Job expirat
General:
- The main purpose of the role 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 and according to MU WLA and/or in line with Customer/MU expectations;
- The EDM is also the main contact point for calculation of costs of Managed Services deliveries associated with the NOC;
Responsabilities:
- Ensures the correct and proper delivery of Managed Services as specified in the Service Level Agreements (SLA) with Ericsson’s customers. (KPI SLA fulfilment)
- 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 fulfilment 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.
- 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.
Technical
- Data/Telecom Services delivery business understanding
- Knowledge of 3G, RAN, Core network, applications and services, ITIL and service management best practice;
- Financial understanding
- Good knowledge of Microsoft products (Word, Excel, Outlook, PowerPoint, Access)
Education
- University degree
Others
- Fluent English (spoken and written)
- Customer focused
- Meticulous nature with a high attention to detail
- Good analytical skills
- Ability to show initiative to resolve issues
Intelligent Solutions Services SRL (IntelSol) is a Romanian company focused exclusively on providing IT & Telecom recruitment services and staffing for multinationals and niche companies.
We are recruiting specialists for our client – ERICSSON – the largest mobile networks equipment supplier world wide.
For a more efficient CVs selection process, please, send CVs in Word format at cv@jobsinbucharest.ro indicating the desired position in Subject. Applications here - at BJ - are fine too.