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Purpose
The main purpose of the role Managed Services (MS) Ericsson Delivery Manager is to ensure the correct and proper delivery of Managed Services as specified in the Service Level Agreements (SLA) with Ericsson’s customers and Network Operations Centre (NOC) performance is according to MU WLA and/or in line with Customer/MU expectations.
The MS EDM is also the main contact point for calculation of costs of MS deliveries associated with the NOC.
1.1 Process responsibilities
To support operations by executing activities within Management and Control processes.
1.2 Functional responsibilities
- Ensure the correct and proper delivery of Managed Services as specified in the Service Level Agreements (SLA) with Ericsson’s customers. (KPI SLA fulfillment)
- Run Service Evaluation surveys in accordance to Global Services directives. Manage customer expectations and perception in order to secure customer satisfaction. Provide feedback on delivery performance to the delivery organization and other sponsors and ensure that appropriate improvement actions are taken when required (KPI Service Evaluation)
- Monitor the budget performance of delivered services to ensure that intended cost level is maintained whilst securing SLA fulfillment and customer satisfaction.
- Manage warranty and service contracts from cost point of view (responsible for cost forecasting, follow up on actual costs versus budget costs) to ensure that agreed profitability is achieved.
- Ensure escalation procedure is followed and that expectations and perceptions of customer are at all times managed in a professional manner.
- Be the focal point for sales support in cost calculations related to services delivered from the NOC. Being the coordinator for the cost calculations when the NOC is being the central part of an MS delivery involving other MS service deliveries outside the NOC domain.
1.3 Budget
EDM has no direct Budget Responsibility but is responsible for cost monitoring and forecasting; follow up on actual costs versus budget costs to ensure that agreed profitability is achieved.
1.4 Major decisions
Authority
- Initiate and agree improvement actions together with Operations and MU based on relevant statistics and report, e.g., MU satisfaction surveys, MU statistics, MU escalations, SLA performance statistics, MS Service Evaluation surveys.
- Calculate the actual costs to be included in service offers associated with
the NOC as a part of the Core 3 or similar.
Reporting
- To the Operations (Support) Manager, forecast and capacity planning to GSD Delivery Mgmt.
Interfaces to:
- SDM in case of there is a need to have single interface to SDM to overcome distance/culture/language issues for a remote MS delivery.
- The appointed internal customer (demand organization), customer service delivery organization (Customer Interaction Centre, Network Support Group) (acts as SDM in case there is no SDM)
- MU KAM, Contract Manager
- ELS Delivery Manager(s)
- SCOC in case of HWS.
Third party suppliers when applicable
Bachelor of science in Electrical Engineering, Computer Information Systems, or equivalent with minimum of 3-5 years of work experience in service delivery organization.
Good knowledge of reporting tools (i.e. Business Object or equivalent tool)
Good knowledge of DB query programming (i.e. Oracle, Sybase, and so on)
Good communication skills.
Experience of working in a global multicultural environment
Excellent in written and verbal communication skills in English language is a prerequisite.
Strong analytical and organizational skills
Ability to work independently and in a team environment
Ability to work under strong pressure related to scale of business impact
Ericsson is a world-leading provider of telecommunications equipment and related services to mobile and fixed network operators globally. Over 1,000 networks in 140 countries utilize our network equipment and 40 percent of all mobile calls are made through our systems.
We are one of the few companies worldwide that can offer end-to-end solutions for all major mobile communication standards.
Respect, professionalism and perseverance are the values that are the foundation of the Ericsson culture, guiding us in our daily work - how we relate to people and how we do business.
