Job Title: Service Delivery Manager
Job ID: 00049336
Location: Lagos, Nigeria
Company: Ericsson
RESPONSIBILITIES: – Manage warranty and SLA by ensuring (through ELS and third parties) that all services are delivered according to contractual commitments and are within the contractual scope. – Provide feedback on delivery performance to the delivery organization and the account. – Present maintenance releases to customer and ensure implementation (deployment) of software updates in the System. – Manage warranty and service contracts from cost point of view (responsible for cost forecasting, follow up on actual costs versus budget costs) to ensure that agreed profitability is achieved. – Manage the customer's expectations and perception of Ericsson´s delivery of the SLA in order to ensure excellent Customer Satisfaction. – Ensure agreed processes and work instructions are implemented and used by the customer and in Ericsson's support organisation. – Ensure that proper criteria, directives and business sense is applied when project results is handed to service organization in accordance with PROPS-C methodology. – Follow up sales leads with Key Account Manager (KAM) to increase the customer support business and customer satisfaction. – Ensure that escalation procedure is followed and that expectations and perceptions of customer are at all times managed in a professional manner.
MAIN ACTIVITIES:
1. PERFORMANCE MANAGEMENT
2. CUSTOMER HANDLING
3. SERVICE DELIVERY
4. ESCALATION
INTERFACES TO:
a. Customer
b. Key Account Manager
c. Core-3 account team
d. CS Manager
e. RPCM
f. CNS team
g. EDM
h. Project Managers
i. HW SCOC in case of HWS
j. 3PP suppliers when applicable
EXPERIENCE:
At least 6-8 years of experience in a service delivery management / team leader role.
Has excellent buisness management skills.
COMPETENCIES: – Financial / Customer handling skills will be more important in selection process than technical skills. – Advanced skills in managing SLAs – Understanding portfolio and relationship to service delivery and being able to handle situations when customer demands services outside scope of contract. – Good leadership & communication capabilities. – Adequate degree in business and telecommunications. – Very good knowledge and understanding of applicable parts of Ericsson´s services product portfolio and delivery processes. – Good knowledge of products and systems in the customer's network. – Good knowledge and understanding of the customer's business situation. – Good understanding of operator processes – Excellent Customer Relationship Management skills. – Fluency in English. – Adequate financial and business skills – Negotiation skills
HOW TO APPLY:
• Visit this link: Ericsson – Search Job Openings (https://tas-ericsson.taleo.net/careersection/2/jobdetail.ftl)
• Use the 'Job Number' quoted above to search for the position.
• Click on the job title for more information and application link.
Deadline: January 10, 2012.
Service Delivery Manager Job (http://www.jobnavy.com/job/632/service-delivery-manager-job-at-ericsson-nigeria/)