Service Owner - Massy, France - Ericsson

Ericsson

Entreprise vérifiée

Massy, France

il y a 2 semaines

Posté par:

Sophie Dupont

beBee Recruiter

Description

We are looking for a member to be part of our Managed Services team

As a part of our MSIP Operation Assurance team, you will play a key role in managing the financial and operational and delivery performance of the Operations Assurance assignments within a Managed Services Deal.

Based on our customer's network specifics (mainly ran access network), you will be responsible to manage the applicable Work level agreements (WLAs) and Operational Level Agreements (OLAs) with delivery organizations, manage the delivery of operations, ensuring that operations delivery is fulfilling the contracted Service Level Agreement (SLA) and to serve as the primary escalation point for critical incident, escalations, and performance reporting towards the customer.

Responsibilities & Tasks

Operational Management for the endtoend operations activities delivery (1st & 2nd line operations, Customer Problem Management, Incident Management, Fault management and Change management) towards the specific customer.
Based on the contractual SLA, establishes the WLA between the MSIP and the operations delivery units, and manage the operations activities delivery performance
Manage customer networks performance reporting to the customer based on the operational reports
Coordinate and facilitate the operational interface between operational delivery units and the customer's organization
Responsible for driving continuous service improvement in contractual KPI
Responsible for coordinating the Incident Management (hierarchical escalation, main interface to the customer, reporting on resolution status)
Secure Problem Management activities are efficiently performed (coordination, reporting, customer approval for problem solutions when needed)
Continuously drive for efficiency, improvements automation and excellence in service delivery

Position Qualifications

Core Competences:

Delivering Results & Meeting Customer Expectations
Change management, Problem Management, Incident Management, Fault management
Efficiency improvement management
Analyzing
Persuading & Influencing
Deciding & Initiating Action
Entrepreneurial & Commercial Thinking
Relating & Networking
Knowledge of french operator network and tools
Fluent in French
AND English is mandatory

Encouraging a diverse and inclusive organization is core to our values at Ericsson, that's why we champion it in everything we do.

Ericsson is proud to be an Equal Opportunity and Affirmative Action employer, learn more.

Primary country and city:
France (FR) || France : Île-de-France : Massy Palaiseau

Req ID: 739091