Customer Service Manager

Job Description

Date: May 17, 2019

Job Summary

We are looking for a Customer Service Manager (CSM) who will be fully responsible for the Operational Assurance & Service Delivery performance for IoT Service Management (IoT SM) offerings. This role has full responsibility for the financial and commercial performance and you will ensure that agreed margins are achieved whilst delivering the contractually agreed Services.

The CSM shall take ownership of the Customer relationship responsible for ensuring the correct and proper delivery of Operations Assurance services as specified in the service contracted agreements with Ericsson’s customers. As such, the CSM is fully accountable for delivering Service Level Agreement (SLA) fulfilment and Customer Satisfaction.

The CSM shall be an active contributor in the Sales process, identify new business opportunities and drive Add-on sales.

The CSM is the single point of contact for escalation towards the IoT Service Management Organization.


Job Responsibilities

- Operational Assurance Management

  • Assurance of delivery performance based on the contractual Service Level Agreement, establishment and updating of Working Level Agreements (WLA) & Operational Level Agreements (OLA).
  • Operational governance:
    • SLA/KPI review
    • Reporting
    • Forecasting
    • Improvement actions
    • Feedback



 - Incident Management

  • Perform hierarchical escalation in case of major incidents and act as the single point of contact towards the Customer.
  • Co-ordination of management bridge during major incidents, regular communication up to resolution towards the Customer management organization and alignment into Problem Management.

 - Problem Management

  • Ensure that Problem Management activities are efficiently performed and are supported by the other delivery organizations.
  • Co-ordination of Problem Management reporting, follow-up and alignment with the agreed Governance Model.
  • Co-ordination of Customer approval for solutions to be implemented as part of the Problem Management process.
  • Tracking and follow-up of external Root Cause Actions (RCA) to be resolved.

- Preventive Maintenance

  • Secure that the preventive maintenance plan covers Customer requirements and ensure Customer approval when necessary.
  • Ensure that impacts due to forecasted periodic maintenance are reported and agreed with the customer.

- Service Delivery Efficiency

  • Continuous drive for efficiency, improvements in automation and overall excellence in Service delivery.
  • Alignment and approval to support improvement plans requiring multi-delivery units.


- Introduction of new Services, Features, Functionality

  • Working with the solutions/sales/business development teams for scoping and costing proposals and requirement handling.
  • Support in defining the necessary processes for the new introduction of a service for the new Customer.
  • Work closely with other units to define KPIs and SLAs associated to the new Service.


- Process Management

  • Maintain and update inter-working processes both internally and Customer focused e.g. Emergency handling, Procedure manual etc.
  • Work closely with IoT Process Owners to secure process improvements.
  • Work closely with Service Management organization to secure the right competence and dimensioning for upcoming projects.
  • Ensure all relevant information is communicated proactively to the Customer.
  • Ensure exit criteria fulfilled at transition “handover process” from Project to Operations organization.
  • Follow-up on process improvements as a result of RCA analysis or escalation actions.      


- Program Management

  • Program management for the delivery of customer-specific projects for the designated customer(s).
  • Project Governance – stakeholder in all tollgate decisions for projects for the designated customer(s).
  • Ensure entry (Tollgate 2) and exit criteria/handover (TG4) are met by CPMs delivering towards the designated customer/s


 - Financial Management

  • Service Contract invoicing procedures according to relevant local conditions.
  • Revise budget/costs if SLA is changed.
  • Reporting both towards corresponding Customer interface, as well as IoT SM Head and Product Management



Other Responsibilities


  • Coach/mentor new CSMs in relevant IoT SM ways-of-working.
  • Secure support of Customer segment business
  • Assist in innovating, developing, and driving best-practice delivery and assurance governance processes for IoT SM business
  • Co-ordination of Customer Satisfaction Surveys, Customer Experience Management measurements, or similar.
  • Provide support to Market Areas & Customer Units


 Key Qualifications

 - Education

  • MSC, MBA or equivalent through experience


- Industry experience

  • 5+ years’ experience in a Web Service or similar Operation role
  • 5+ years’ experience in Finance / Contracts / Commercials or similar
  • Hands-on Customer experience
  • ICT/Telecommunication Solution knowledge
  • Cloud and Managed Service Delivery & Operations experience


- Job role competence

  • Operations Delivery Management
  • Incident Management
  • Problem Management
  • Preventive Maintenance
  • Service Delivery Efficiency


- Ericsson wide knowledge and skills

  • MSTOP/ITIL knowledge
  • Financial Acumen
  • Knowledge sharing & Collaboration skills
  • Ericsson Business Processes


Additional skill requirements

  • Effective Leadership
  • Customer Relationship Management & Focus
  • Strong Influencer
  • Results Driven
  • Entrepreneurial Thinking
  • Proven Relationship Management