Service Reliability Lead

il y a 3 semaines

Brussels, Belgique Ericsson Temps plein

As MSCLT Service Reliability lead - Operations, you are accountable for managing Operations Delivery Management, the financial & operational performance, the contracted Service Level Agreement (SLA) fulfillment, customer satisfaction and serve as the primary escalation point for critical incident, Delivery Operations escalations, performance reporting towards the customer & responsible to manage the applicable Working Level Agreements (WLA) /Operational Level Agreements (OLA) with delivery organizations.

As MSCLT Service Reliability lead you will report to the MSCOO (Managed Service Chief Operating Officer) and you will belong to his MSCLT team.

Your primary interfaces are MSCOO, MSCLT team, Network Operation Center (NOC), Telenet Delivery Manager, Telenet Engineering, Customer Project Manager’s (CPM), Contract manager

This role is based in Brussels office.

Responsibilities and tasks
- Accountable for Operational Management Delivery (end-to-end operations activities)
- Responsible for framing scoping (supported by the technical teams for input), reacting & negotiation of offerings towards the customer.
- Prime (escalation) interface to the customer for Operations and NOC delivery, acting with high customer intimacy and expert advising mode
- Perform hierarchical escalation in case of critical (or optionally major) incidents and act as the main interface to the customer. Responsible for coordinating the Incident Management status customer reporting meetings as part of the MS Governance Model.
- Initiate and coordinate the management bridge during critical (or optionally major) incidents, reporting the resolution status to the customer management organization.
- Secure that incident & problem management activities are efficiently performed and supported
- Coordinate the Customer Operations meetings, Continuous Service Improvement & Problem management meetings, projects & status reporting with the customer
- Present Operations (NOC) in the monthly Performance meeting
- Coordinate the Internal Operations & Project meetings & status reporting. Responsible for projects Handover to operations acceptance.
- Tracking and governance of each contract deliverable securing contractual fulfilment and eliminating risks, proactive follow-up of action points
- Early capturing changing customer strategy, needs and priorities, avoid scope creep/over-delivery of services and turning them in add-on sales opportunities
- Manage customer late / incorrect delivery to ensure alignment with agreed delivery framework and minimize overhead / rework on delivery teams.
- To achieve a high level of Customer satisfaction by e.g. proactively detecting customer business requirements and adding value to its business needs.
- Manage customer business priorities within Ericsson to ensure best outcomes are achieved.
- Financial management: business case compliance inclusive resource dimensioning, budgeting, forecasting & reporting, PO & Invoice management, update WLA and OLA’s with Delivery organizations
- Technical & Financial dashboarding/reporting
- **_ Continuously drive for efficiency, service improvements, digitalization, automation, innovation towards excellence in service delivery_**:

- **_ Drive Operational and financial improvement programs_**:

- Accountable to align the projects program planning of daily operations work with project activities (together with the CPM and supplier), forecast temporary resource needs and manage priority settings
- Supplier management as domain expert:

- Operational Ownership of the Suppliers relationship
- Management of Purchase Order creation, Good Receipt and invoicing
- Act as first point of contact (& escalation) with Suppliers
- tracking and governance of each contract deliverable securing contractual fulfilment, KPI and eliminating risks
- ensure cascading of contract content and secure that teams are delivering the required input for timely and correctly governing & steering suppliers
- Work closely with Sourcing and ASP management to continuously optimize Ericsson 3rd Party contracts.
- perform & document governance meetings for each of the 3rd parties & ASP (supported by ASP manager)
- Track and manage the financial position of each contract versus delivery
- Write price requests/ Request For Quotation’s (RFQ) for preventive, corrective and project works
- Secure quality audits on 3rd Party Suppliers
- Support new business opportunities in collaboration with Sales, MSCLT, Sourcing and ASP management

Knowledge areas
- strong Customer orientation with excellent understanding of Service Providers’ / Operators’ business requirements
- 15+ years broad expertise in Optimization domain, eager to stay on top of the technological evolution
- Strong experience in financial management
- Strong understanding of Network Operations processes is a must.
- Good understanding of regulations, policies and procedures.
- Strong written and verbal communication skills, good level of interpersonal

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