MSIP Operations Assurance Director

We are looking for an MSIP Operations Assurance Director to be part of our Managed Services team! As a part of our MSIP Deployment team, you will play a key role in managing the delivery of services and resources on our “live” customer network, broadcast platform and/or IS/IT infrastructure.

Based on our customer’s network specifics, you will ensure the coordination of our technology integration deployment, the quality of the implementation, the adequacy of the testing procedures and tools, the proper acceptance and the smooth handover to our operations team according to Ericsson’s and the customer’s network particularities and requirements.

Responsibilities & Tasks

• To manage the contracts execution (cost, time and quality) ensuring the fulfillment of all contractual obligations by Ericsson, the Customer and 3PP;
• To manage the operational relationship with the customer, securing to achieve a high level of satisfaction from the customer regarding the overall delivery performance;
• To secure delivery compliance to both contractual and business case requirements, avoiding over or under delivery;
• To secure that hierarchical escalation on critical incidents (or other emergencies as specified on SLA) are followed and that the customer is always involved and updated according to contractual requirements;

• To secure that all governance instances (internal or external) are being followed by the MSIP organization and that the operational and financial performance is being correctly monitored and reported to the stakeholders according to SLA and MS Delivery strategy;

• To secure that all internal agreements (WLA) between the MSIP and other delivery organizations are signed and reflect the contractual requirements;
• To secure that external operational agreements (OLA) between any delivery organization and the customer for any required activity are signed and correctly managed;

• For any solution delivered to the customer by any delivery organization under the scope of the service contracts;
• To support KAM organization in contractual renegotiation or pre-sales opportunities for the specific customer.
• To manage the contract of any dedicated 3PP involved in the managed services delivery solution, seeking to obtain the best cost-benefit relation;
• To continuously seek for operational and financial performance improvement of the delivery solution, in line with contractual and business case expectations;

• To manage the MSIP organization staff, securing fulfillment of the area objectives and responsibilities;
• (During Transition and Transformation) To support the head of the customer in-sourced organization, securing at least the maintenance of operational performance and the fulfillment of specific contractual, strategic and business case requirements during these phases.