Team Leader 1st Level Operations
We are now looking for a Team leader for 1st Level Operations , do you want to join our team?
In this role, you will be responsible for the coordination, management, delivery, and execution of Redbee Operations. You will ensure delivery of Redbee services to customers as agreed within the WLA.
Effectively manages the 1st Level Operations activities securing the financial and operational performance of the team, according to WLA and Global requirements.
•Secures that the 1st Level Operations team is performing in complete adherence to the New MSTOP processes and definitions, using MSDP tools and strictly following the MS Governance Model.
•Acts as KPI & SLA Operational responsible for team’s customer(s).
•Serves as Technical and Management interface and escalation point for team’s customer(s).
•Ensures competency and capacity levels within the team meet current and future business requirements.
•Develops/analyze and report on status of agreed performance indicators to the Manager of 1st Level Operations and to COM(s) of the customers under care, and/ or other interfaces from internal customers.
•Acts as technical Interface – operational and governance meetings with Assurance / MSIP as a representative of own CA sub team.
•Manages and drives Technical Coordinators within own team.
•Responsible for resource planning, internal mobility and employee development, working in collaboration with HR department to attain balanced results.
•Ensures hours in financial handshakes for own team are properly and timely booked in SAP.
•Responsible for financial awareness and time reporting accuracy within own team.
•Responsible for business specifics awareness within own team.
•Ensures development plans for all staff and succession plans for self in place, with support from Manager of 1st Level Operations.
•Proven experience in coordination of people/ accounts
•Understanding of performance management
•Experience with multiple customers/ multiple accounts and priorities
•Understanding of financial aspects of the role
•Understanding of Ericsson HR calendar
•A detailed knowledge of Ericsson's existing and future product/services portfolio, roadmap information and system integration practices
•Sense of urgency with quality as a key deliverable
•Proven background in managing/affecting change
•Experience with the interpretation of quality indicators to detect weaknesses in the units operations and implement corrective action
•Results Focused: uses contractual information to maximize success of delivery
•Priority setting to resolve conflicting goals with restricted resources
•Good communication and reporting skills
•Good skills in knowledge sharing by actively contributing knowledge, experiences and skills to create a learning culture
Ericsson provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, sexual orientation, marital status, pregnancy, parental status, national origin, ethnic background, age, disability, political opinion, social status, veteran status, union membership or genetics.
Ericsson complies with applicable country, state and all local laws governing nondiscrimination in employment in every location across the world in which the company has facilities. In addition, Ericsson supports the UN Guiding Principles for Business and Human Rights and the United Nations Global Compact.
This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, training and development.
Ericsson expressly prohibits any form of workplace harassment based on race, color, religion, sex, sexual orientation, marital status, pregnancy, parental status, national origin, ethnic background, age, disability, political opinion, social status, veteran status, union membership or genetic information.
Primary country and city: Romania (RO) || || Bucharest || Consulting&SysInt
Job details: 1st Level Operations Job Stage 04