The Director Managed Services, Regional Carriers, Industry & Society, Cable & Media shall:
Create and ensure customer value and satisfaction thought an efficient service delivery.
Develop the Managed Services business through contract development and management, and through proactive sales engagement
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To manage contracted MS scope ensuring the fulfilment of obligations by Ericsson, the Customer and Suppliers, in order to secure quality, profitability and Customer satisfaction. Main interface is to MSCOO and customers
Contract Development
To identify and track add-on sales opportunities and to support the Key Account Manager on Contractual negotiations. Working with growth planning and retention planning in order to evolve customer needs.
Main interface is to MS COO, KAM, and customer
Operations Assurance and Delivery management
Responsible for the financial and operational and delivery performance of the Operations Assurance within one or a set of Managed Services Deal.
Responsible to manage the applicable WLAs and OLAs with delivery organizations, manage the delivery of operations, ensuring that operations delivery is fulfilling the contracted Service Level Agreement (SLA) and to serve as the primary escalation point (together with head of MSIP) for critical incident, and performance reporting towards the customer.
Responsibilities & Tasks
Ensure service delivery execution and customer satisfaction
Manage services contracts profitability
Drive business development
Contribute and support services sales
Apply service delivery strategy
Apply service delivery process and models
Position Qualifications
Core Competences:
Customer Insight
Market Insight
Innovation Skills
Interpersonal Skills
Financial Acumen & Skills
Sales Process knowledge
Service Delivery Process, Models & Strategy
Working with People
Formulating Strategies & Concepts
Relating & Networking
Adhering to Principles & Values
Leading & Supervising
Adapting and responding to change
Minimum Qualifications & Experience Requirements:
B. Eng./BA or equivalent in a technical field
This is a senior role (12-yr + experience) which will require some travel (1 – 2 times a month) and are customer-facing
Graduate studies (MBA, MSc or MEng) will be a PLUS
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