responsibilities include...
q Lead a whole Team of Service Delivery Managers and Manage Customer Network Support Groups.q Establishing CS Delivery Organization (teams, competences, tools, back to back agreements….etc.) from Scratch.q Lead big teams of multiple accounts/countries/units to realize synergies across countries and customers while ensuring quality.q Do proper people leadership, & have senior capability in managing/driving change in a large, complex organization.q Do proper forecasting and dimensioning of delivery capacity based on business needs as well as implementation of delivery processes.q Manage SLAs between Customers and Ericsson by ensuring that all services are delivered as contracted.q Provide feedback on delivery performance to the delivery organization within Ericsson.q Ensure implementation (deployment) of software updates for our customer systems/networks.q Manage warranty and service contracts from cost point of view.q Monitor the financial performance of delivered services to ensure that intended cost level is maintained whilst securing SLA fulfillment and customer satisfaction.q Follow up sales leads with Service Account Manager and/or Key Account Manager to increase the CS business.q Ensure agreed processes and work instructions are implemented and used by the customer and Ericsson.q Ensure proper criteria, directives & business sense is applied when project results is handed to service organization.q Ensure that escalation procedure is followed and that expectations are managed in a professional manner.q Effectively translate customer engagement/escalation needs into requirements on delivery and improvement plans.q Manage Regular follow ups with customer Problems and secure timely closure for all their support requestsq Effectively translating customer engagement needs into requirements on delivery and operations
kristian.martin@tanint.com
If interested please send me a resume along with rate expectations
Start Date is ASAP!!!!!
**RECOMMEND A FRIEND FOR THIS ROLE AND IF SUCCESSFUL YOU WILL RECEIVE A £300 REFERRAL FEE**
*terms & conditions apply*
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