MSIP IT Head of Operation Assurance

Job description / Role

- End-to-End responsible for Financial and Service Delivery performance of the contract.
- Accountable for the managed services contract profitability, customer satisfaction and fulfilment of the contract.
- Demand activities, coordinate contract’s execution and secure the performance and quality output from all service delivery units involved on the contract delivery for specific Customer.
- Responsible for establishing WLA with the operations delivery areas and ensuring that all operational interfaces with the customer are established and functional.
- Secure external OLAs between any delivery organization and the customer for any required activity are signed and correctly managed.
- Manage internal delivery of units, ensure contractual SLA and KPI fulfillment.
- Ensure operation delivery units (GSC and other internal units) are fulfilling contracted WLA and secure escalation in case of deviations.
- Serve as the primary escalation point for critical incidents and escalations, directly interfacing customer CIO.
- Customer requirement analysis, identify add-on sales opportunities and avoid over-delivery.
- Design and drive operational efficiency and financial improvement programs.
- Secure the fulfillment of the original business case of the contract, seeking to improve constantly the Margins and Sales Volume.
- Constantly capture changing Customer needs and priorities, evolve Customer Solution and align Contract and Delivery Solution accordingly.
- Manage and develop the customer relationship on the specific contract.
- Manage the customer interface with respect of all service delivery to customer, ensuring all services are delivered according to contractual obligations and requirements.
- Periodically assess customer satisfaction, identifying potential issues, determining actions to improve customer satisfaction and secure their implementation.
- Achieve a high level of Customer Satisfaction by decisively adding value to its business needs.
- Manage the MSIP organization staff, securing fulfillment of the improvement objectives and responsibilities.
- Ensure commercial scope management thru a proper Change Control Procedure.
- Ensure the correct flow of invoices and payments associated to the specific customer.
- Support KAM organization in contractual renegotiation or pre-sales/add-on sales for the specific customer. Strategic planning for contract retention.
- Responsible to drive or participate on the required correspondence as part of the MSIP Governance Model. Secure Governance Model full implementation and execution for the specific Customer.
- Secure periodic reporting towards Customer and internal stakeholders related to Contractual, Operational and Financial performance

Requirements

- Bachelors/Masters Degree in Telecommunications. MBA is an advantage
- 10-15 years of experience preferably familiar with Ericsson processes/procedures and good internal contact network.
- Ability to work on senior management level.

Skills and Competencies

Technical
- A profound overview of different technical areas in telecom, datacom and can quickly acquire new knowledge and digest new information.
- Knowledge of Ericsson's organisation, products and services.

Business
- Understands and analyses complex issues or problems, both current and potential, in order to identify the most appropriate solutions.
- Uses strategic vision to define priorities and plan time, budget and resources realistically to achieve business objectives.
- Strong willed and excellent negotiation skills
- Adherence to Code of Ethics and our Core values

Human
- Excellent interpersonal and presentation skills
- Driven and self-starter, ability to push supporting functions to be able to deliver as to Ericsson commitment levels
- Diplomacy and task-oriented, getting the right balance

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.