We are now looking for a Managed Service (MS) Delivery Manager; do you want to join us? In this role, you will secure delivery performance in alignment with the business case and managed service targets. You will be responsible to secure the quality and cost of the services delivered from their delivery unit either global or local in accordance to the expected levels agreed in the Working Level Agreements (WLA) and handle service performance requirements (global benchmark and targets). You will need to understand and act upon the end to end delivery performance even when the delivery is fragmented, thru a proper coordination with a MS Delivery Manager responsible for other parts of the delivery.
- You will lead MS delivery operational and customer satisfaction
- Handle specific Code Red Critical Support for RAN business for level 1 and 2
- You will conduct Operating Level Agreements (OLA) signed with other service delivery units
- Drive operational excellence in field resolution
- You will, also identify delivery trends-possible and providing analysis for automation
- Education: Academic degree, minimum on bachelor level, in engineering (IT, Telecom)
- Minimum years of experience: 5-years’ Customer Support and tier 2 triage resolution
- Domain experience: area of expertise – e.g. RAN, Core, Cloud, BSS, OSS etc.
- Delivering results and meeting customer expectations
- Persuading and influencing with argumentation skills
- Entrepreneurial and commercial thinking
- Relating and networking
- Leading and supervising, have coaching skills
- Market insight, business understanding and Ericsson knowledge
DISCLAIMER: The above statements are intended to describe the general nature and level of work being performed by employees assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required of employees assigned to this position. Therefore employees assigned may be required to perform additional job tasks required by the manager.
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Primary country and city: United States (US) || || Plano || ServEng
Req ID: 293340