13 September 2016

Head - Performance Management and Operational Excellence Job Placement - Ericsson

Organisation: Ericsson
Duty Station: Kampala, Uganda
Reports to: Managed Services COO

About Ericsson:
Ericsson is a world-leading provider of telecommunications equipment & services to mobile & fixed network operators. Over 1,000 networks in more than 180 countries use Ericsson equipment, & more than 40 percent of the world's mobile traffic passes through Ericsson networks. Using innovation to empower people, business & society, we are working towards the Networked Society, in which everything that can benefit from a connection will have one. At Ericsson, we apply our innovation to market-based solutions that empower people & society to help shape a more sustainable world.

Job Summary: The Head - Performance Management and Operational Excellence will be tasked with securing the delivery of the functions of Network Performance Management and Operations Excellence within the entire delivery machinery (onshore and offshore) as per Managed Services contract. The incumbent will be accountable for end to end Performance Management and Operational excellence deliverable & initiatives. It’s an individual contributor role however would be closely working with Global Service Center India remote delivery center and would hold the functional reporting for Performance Management team based in Global Service Center India

 Key Duties and Responsibilities: 
·         Responsible for Region Sub Saharan Africa wide delivery of Managed Services KPIs Reporting for Active Managed Services Contract along with the local Managed Services-SMEs for the OPOCO(s)
·         In charge of aligning the offshored Performance Management service elements and secure WLA fulfillment towards Global Service Center
·         Set strategic direction and follow-up with Managed Services COO teams in OPCO for improvement of reward/penalties
·         The incumbent will issue guidelines & support Opco teams in Performance Management area
·         Set tools and processes strategy for the Managed Services operations
·         Budget owner for Global Service Center process, tools and new tools introduction
·         Governance SPOC towards the Account on Performance Management (Network and Operations)
·         Governance owner for Region Sub Saharan Africa level review towards Global Service Center
·         Offer support in the implementation of the Work Level Agreements and measure the compliance for different OPCOs
·         Drive Competence Development and Certification for the Managed Services teams
·         Ensure customer satisfaction on Managed Services activities and on critical measurements
·         Regularly track and report progress of critical activities in OPCOs like Weekly exclusions sign-off, Monthly Managed Services sign-offs, Benchmarking etc.
·         Support Contract Management for Reconciliation, KPI, re-negotiation and other matters.

Key Performance Indicators:
·         The Account Group level reporting - Implement Reporting mechanisms on to showcase various dimensions (Network and Operations) of Performance levels of Managed Services contract
·         Agreement and alignment on Performance reporting structure and mechanism with the Account Group and Local Opcos
·         Work Level Agreements fulfillment tracking and analytics
·         Competence Development Strategy and Implementation
·         Customer Satisfaction Indices and Customer Perception Management through Online or F2F surveys
·         Improvement projects – Operations
·         Develop mechanisms for Data Analytics to enable decision making

Qualifications, Skills and Experience:
·         The ideal candidate for the Ericsson Head - Performance Management and Operational Excellence job opportunity should have at least ten to fifteen years of Service delivery experience in Operations & Maintenance and Optimization
·         Expert knowledge of Managed Capacity Contract
·         Expert knowledge of Managed Service contract
·         Good knowledge of Ericson Charging Systems Operations & Maintenance and Optimization
·         Knowledge of Ericsson delivery blue print and offshoring model
·         Working knowledge of Ericsson network solution product portfolio including Network Management Systems -BSS, Business Objects and Eniq
·         Excellent command of English language, presentation and communication skills
·         Able to work and co-ordinate between teams, which are remotely located
·         Should be able to travel for meetings and discussions if required
·         Extensive Leadership skills cutting across multicultural environment and multiple domains
·         Good team player

How to Apply:
If you believe you are one of the ideal candidates for this opportunity in working with the world’s leading provider of telecommunications equipment & services, Ericsson, then visit the web link below for full job details and Apply Online.

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