Ericsson Overview Ericsson is a world-leading provider of telecommunications equipment and services to mobile and fixed network operators. Over 1,000 networks in more than 180 countries use Ericsson equipment, and more than 40 percent of the world's mobile traffic passes through Ericsson networks. Using innovation to empower people, business and society, we are working towards the Networked Society, in which everything that can benefit from a connection will have one. At Ericsson, we apply our innovation to market-based solutions that empower people and society to help shape a more sustainable world.
We are truly a global company, working across borders in 175 countries, offering a diverse, performance-driven culture and an innovative and engaging environment where employees enhance their potential everyday. Our employees live our vision, core values and guiding principles. They share a passion to win and a high responsiveness to customer needs that in turn makes us a desirable partner to our clients. To ensure professional growth, Ericsson offers a stimulating work experience, continuous learning and growth opportunities that allow you to acquire the knowledge and skills necessary to reach your career goals.
Purpose of the job
The Customer Operation Manager ATT reports to the Head of NMSD CU MCCA and is a member of the CU NMSD MCCA Leadership Team.
The COM ensures that all contractual deliveries are fulfilled towards the customer. You are responsible for ensuring end to end operational performance according to agreed targets. In this role, you will be acting on behalf of CU MCCA NMSD and will specifically aim to ensure that the portfolio is managed and that projects within that portfolio are progressing according to schedule. In the pre-sales phase, you might take on the role as CFR.
The role of COM is to build a strong knowledge of the customer environment and insight to the ongoing Networks and Managed Services portfolio including NRO, NDO, MS and Customer Support, as well as strong internal communication skills to various stakeholders including the KAM, Sourcing and Supply and the wider Service Delivery organization for specific progress and escalation support.
The detailed responsibilities and authorities include:
Communicate and follow up on dependencies between projects
Optimize resource utilization between projects
Manage escalations for the account with appropriate stakeholders
Understand the customers’ business to enable efficient delivery
Ensure that information is shared during pre-sales from dependent ongoing activities
Ensure that lessons learned are shared across different projects for consistent improvements as ONE Ericsson
Ensure any relevant customer support or managed service activities are also considered as project activities
Summarize and present portfolio status to senior stakeholders at both Ericsson and the Customer
Act as a single point of escalation for the Key Account management for deliveries
Conduct senior stakeholder surveys to get feedback on the deliveries
To be aware of special events that may have a potential impact on the ongoing portfolio
Review quality across the entire portfolio and report/summarize the trends and potential impacts to senior management.
Ensure all deliveries for the portfolio are on track
Be an active member of project TG reviews to ensure consistency
Monitor project margins for deviations to agreed business case
Ensure that inventory is managed across projects in line with Ericsson guidelines
Share good practices across all necessary deliveries
Ensure that all projects are planning cost appropriately
Ensure that all projects are adhering to necessary legal guidelines
Highlight quality issues that may affect multiple projects
Monitor SDP decisions on behalf of CU MCCA NMSD
Monitor KPI’s for the SLA’s or the contracts
Clarify and manage customer and stakeholder expectations
Communicate portfolio progress to stakeholders, customer and internal
Resolve conflicts (customer, external)
Joint risk activities with the customer for the portfolio
Develop and manage customer relations to improve customer confidence
Identify business leads
Maintain knowledge about customers
Maintain knowledge about Ericsson product portfolio
Identify pain and gain factors for customer
Understand operations financials and their business drivers
Provide insight to product and service development
Gather business intelligence from subcontractors and
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