 | Ericsson is a world-leading provider of telecommunications equipment and related services to mobile and fixed network operators globally. Over 1,000 networks in 140 countries utilize our network equipment and 40 percent of all mobile calls are made through our systems. We are one of the few companies worldwide that can offer end-to-end solutions for all major mobile communication standards.
Market Unit North Africa – The Service organization in Morocco is seeking to recruit Senior UTRAN Integration Engineers.
The key to our success is our people, those who have the right mindset, competence and experience to achieve our business objectives. What we are looking for is candidates with customer focused, result oriented, sense of urgency, adaptable and flexible to change and take ownership. If this describes you and you are looking to be challenged, please apply to the following position. |
Ericsson is a world-leading provider of telecommunications equipment and related services to mobile and fixed network operators globally. Over 1,000 networks in 140 countries utilize our network equipment and 40 percent of all mobile calls are made through our systems. We are one of the few companies worldwide that can offer end-to-end solutions for all major mobile communication standards.
Market Unit North Africa – The Service organization in Morocco is seeking to recruit Service Delivery Manager.
The key to our success is our people, those who have the right mindset, competence and experience to achieve our business objectives. What we are looking for is candidates with customer focused, result oriented, sense of urgency, adaptable and flexible to change and take ownership. If this describes you and you are looking to be challenged, please apply to the following position.
The SDM has responsibility for the following:
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Manage warranty and SLA by ensuring (through ELS and third parties) that all services are delivered according to contractual commitments. Provide feedback on delivery performance to the delivery organisation and the account,
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Present maintenance releases to customer and ensure implementation (deployment) of software updates in the System within one (1) month from the receipt of the maintenance release. Any deviations from compliance with the implementation time frame must be documented and mutually agreed with the customer,
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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,
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Manage the customer’s expectations and perception of Ericsson´s delivery of the SLA in order to ensure excellent Customer Satisfaction,
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Ensure agreed processes and work instructions are implemented and used by the customer and in Ericsson’s support organisation,
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Ensure proper criteria, directives and business sense is applied when project results is handed to service organisation in accordance with PROPS-C methodology,
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Ensure that the sales leads are used by the Service Account Manager (SAM) and/or Key Account Manager (KAM) to increase the customer support business and customer satisfaction,
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Ensure escalation procedure is followed and that expectations and perceptions of customer are at all times managed in a professional manner,
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The SDM shall ensure that the Recovery Leader and the Recovery Team are informed of local market circumstances, e.g. cultural, political and commercial realities as well as of recent or ongoing actions that may impact system recovery,
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Full responsibility to ensure that ISP data is collected as well as reported into the ISP tool with assistance of CIC and/or NSG staff if included in SLA commitments.
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Adequate degree in business and telecommunications,
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At least 5 years of experience from Support Services, Network Operations, Consulting or Project Management within the Telecom or similar industry,
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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,
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Good leadership & communication capabilities,
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Very good knowledge and understanding of applicable parts of Ericsson´s services product portfolio and delivery processes,
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Good knowledge of products and systems in the customers network,
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• Good knowledge and understanding of the customer’s business situation,
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Good understanding of operator processes,
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Excellent Customer Relationship Management skills,
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Fluency in English and the local language,
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Adequate financial and business skills,
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Negotiation skills.
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