Director – Operations at Ericsson Nigeria

Ericsson is a world-leading provider of telecommunications equipment and services to mobile and fixed network operators. Over 1,000 networks in more than 180 countries use Ericsson equipment, & more than 40 percent of the world's mobile traffic passes through Ericsson networks. Using innovation to empower people, business & society, we are working towards the Networked Society, in which everything that can benefit from a connection will have one. At Ericsson, we apply our innovation to market-based solutions that empower people & society to help shape a more sustainable world.We are truly a global company, working across borders in 175 countries, offering a diverse, performance-driven culture & an innovative & engaging environment where employees enhance their potential everyday. Our employees live our vision, core values & guiding principles. They share a passion to win & a high responsiveness to customer needs that in turn makes us a desirable partner to our clients. To ensure professional growth, Ericsson offers a stimulating work experience, continuous learning & growth opportunities that allow you to acquire the knowledge & skills necessary to reach your career goals.Job Title: Director - OperationsReq ID: 142730Overall PurposeTo secure delivery for the functions of Network Performance Management within the entire delivery machinery (onshore and offshore) as per Managed Services contractRole BriefThis role is a senior role and resides in Leadership Team for MTN Group IN Managed Services contract. Reports in to Managed Services COO for the group and would be accountable for end to end Operational Performance deliverable & initiatives for Nigeria operations.ResponsibilitiesTake Operational decisions to improve performanceSet strategic direction and follow-up with Managed Services COO teams in OPCO for improvement of reward/penaltiesCreate Operational strategy and align with customerResponsible for Region Sub Saharan Africa wide delivery of MS KPIs Reporting for Active Managed Services Contract along with the Ops Assurance head/headsResponsible for aligning the offshored Performance Management service elements and secure Work Level Agreements fulfillment towards Global Service CenterIssue guidelines & support Opco teams in Performance Management areaSet tools and processes strategy for the MS operationsBudget owner for Global Service Center process, tools and new tools introductionGovernance owner for Region Sub Saharan Africa level review towards MTN & Global Service CenterSupport implementation of the Work Level Agreements and measure the compliance for different OPCOsDrive Competence Development and Certification for the Managed Services teamsEnsure customer satisfaction on Managed Services activities and on critical measurementsSupport Contract Management for Reconciliation, KPI, re-negotiation and other matters.  

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