engineering or equivalent
• Have a minimum 10 years of experience in managing large Telco operations
• Have a at least 8 years of Networks Ops management background in the telecommunication industry

Core Competences

• Strong knowledge of Telecommunication (RAN, IMS, 5G, Circuit & Packet Core)
• ITIL
• ITSM Processes
• AI/ML & RBA/RPA Automation
• Support Desk / End User Support
• Continual Service Improvement (CSI)
• Efficiency improvement management
• Analyzing
• Deciding and initiating action
• Entrepreneurial and commercial thinking
• Persuading and influencing
• Relating and networking

Professional/technical competence

• Excellent Telecom product knowledge
• Excellent knowledge of Packet Core, Circuit Core and IMS products
• Highly developed knowledge in ITIL
• Highly developed Ericsson services & support knowledge
• Strong leadership background
• Act as mentor for the team
• Lead by example
• Analyzing
• Entrepreneurial thinking

What?s in it for you?Here at Ericsson, our culture is built on over a century of courageous decisions. With us, you will no longer be dreaming of what the future holds ? you will be redefining it. You won?t develop for the status quo, but will build what replaces it. Joining us is a way to move your career in any direction you want; with hundreds of career opportunities in locations all over the world, in a place where co-creation and collaboration are embedded into the walls. You will find yourself in a speak-up environment where empathy and humanness serve as cornerstones for how we work, and where work-life balance is a priority. Welcome to an inclusive, global company where your opportunity to make an impact is endless. What happens once you apply? To prepare yourself for next steps, please explore here: https://www.ericsson.com/en/careers/job-opportunities/hiring-process Encouraging a diverse and inclusive organization is core to our values at Ericsson, thats why we nurture it in everything we do. We truly believe that by collaborating with people with different experiences we drive innovation, which is essential for our future growth. We encourage people from all backgrounds to apply and realize their full potential as part of our Ericsson team.Ericsson is proud to be an Equal Opportunity and Affirmative Action employer, learn more.Primary country and city: Saudi Arabia (SA) || Saudi Arabia : Riyadh : Riyadh || Saudi Arabia : Makkah : Jeddah Req ID: 666994

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