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Overall purpose:
To secure delivery for the functions of Network Performance Management within the entire delivery machinery (onshore and offshore) as per Managed Services contract
Role Brief
This role is a senior role and resides in Leadership Team for MTN Group IN Managed Services contract. Reports in to Managed Services COO for the group and would be accountable for end to end Operational Performance deliverable & initiatives for Nigeria operations.
Deliverables
• KPI Fulfillment
• SLA fulfillment
• Customer Satisfaction Indices Management
• Employee Satisfaction indices management
• MTN Group level reporting - Implement Reporting mechanisms on to showcase various dimensions (Network and Operations) of Performance levels of Managed Services contract
• Agreement and alignment on Performance reporting structure and mechanism with MTN Group and Local Opcos
• Tracking and analytics
• Competence Development Strategy and Implementation
• Improvement projects – Operations
• Develop mechanisms for Data Analytics to enable decision making
Responsibilities
• Take Operational decisions to improve performance
• Set strategic direction and follow-up with Managed Services COO teams in OPCO for improvement of reward/penalties
• Create Operational strategy and align with customer
• Responsible for Region Sub Saharan Africa wide delivery of MS KPIs Reporting for Active Managed Services Contract along with the Ops Assurance head/heads
• Responsible for aligning the offshored Performance Management service elements and secure Work Level Agreements fulfillment towards Global Service Center
• Issue guidelines & support Opco teams in Performance Management area
• Set tools and processes strategy for the MS operations
• Budget owner for Global Service Center process, tools and new tools introduction
• Governance owner for Region Sub Saharan Africa level review towards MTN & Global Service Center
• Support implementation of the Work Level Agreements and measure the compliance for different OPCOs
• Drive Competence Development and Certification for the Managed Services teams
• Ensure customer satisfaction on Managed Services activities and on critical measurements
• Support Contract Management for Reconciliation, KPI, re-negotiation and other matters.
5 Requirements
• Good knowledge of Ericson Charging Systems Operations & Maintenance and Optimization
• Knowledge of Ericsson network solution product portfolio including Network Management Systems -BSS, Business Objects and Eniq
• 15-20 years of Service delivery experience in Telecom, IT industry
• Excellent command of English language, presentation and communication skills
• Able to work and co-ordinate between teams, which are remotely located
• Should be able to travel for meetings and discussions if required
• Extensive Leadership skills cutting across multicultural environment and multiple domains
• Team Player
Interfaces
• MTN Group CTO (s), Group Managers & Governance Organization
• Managed services – Operations Assurance, Projects
• Managed Services COOs (OPCO)
• Global Service Center -Ops and NE Managed Services teams and PQM
• CU Head / Key Account Mangers
• Contract Management
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Ericsson complies with applicable country, state and all local laws governing nondiscrimination in employment in every location across the world in which the company has facilities. In addition, Ericsson supports the UN Guiding Principles for Business and Human Rights and the United Nations Global Compact.
This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, training and development.
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Primary country and city: Nigeria (NG) || Lagos || Lagos || ServEng
Job Segment: Telecom, Telecommunications, Manager, Operations Manager, Technology, Management, Operation
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