Ericsson Nigeria Is Recruiting Service Delivery Manager In Nigeria December,2011
Employment Nigeria
01-Jan-1970
NIGERIA , NIGERIA ,
[THIS JOB HAS BEEN MODIFIED AFTER ITS FIRST POST!!!]Ericsson Nigeria Job Vacancy
Job title: Service Delivery Manager
Job ID-00048395
RESPONSIBILITIES:
- 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.
- The SDM shall ensure that the Recovery Leader and the Recovery Team are informed of local market circumstances and commercial realities as well as of recent or ongoing actions that may impact system recovery.
- 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.
JOB DESCRIPTION:
- 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.
- Full responsibility to ensure that NetQB and ISP data is collected as well as reported into the NetQB and ISP tool respectively with assistance of Local Performance and Configuration Management (LPCM) and/or Customer Network Support (CNS).
- Keep the Procedures Manual (system support, hardware support, solution support) updated and secure that its hard copy is signed off by the customer. The Procedures Manual should be available on e-business portal.
- The SDM shall act as a Task Manager for the CNS team.
- Regularly follow up with customer CSRs with status FA provided or FO “Follow up” in order to secure timely closure.
- Subscribe to and manage GOLS information relevant to the SDM’s customer/s.
- Secure that Incident Reporting (IPP) is performed according to Service Level Agreement after emergencies.
JOB FUNCTION:
- PERFORMANCE MANAGEMENT
- CUSTOMER HANDLING
- SERVICE DELIVERY
- ESCALATION
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
Primary Location MZ-Maputo-Maputo
Other Locations CM-Yaounde-Yaounde,
1.GH-Accra-Accra
2.NG-Lagos-Lagos
3.ZA-GT-Johannesburg
Closing date: 16-Dec-2011
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