Jobs
Customer Operations Manager Job at Ericsson Nigeria
Ericsson is a world-leading provider of telecommunications equipment
& services to mobile & 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
every day. 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: Customer Operations Manager
Req ID: 103573
Location: Lagos
Position Summary
- The Customer Operations Manager role is responsible to secure
that the quality and cost of the services delivered from the delivery
units are in accordance to the expected levels agreed through WLA
(Working Level Agreement). COM should ensure that the delivery units are
working in completely alignment with our processes, using the official
tools and properly following the governance models. He will act as a
central point for escalation and management of issues that may arise
from the delivery of the proposed services outlined in the Contract
document. Understand and act upon the End to End Delivery performance
even when the delivery is fragmented, thru a proper coordination with
the delivery managers responsible for other parts of the delivery.
- Furthermore the COM is responsible to initiate, in coordination
with the Managed Services Operations the improvement plans in order to
address the deviations in the quality of the services delivered from the
centre.
- This role is also responsible for the service cost quotation in
response to a specific sales opportunity or contract scope change as
well as to issues any assignment CR (Change Requests).
Responsibilities & Tasks
- COM is responsible to look after the MS (Managed Services) delivery operational and financial performance.
- The COM detailed responsibilities are:
- Monitor and report on the operational and financial performance
of the service delivery unit for a specific customer, based on the WLA
requirements;
- Responsible for securing 3PP adherence to the delivery
requirements as reflect in the contract and to escalate deviations or
improvement needs to the Sourcing organization.
- Manage the hand-over of resources, services and activities to
the global or regional delivery unit to fulfill or expand the WLA scope,
securing that the required capacity and support infrastructure is
available;
- Working pro-actively to continuously improve the financial and
the operational performance of the delivery units as well as the
processes used in our delivery, as part of Continual Service Improvement
initiatives.
- Identify delivery trends in connection to possible Add on Sales.
- Maintain Periodic Formal Governance with the stakeholders to
ensure regular update of important activities, initiatives & WLA
KPIs Status;
- Initiate and drive improvement plans to correct operational or
financial performance deviations towards a specific WLA or towards the
global benchmark and targets
- Responsible to secure WLA are updated and reflecting the global
center delivery solution (including contractual scope changes - costs
and performance indicators);
- Responsible to establish the necessary OLA (Operation Level
Agreements) to fulfill WLA requirements and secure that the OLAs are
updated and followed by the center;
Position Profile
Qualification and experience requirements:
- Degree in Electronics Engineering/ Computer Science.
- ITIL, PMP, technical certifications are added advantages.
- Ability to establish cross-functional connections within a company.
- Good presentation skills
- Influencing skills
- Good English level.
- Excellent written and verbal communication skills; good team
player; highly motivated self-starter; good relationship builder with
strong diplomacy skills
- Experience in Customer Relationship Handling
- Leadership skills: Cross Functions Management, Decision Making.
- Financial Analysis Skills
- Strong analytical skills
- Industry experience: Candidate should have relevant experience
of a minimum 5 years with managed services and operations in IT or
Telecom domain
- Experience of personnel management (direct or dotted line organizations);
- Ability to efficiently use available administrative, financial and human resources;
- Ability to arrange group work;
- Experience of leadership;
- Experience of planning, arrangement and control over operating activities;
Core Competencies
- Deep understanding of the managed service delivery business requirements;
- Experience in performance and quality management programs implemented in operators daily routines;
- Proficient in written and spoken English as a business language;
- Able to communicate clearly in project team and management environments.
- Strong analytical skills.
- Focused on Customer business needs;
- Focused on Quality Service Delivery;
Will represent a plus:
- Familiar with Ericsson Service Delivery Portfolio for Managed Services;
- Familiar with Ericsson measurement tools.
- Familiar with Ericsson Service Delivery Processes for Managed Services;
How to Apply
Interested and qualified candidates should:
Click here to apply