Join our TeamAbout this opportunity: Ericsson is looking for an IT Managed Services Chief Operating Officer (IT MS COO) for GCU MTN within Market Area Middle East and Africa (MMEA) as a key leadership role responsible for the BOS IT Managed Operations of assigned customer accounts. This role will be reporting to the Head of SL BOS for MMEA and will be part of MMEA BOS Leadership team. Role is opened in South Africa, but final location will be assessed across applicable G/CU MTN and African countries
What you will do: End-to-End Accountable for Financial and Service Delivery performance of the MS IT contract including profitability, customer satisfaction, and fulfilment.Manage Demand activities, coordinate contract's execution and secure the performance and quality output from all delivery units involved.Responsible for establishing WLA with the operations delivery areas and ensuring operational interfaces with the customer are established and functional.Secure external OLAs between delivery organizations and the customer for any required activity are signed and correctly managed.Manage internal delivery of units, ensure contractual SLA and KPI fulfillment.Ensure operation delivery units are fulfilling contracted WLA and secure escalation in case of deviations.Serve as the primary escalation point for critical incidents and escalations, directly interfacing customer Operations at executive levels.Customer requirement analysis, identify add-on sales opportunities and avoid over-delivery.Design and drive operational efficiency and financial improvement programs.Manage and develop the customer relationship on the specific contract.Periodically assess customer satisfaction, identifying potential issues, determining actions to improve customer satisfaction and secure their implementation.Achieve a high level of Customer Satisfaction by decisively adding value to its business needs.Manage the MSIP organization staff, securing fulfillment of the improvement objectives and responsibilities.Ensure commercial scope management thru a proper Change Control Procedure.Ensure the correct flow of invoices and payments associated to the specific customer.Support KAM and CSS CU organization in contractual renegotiation or pre-sales/add-on salesSecure periodic reporting towards Customer and internal stakeholders related to Contractual, Operational and Financial performanceThe skills you bring: 12+ years of experience in MS IT operations with both Application support and Infrastructure OperationsMinimum 7 years of Onsite work experience in high demanding Customer environments preferably within African operatorsITIL v4 Certification required with Project Management Certification like PMP is a plus.Experience working in Hybrid delivery model (onsite & offshore)Knowledge of Ericsson's organization, products, and services.Understands and analyses complex issues or problems, both current and potential to identify the most appropriate solutions.Uses strategic vision to define priorities and plan time, budget, and resources realistically to achieve business objectives.Primary country and city: South Africa (ZA) || Woodmead
Job details: Service Delivery Line Manager
#J-18808-Ljbffr
