Head of Service Reliability, Ericsson, Riyadh, KSA

This job is OPEN to APPLY for ALL Nationalities, unless otherwise specified.

We are looking for a member to be part of our Managed Services team! As a part of our Operations team, you will play a key role in leading the delivery of services and resources on our “live” customer network.

 

What you will do:

 

•    Be responsible  for a team who should be available 24 x 7 for Severity Incidents.
•    Act as a SPOC for Customer for any issues and partner concern related to daily operations.
•    Ensure SLAs/critical metrics sign off every month (as per contract).
•    Ensure overall management and operations of the customers’ network within defined service delivery specifications, targeting Service Level Agreement (SLA) fulfilment according to contractual agreement.
•    Manage the relationship at different levels of interfaces with the customer, ensuring customer satisfaction.
•    Be responsible for the well-being of all staff in terms of their working environment and conditions of employment.
•    To be able to deliver high operational & cost efficiencies.
•    Conduct or participate in recruitment interviews for selection of personnel.
•    Responsible for competence development activities required for efficient service delivery.
•    Ensure the Managed Services  organization is always adequately staffed with the required competence levels.
•    To manage / monitor risk and support preventive/corrective actions required.
•    To manage / monitor and support achieving the targets for project profitability and billability.
•    Provide the Managed Services stakeholders (Customer & Ericsson) with performance reports on a scheduled/regular basis.
•    Attend management meetings and represent the Managed Services operations and coordinate with other units in the Market Area and within the customer organization.
•    Be responsible for OLA/WLA with internal stakeholders and suppliers.
The skills you bring:

•    Degree in Telecommunication engineering or equivalent
•    Have a minimum 10 years of experience in managing large Telco Network operations

 

Core Competences


 
•    Strong knowledge of Telecommunication (Ericsson RAN, IMS, 5G, Circuit & Packet Core, Charging System)
•    ITIL
•    ITSM Processes
•    AI/ML & RBA/RPA Automation
•    Support Desk / End User Support
•    Continual Service Improvement (CSI)
•    Efficiency improvement management
•    Analyzing
•    Deciding and initiating action
•    Entrepreneurial and commercial thinking
•    Persuading and influencing
•    Relating and networking


 
Professional/technical competence


 
•    Excellent Telecom product knowledge
•    Excellent knowledge of Packet Core, Circuit Core and IMS products
•    Highly developed knowledge in  ITIL
•    Highly developed Ericsson services & support knowledge
•    Strong leadership background
•    Act as mentor for the team
•    Lead by example
•    Analyzing
•    Entrepreneurial thinking


 
Business competence


 
•    Exceptional knowledge and skills in business understanding
•    Excellent financial understanding
•    Exceptional English language
•    Good usage of IS/IT
•    Good Ericsson knowledge is an advantage


 
Human competence


 
•    Seasoned leadership knowledge and skills, specifically to be business manager, innovator, competence developer and relationship builder
•    Advanced communication knowledge and skills, including presentation, interpersonal and influencing skills
•    Highly developed customer management and skills, including relationship building

 

Preference
•    Based on Riyadh – Saudi Arabia
 

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

Req ID: 760467

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