Service Reliability Lead (Operations)

As MSCLT Service Reliability lead - Operations, you are accountable for managing Operations Delivery Management, the financial & operational performance, the contracted Service Level Agreement (SLA) fulfillment, customer satisfaction and serve as the primary escalation point for critical incident, Delivery Operations escalations, performance reporting towards the customer & responsible to manage the applicable Working Level Agreements (WLA) /Operational Level Agreements (OLA) with delivery organizations.

As MSCLT Service Reliability lead you will report to the MSCOO (Managed Service Chief Operating Officer) and you will belong to his MSCLT team.

Your primary interfaces are MSCOO, MSCLT team, Network Operation Center (NOC), Telenet Delivery Manager, Telenet Engineering, Customer Project Manager’s (CPM), Contract manager

This role is based in Brussels office.

The Candidate is requested to participate in an On-Call incident schedule (1 week/month), representing the MSCLT role On Duty (outside business hours), based on a rotating schedule among other colleagues.

Responsibilities and tasks

• Accountable for Operational Management Delivery (end-to-end operations activities)
• Responsible for framing scoping (supported by the technical teams for input), reacting & negotiation of offerings towards the customer.
• Prime (escalation) interface to the customer for Operations and NOC delivery, acting with high customer intimacy and expert advising mode
• Perform hierarchical escalation in case of critical (or optionally major) incidents and act as the main interface to the customer. Responsible for coordinating the Incident Management status customer reporting meetings as part of the MS Governance Model.
• Initiate and coordinate the management bridge during critical (or optionally major) incidents, reporting the resolution status to the customer management organization.
• Secure that incident & problem management activities are efficiently performed and supported
• Coordinate the Customer Operations meetings, Continuous Service Improvement & Problem management meetings, projects & status reporting with the customer
• Present Operations (NOC) in the monthly Performance meeting
• Coordinate the Internal Operations & Project meetings & status reporting. Responsible for projects Handover to operations acceptance.
• Tracking and governance of each contract deliverable securing contractual fulfilment and eliminating risks, proactive follow-up of action points
• Early capturing changing customer strategy, needs and priorities, avoid scope creep/over-delivery of services and turning them in add-on sales opportunities
• Manage customer late / incorrect delivery to ensure alignment with agreed delivery framework and minimize overhead / rework on delivery teams.
• To achieve a high level of Customer satisfaction by e.g. proactively detecting customer business requirements and adding value to its business needs.
• Manage customer business priorities within Ericsson to ensure best outcomes are achieved.
• Financial management: business case compliance inclusive resource dimensioning, budgeting, forecasting & reporting, PO & Invoice management, update WLA and OLA’s with Delivery organizations
• Technical & Financial dashboarding/reporting
• Continuously drive for efficiency, service improvements, digitalization, automation, innovation towards excellence in service delivery
• Drive Operational and financial improvement programs
• Accountable to align the projects program planning of daily operations work with project activities (together with the CPM and supplier), forecast temporary resource needs and manage priority settings
• Supplier management as domain expert:
  • Operational Ownership of the Suppliers relationship
  • Management of Purchase Order creation, Good Receipt and invoicing
  • Act as first point of contact (& escalation) with Suppliers
  • tracking and governance of each contract deliverable securing contractual fulfilment, KPI and eliminating risks
  • ensure cascading of contract content and secure that teams are delivering the required input for timely and correctly governing & steering suppliers
  • Work closely with Sourcing and ASP management to continuously optimize Ericsson 3rd Party contracts.
  • perform & document governance meetings for each of the 3rd parties & ASP (supported by ASP manager)
  • Track and manage the financial position of each contract versus delivery
  • Write price requests/ Request For Quotation’s (RFQ) for preventive, corrective and project works
  • Secure quality audits on 3rd Party Suppliers
• Support new business opportunities in collaboration with Sales, MSCLT, Sourcing and ASP management

Knowledge areas

• strong Customer orientation with excellent understanding of Service Providers’ / Operators’ business requirements
• 15+ years broad expertise in Optimization domain, eager to stay on top of the technological evolution
• Strong experience in financial management
• Strong understanding of Network Operations processes is a must.
• Good understanding of regulations, policies and procedures.
• Strong written and verbal communication skills, good level of interpersonal and negotiation skills. Be fluent in English in speaking, reading and writing. Understanding of Dutch or French written and oral work instructions is desirable.
• Has excellent knowledge of Microsoft – Excel – Outlook –Word
• Take the GIAP assessment for Solution Architect and get certified within 2 year time frame

Functional Skills

• You are strong independent overseeing and managing your operations, as delegation from MSCOO
• You are strong in managing abroad Operations & Network Operations Center (NOC) colleagues
• You are well structured and stress resistant in crisis & conflicts
• You are analytical to solve complex challenges, capable of preparing & presenting comprehensive & synthetic presentations towards customer & management
• You are a Team player, persuasive and influencing
• You are strong customer focused and emphatic listener
• You are a strong communicator both verbally as in writing
• You are decisive, result oriented, show initiative, have a sense of Ownership and drive action & progress and commercial thinking
• You have the strong ability to mediate between people, teams & stakeholders and are able to provide guidance & direction

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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