BO External Line Manager
About this opportunity
The Front Office Team Leader is the appointed responsible for Leading Front Office, Performance monitoring teams which are entitled for Alarms/Performance monitoring and 1st level trouble shooting.
Responsibilities:
Responsible for the overall continuous improvement of the Service throughout its lifecycle. Measuring the continual performance of the service and driving the necessary activities through the delivery flows
Responsible for securing the e2e customer experience of the service together with the Service Owner.
Responsible for securing the continual evolution and optimization of the service. Driving ML, AI and automation of data analytics activities across the Service, including the underpinning resources, applications and infrastructure.
Responsible for the measurement and reporting of the Service towards the customer. This includes the KPI’s, SKPI’s and SLA’s / WLA’s as agreed within the commercial contract.
Responsible for the continual Service Improvement plan of prioritized activities working with the Ericsson Service Delivery teams, the customer and any relevant ASP’s.
Support the Service Operations Governance both internally and with the customer for the Service Performance in the contract, to also include Program & Demand Management.
Perform LM administration tasks and competence development plan for the team.
Prepare the required presentations and case studies .
Job Requirements
Degree within Electrical Engineering / Telecommunication Engineering / Computer Science / Computer Engineering.
At least 5 years of experience in telecom field.
Recommended experience in Managed Service or Service Delivery
Knowledge in Automation/AI/ML is a plus
Knowledge in cloud is a plus
Knowledge in cyber security is a plus
Additional Requirements
Service provider management experience
Resource provider management experience
Strong on team leadership, able to lead large/matrix organization
Excellent communication and social skills.
High Customer Relationship Management skills
Deep understanding of Service delivery process
Process driver, Strategic thinker, Change Maker
Ability to motivate and engage, communicating to empower and develop high performance culture, competence and skills
Delivering results and meeting customer expectations
Financial skills
The Front Office Team Leader is the appointed responsible for Leading Front Office, Performance monitoring teams which are entitled for Alarms/Performance monitoring and 1st level trouble shooting.
Responsibilities:
Responsible for the overall continuous improvement of the Service throughout its lifecycle. Measuring the continual performance of the service and driving the necessary activities through the delivery flows
Responsible for securing the e2e customer experience of the service together with the Service Owner.
Responsible for securing the continual evolution and optimization of the service. Driving ML, AI and automation of data analytics activities across the Service, including the underpinning resources, applications and infrastructure.
Responsible for the measurement and reporting of the Service towards the customer. This includes the KPI’s, SKPI’s and SLA’s / WLA’s as agreed within the commercial contract.
Responsible for the continual Service Improvement plan of prioritized activities working with the Ericsson Service Delivery teams, the customer and any relevant ASP’s.
Support the Service Operations Governance both internally and with the customer for the Service Performance in the contract, to also include Program & Demand Management.
Perform LM administration tasks and competence development plan for the team.
Prepare the required presentations and case studies .
Job Requirements
Degree within Electrical Engineering / Telecommunication Engineering / Computer Science / Computer Engineering.
At least 5 years of experience in telecom field.
Recommended experience in Managed Service or Service Delivery
Knowledge in Automation/AI/ML is a plus
Knowledge in cloud is a plus
Knowledge in cyber security is a plus
Additional Requirements
Service provider management experience
Resource provider management experience
Strong on team leadership, able to lead large/matrix organization
Excellent communication and social skills.
High Customer Relationship Management skills
Deep understanding of Service delivery process
Process driver, Strategic thinker, Change Maker
Ability to motivate and engage, communicating to empower and develop high performance culture, competence and skills
Delivering results and meeting customer expectations
Financial skills