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Service Delivery Line Manager

Job Description

Date: Dec 31, 2019
  1. Purpose of the Role

 

The purpose of this document is to explain the role of the BMAS Service Delivery

Applications and Platforms (SD A&P) MSDP Operations - Application Operations Manager (AOM), describing the responsibilities within the SD Applications and Platforms Operations unit.

  1. Applications Operations Manager Role

 

The AOM shall take ownership of the MSDP user/customer relationship and is responsible for ensuring the correct and proper delivery of MSDP Operations services to ensure user satisfaction.

 

The AOM reports to the MSDP Operations Manager for the specific product area, and is accountable for delivering Service Level Agreement (SLA) fulfilment and overall Operational delivery performance.

 

The AOM is the prime liaison between Solution Development, Delivery &

Deployment and Operations units. This is to ensure Operational readiness for

new/upgraded solution releases and specific customer deployments.

 

 

 

 

The AOM role includes:

  • Being the prime point of contact for MSDP user/customer community for any Operational concerns and feedback
  • Driving dedicated application performance key indicators
  • Driving performance and quality improvements within the AOM own Operations team and responsible solution area
  • Monitoring and taking actions on vendor delivery performance (if needed, together with the Operations manager and/or other MSDP stakeholders)
  • Overall responsible to authorize all changes to the production system
  • Take line management responsibility and accountability for the MSDP Operations back office L2 team.
  1. Applications Operations Manager Responsibility

The AOM is responsible to:

 

  • Ensure that user requirements, interests and views are channeled to
    relevant MSDP stakeholders and Product owners
     
  • Effectively drive communication towards users/customers for MSDP end to end service solution, including Change notifications, known issues and good to know information
     
  • Perform/present weekly and monthly performance report analysis or as per required by stakeholders (such as Pareto analysis, ticket volume trend, product/customer/incident cause trend analysis etc.)
     
  • Assist and facilitate the Incident Recovery Team during outages as the first level of escalation within the Incident Management process
     
  • Drive Operational SLA fulfilment by regularly reviewing incidents with Operations team and facilitate timely restoration of services
     
  • Work closely with Operations team to prioritize work that needs to be done against the capacity and capability of the team
     
  • Drive and manage regular performance reviews with application operations (support team), including internal and external suppliers (vendors)

 

 

  • Drive product and service improvements to prevent problems, recurring
    issues and user impacted service interruptions via the Problem Management process
     
  • Ensure technical quality and timeliness of RCAs
     
  • Set-up TR Review Boards with Product Owners to prioritize and drive
    Problem resolution
     
  • Ensure information security by assessing, approving and auditing user
    access via the Access Management process
     
  • Drive Operational Requirements towards Delivery and Deployment (DDM)
    as well as Solution Development Projects
     
  • Work closely with Solution Development projects within the Release
    Management process to secure Operational readiness for new products/solutions and/or releases, ensuring:
     
  • Operational competence requirements are met
     
  • Operational supportability and non-functional requirements are met
     
  • Security requirements have been assessed, verified and compliant
    before going into production by verifying the Operational Requirement
    Readiness and the SD Applications and Platforms Security Assessment Certificate for each solution new release.
     
          • Operational tools, procedures and common functions are ready for handover
             
          • Contract Management and all support agreements are in place
             
        • Cooperate closely with Solution Development to ensure lean, efficient and
          sustainable product release cycle through continuous platform and process
          improvements
           
        • Work closely with Delivery & Deployment projects within the Deployment
          process to secure Operational readiness for new customers.
           
        • Assess, evaluate and provide technical approval for Change Requests as
          per the Change Management process
  • Cross functionally manage the organization staff, securing fulfillment of the area objectives and responsibilities within the mandate granted by the Service Delivery Tools Head of Operation
  • Drive knowledge and competence management within team
  • Develop competence development plan for each product area and soft skills.
     
  1. Main Requirements

 

The AOM role requires:

 

  • Bachelor degree in Electrical/Electronic Engineering, Telecommunications, Computer Science or equivalent experience in a related discipline
  • Effective team management and organizational skills
  • Minimum Requirements for the job Service Delivery Management is 10 years of experience of Service Delivery and 2 years in Line Management

 

  • Fluent in written and spoken English

 

  • Knowledge of SD Applications and Platforms Operations / MSDP processes, tools and competence requirements

 

        • Performance driven & result oriented with strong interpersonal and communication skills

 

        • Leadership and Influencing skills

 

        • Flexible and responsive to changing work patterns and demands

 

        • A thorough and methodical approach to work

 

        • Highly developed skills in knowledge sharing by actively contributing knowledge, experiences and skills to create a learning culture
        • Highly developed Ericsson Knowledge
        • Highly developed analysis skills
        • Highly developed presentation skills
        • Good financial understanding
        • Good understanding of relevant SD Applications and Platforms / MSDP user processes and operational model
           
           
    • References

 

 

 

 

 

 

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: India (IN) || || Noida || Consulting&SysInt; IT; ProdMgt; R&D; SalesStratMkt&ComMgt; ServEng; SharedServ

Req ID: 286135