Job closed
Ref: LP085-878
Job description / Role
- Ensure end-to-end Service Delivery of Customer Problem Management, 1st Level Operations, 2nd Level Operations, Service & Resource Fulfilment and ADM Services.
- Responsible for the coordination, management and ensure execution of Proactive and Reactive Maintenance activities that require a higher level of support.
- Implement and ensure Event Management, Incident Management, Problem Management, Change Management and other MS Operational Processes in compliance and coordination with customer.
- Delivery Performance & Quality Management based on the contractual SLA. Monitor Delivery Performance through MS Governance Model.
- Ensure contractual KPI fulfilment and Performance Reporting to the customer organization.
- Perform hierarchical escalation of critical/major incidents and act as the primary interface towards the customer.
- Continuously drive operational productivity and efficiency improvements, automation and excellence in service delivery. Approve and monitor operational performance improvement plans.
- Manage customer business priorities within scope to ensure best outcomes are achieved.
- Support MSIP Contract Management on KPI Achievement and Penalty Claim verification.
- Ensure that impacts due to forecasted periodic maintenance is reported and agreed with the customer.
- Coordinate the operational interface between other operational delivery units and the customer’s retained organization (ex. Customer care center) as required to fulfil the SLA.
- Establish and ensure adherence to OLA (Operational Level Agreements) internally and with customer organization units.
- Ensure operational readiness and resource management for new service integration within customer’s network and infrastructure.
- Ensure Performance Reporting on Event Management, Incident Management, Problem Management and Change Management through MS Governance Model.
- Align forecasted customer business goals with service delivery assurance SLA and KPI. Ensure team awareness and adherence to contractual SLA and KPI.
- Close interaction with the MSIP for the specific customer and the RDM for the region as well as with the GSC organization
Requirements
- 7-10 years of Charging Systems experience with Management skills on similar role
About the Company
Saudi Networkers Services, incorporated in 2001 with an aim to provide the world class business and consulting services through a combination of market insight, technical excellence and unrivalled agile methodology.
Our success stems from building strong relationships and trusted partners, which enabled us delivering exceptional services to public sector, as well as some world's leading organizations, in Telecommunication, Information Technology, Cyber Security, Banking, Energy, Utilities and various other industry arenas.
We collaborate closely, ideate that how the work gets done, while working alongside businesses to collaborate on growth and applying breakthrough innovations, that drive exponential impact, managed by teams specialized in their assigned industry sectors.