Front Office Manager

Job Summary:

We are now looking for a Managed Service (MS) Delivery Manager; do you want to join us? In this role, you will secure delivery performance in alignment with the business case and managed service targets. You will need to understand and act upon the end to end delivery performance even when the delivery is fragmented, thru a proper coordination with a MS Delivery Manager responsible for other parts of the delivery.The Front Office Manager is the appointed responsible for Managing Front Office, Performance monitoring, Incident Management, Change Management, Help desk teams which are entitled for Alarms/Performance monitoring and 1st level trouble shooting, Incident Handling, TT routing, Network changes & NOC delivery reporting within Service Delivery Organization at Ericsson Managed Operation

Responsibilities:

• You will lead MS delivery operational, financial performance and customer satisfaction specific contract delivery performance
• You will conduct Operating Level Agreements (OLA) signed with other service delivery units
• Drive operational excellence
• You will, also identify delivery trends-possible Add on Sale
• Interface with Customer on various levels regarding the organization monitoring activities and performance
• The 1st level operations organization works closely with the Customer’s/Customer, Project Teams, Business Management, Back Office, Field Operations and customer support.
• Be responsible for the Organisation and motivation of all operation personnel
• Conduct or participate in recruitment interviews for selection of personnel
• Team process identification, modifications & implementation tracking.
• Be able to recognizes the training requirements for personnel and give coaching where applicable
• Be responsible for the wellbeing of all staff in terms of their working environment and conditions of employment
• Service provider management.
• Multi-Vendor Management (Huawei/Nokia/Ericsson)
• Ensure the Organisation is adequately staffed at all times
• Provide the Ops Assurance Director with reports of the Organisation performance on a scheduled basis
• The 1st level Operations is responsible to ensure Platform Stability through alarm surveillance & performance monitoring to ensure maximum up time of network nodes and systems
• Responsible to monitor the cost performance within the Organisation.
• Responsible for Operational KPIs /SLAs fulfillment according to the MS Contract
• First Point of Contact for all network outages and incidents