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Executive Director Program & Contract Management

Description

Purpose

  • To maintain the interface with respect of all Service Delivery to a specific customer, ensuring that all services are delivered according to contractual obligations and requirements.

Responsibilities

  • Maintains a 'vendor independent' interface to the Customer's Demand Organization.
  • Line manager for the primary MSIP functions dedicated for this (BSS/Applications, IT, Network Operations, PDO, Deployment, Service Performance Reporting).
  • End-to-end responsibility for all service contracts for the specific Customer.
  • Service Delivery primary contact for the Customer and Ericsson organisation.
  • Ensure that the contract execution is meeting the defined cost criteria according to the approved business plan.
  • Ensure contractual requirements are being met and ensure that over-delivery is addressed as add-on sales.
  • Perform periodic meetings for follow-up on all supoort issues like KPI/SLA, pending issues and improvements.
  • Periodically assess satisfaction, identifying potential issues, determining actions to improve satisfaction and secure implementation.
  • Monitor and report the In-Service (ISP) and Service Request (CSR) lead times figures and push for actions for improvement when needed.
  • Ensure operational delivery units are fulfilling contracted SLA/WLAs and secure escalation in case of deviations.
  • Ensure SIP deliver units (NDI, SI, PDC, Advise) resource availability as forecasted.
  • Responsible for escalation management in emergencies or critical incidents and reporting progress to the Customer. Responsible to drive prompt investigation and solution implementation.
  • Act as a representative in order to secure internal Ericsson areas or priority and quality performance to fulfill Customer's requirements (according to contractual obligations).
  • Perform regular meetings with KAM, Service Delivery units and local and Global Service Delivery Centre.
  • Support KAM organization in contractual re-negotiation or pre-sales for the specific customer.
  • Create periodic Service Delivery reports to communicate to the KAM on Service Performance.
  • Continuously drive for efficiency, improvements and excellence in Service Delivery.

Experience

  • At least 10 years experience on network operations, planning or engineering.
  • At least 3 years experience from Services or Network Operations within the Telecoms industry.

Qualifications

Education

  • University degree in Electrical/Electronic Engineering, Telecommunications, Business Administration or equivalent experience in a related discipline.