Managed Service Delivery Manager

Overview

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• Responsible to drive operational and financial performance in accordance with the WLA, covering both service delivery performance and customer's infrastructure performance.
• Responsible to secure that the quality and cost of the services delivered by the SDU are in accordance with the expected levels agreed through WLA for MS Network.
• Build trust with the MSCLT, focus on productivity and efficiency of global deliveries. Build strong collaboration and team-spirit across the delivery teams to enable performance towards overall account targets. Develop and maintain excellent relationships with both internal and external customers.
• Ensure optimal team dimensioning with respect to the scope of delivery.
• Responsible for Operational Management: Ensure that the Service Delivered by the Operations teams is compliant as per the contractual SLAs and drive Operational Excellence end to end. Monitor and report on the operational and financial performance of the Service Delivery Unit for a specific customer.
• Responsible for Internal Governance for MS Contracts to monitor that costs booked to a contract are in-line with WLA and delivery performance is meeting required WLA targets. Report to MSCLT on the operational performance and infrastructure KPI, according to the report requirements stated on the local or global WLA.
• Responsible for Contract Transformation & Handover: Operational preparedness for the new contracts / Change request for running contracts. Manage the hand-over of resources, services and activities to the global delivery unit to fulfill or expand the WLA scope, securing the availability of the required capacity and the operational readiness of global delivery organization.
• Ensure the delivery units are working in complete alignment with MS EOE processes and Ericsson standard tools (including MSDP).
• Drive Service Delivery Efficiency programs (SDE) through implementation of automations.
• Initiate and drive improvement plans to correct operational or financial performance deviations towards the global benchmark and targets.
• Identify delivery performance quality of Customer network, initiate and drive solutions from Ericsson Product Catalog which generate add on sales (i.e. patches, upgrades, new solutions).
• Identify delivery performance issues related to current scope of delivery (i.e. increase Service Functions, Service Elements, Tools and Processes) and address them in the governance with the MSCLT.
• What you will bring:

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• Proven experience in operational delivery and account management, with responsibility for SLAs and WLAs.
• Strong capability to manage virtual teams in a metrics-driven organization and to drive productivity and efficiency of global deliveries.
• Experience in monitoring and reporting operational and financial performance, and in ensuring services comply with contractual SLAs.
• Ability to build and maintain strong internal and external stakeholder relationships and to act as an extension of account management.
• Practical experience with contract transformation, handover and operational preparedness for new or changed contracts.
• Familiarity with governance of contract costs and delivery performance against WLA targets.
• Experience driving improvement plans and service delivery efficiency programs, including automation initiatives.
• Commercial awareness to identify and propose solutions from product catalogs that generate add-on sales.
• Strong problem-solving skills to identify delivery performance issues and address them through governance and operational changes.
• **Why join Ericsson?**At Ericsson, you´ll have an outstanding opportunity.
• The chance to use your skills and imagination to push the boundaries of what´s possible.
• To build solutions never seen before to some of the world’s toughest problems.
• You´ll be challenged, but you won’t be alone.
• You´ll be joining a team of diverse innovators, all driven to go beyond the status quo to craft what comes next.
• **What happens once you apply?**Click Here to find all you need to know about what our typical hiring process looks like.Encouraging a diverse and inclusive organization is core to our values at Ericsson, that's why we champion it in everything we do.
• We truly believe that by collaborating with people with different experiences we drive innovation, which is essential for our future growth.
• We encourage people from all backgrounds to apply and realize their full potential as part of our Ericsson team.
• Ericsson is proud to be an Equal Opportunity Employer. learn more.
• **Primary country and city:** Saudi Arabia (SA) \|\| Riyadh