Head of Services Operations - #28873


Date: 3 weeks ago
City: Riyadh
Contract type: Full time

Join our Team

About this opportunity:
We are now looking for a key member to join our Managed Services team! As a member of our MS Customer Leadership Team responsible for Service outcomes & ownership you will report to MSCOO and be accountable for the financial, operational and delivery performance of the operations assurance and broadcast operations assignments within a managed services deal. In this role, you will play a valuable role to handle the applicable Working Level Agreements (WLA) and Operating Level Agreements (OLA) with delivery organizations, managing the delivery of operations, ensuring that operations delivery is fulfilling the contracted Service Level Agreement (SLA) and serving as the primary escalation point for critical incident, Broadcast Delivery Operations escalations, and performance reporting towards the customer.

What you will do:
Manage end-to-end delivery of operations for specific customer, including delivery performance based on SLA, providing performance reporting on customer networks and IS/IT. Act as the key liaison between customers and the Ericsson Service Delivery Unit (SDU), ensuring optimal service performance and lifecycle.
Take the lead for the Program accomplishment strategy and possible risk exposure including Environmental and Occupational Health and Safety (E+OHS) and Security issues associated with the engagement.
Act as Pre-Sales Customer Fulfilment Responsible (CFR) for MS contracts.
Contribute to the planning and design of new Services or updates to existing ones, utilizing your expertise in Machine Learning, Artificial Intelligence, and Data Analytics Automation.
Manage and govern service operations both internally and with the customer, focusing on Service Performance in the contract, Program and Demand Management.
Drive business practices ensuring compliance to; group, legal and financial directives, global and local (E+OHS), information and product security and privacy, using relevant processes and tools.
Continually drive for efficiency improvements, enhancement in customer experience and excellence in Service Delivery.
Analyse customer requirements, engaging in discussions with customers and other internal areas to ensure contract fulfilment and Ericsson strategy alignment.
Support the MSCLT, MSCOO, and Account teams in contract renegotiation or pre-sales for specific customers, promoting contract growth and strategic planning for contract retention.
Lead the application of business scenarios using automation to enhance existing and new services, applying the principles of Machine Learning, Artificial Intelligence, and Data Analytics.

The skills you bring:
Education: B.SC, M.SC, MBA or equivalent through experience.
Min years of experience: 8 years
Domain experience: Field operation, Automation, Passive infrastructure, centralized operation centre.
Knowledge of the sales process and have Customer and market insight.
Customer Value Proposition.
Ericsson Operations Engine - Mode of Operations.
Cross-Selling and Operational Risk Management with Automated Machine Learning.
Contract Lifecycle Management.
Strategic Negotiations.
Service Delivery Business Understanding.
Business Data Requirement.
Governance, Risk and Compliance.
Consultative Selling.
Continuous Improvement Process
Efficiency Improvement in Service Delivery.
Sales Effectiveness and Customer Experience.

Why join Ericsson?

At Ericsson, you´ll have an outstanding opportunity. The chance to use your skills and imagination to push the boundaries of what´s possible. To build solutions never seen before to some of the world’s toughest problems. You´ll be challenged, but you won’t be alone. You´ll be joining a team of diverse innovators, all driven to go beyond the status quo to craft what comes next.

Would you like to take a tour to “Life at Ericsson MEA”, visit short video https://youtu.be/3_O_MTt0PAY?si=HnqI4J3gpj2papL_

What happens once you apply?

Click Here to find all you need to know about what our typical hiring process looks like.

Encouraging a diverse an inclusive organization is core to our values at Ericsson, that's why we champion 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) || Riyadh

Job details: Service Owner

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