Continuous Service Improvement – Managed Service Delivery Manager

Job description

The MSDM (Managed Service Delivery Manager) role is a cross functional delivery owner, with ownership of key responsibilities which require delivery across multiple competences, and delivery organisations (including onshore and offshore). The MSDM is highly customer facing, and requires intimacy with customer strategy and priorities, as well as proactive in order to support the delivery of the Operate UK SL Strategy.

MSDMs are expected to be able to quickly identify a critical demand, identify and form the best and most efficient team in order to action and plan to fulfil that demand, whilst moving those deliverables into a BAU flow which can be adopted and managed with minimal operational overhead.

The CSI MSDM is accountable for the cross functional delivery of the CSI service, proactive and reactive, towards the managed service contracts within the mobile environment operated by UK Operate.

Key tasks and Responsibilities

• Accountable for the overall delivery of the CSI service and function for key managed service accounts (MBNL and EE ESN) ensuring effective planning, tracking, reporting and management of all streams.
• Accountable and responsible for the development, improvement and fulfilment of the CSI strategy ensuring its alignment with the overall managed services delivery within UK Operate.

• Accountable for maintaining and developing effective business relationships with key customers and stakeholders (Internal and external) ensuring clear processes are in place to manage CSI activities in line with business and customer benefits.

• Accountable for driving and maintaining CSI principles and culture within UK Operate working closely with managers in the GSC (Global Resource centre) to ensure this extends into all delivery units operating on the UK mobile contracts.

• Accountable for the development of business cases demonstrating the value add to the customer and or Ericsson providing the necessary support to sales and Managed Service contract owner(s) in customer and stakeholder engagement.
• Responsible for ensuring CSI methodology, principles and process are applied during transitioning of new services and networks in to UK Operate.
• Responsible for identification of new CSI streams and add-on sale opportunities and solutions in conjunction with other MSDM’s, service delivery unit’s and technical teams.

• Responsible for establishing and maintaining links into the global and regional organisation and other CSI owners ensuring adoption and sharing of best practice.

• Responsible for providing necessary support to other MSDM’s acting as a buddy to cover key activities or assuming ownership of specific streams of work.

Technical Competencies (Essential and Desirable)

• Experience working within a customer lead environment with ability to manage customer expectations and build/maintain key relationships.
• Good level of understanding of modern communications networks and services
• Proven experience in driving and owning service improvement and cost reduction
• Proficient in ITIL CSI service lifecycle

• Good understanding of ITIL incident, problem, change, and service introduction principles and practices.
• Good understanding of Six Sigma framework

• Ability to use database/spreadsheet applications to manipulate data and reports to support ongoing analysis and present conclusions

Key personal traits

• Able to lead a diverse team of technical experts by example, adapting leadership style to best

  meet scenarios and individuals

• Excellent communication and relationship management skills with ability to lead/steer decision

  making process

• Strong and confident team player/leader (formal and virtual teams), able to question ideas and

  conclusions to refine and improve. –

• Naturally comfortable taking ownership, driving teams and activities end to end, deciding and

  initiating actions and holding people to account in the delivery of action plans.

• Analytical and strong problem-solving skills, with thorough attention to detail.

• Target focussed with exceptional planning skills.

• Passionate and persistent when working towards challenging objectives, able to insight motivation and drive in others

• Self-driven and proactive approach, looking beyond the immediate incident and seeing the bigger problem, developing team members to share the same perspective

• Acts and behaves with integrity and honesty, whilst remaining firm and determined towards the delivery of given objectives

Education

• HNC/HND within Electrical Engineering, Telecommunication Engineering, Computer Science, Computer Engineering or equivalent

• Proven level of experience in Operation & Maintenance, implementation, integration, operations, support or testing environment.

• LI-POST

Ericsson provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, sexual orientation, marital status, pregnancy, parental status, national origin, ethnic background, age, disability, political opinion, social status, veteran status, union membership or genetics.

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.

Ericsson expressly prohibits any form of workplace harassment based on race, color, religion, sex, sexual orientation, marital status, pregnancy, parental status, national origin, ethnic background, age, disability, political opinion, social status, veteran status, union membership or genetic information.

Hiring Manager: David Riddle
Job details: Job Stage 6