Customer Operations Manager at Ericsson

The Customer Operation Manager (COM) is the prime customer interface owning all Ericsson networks roll-out and deliveries towards a major account in South Africa.
He/she is the main interface for customer critical issue and is responsible to lead delivery partner concerns inside Ericsson.
He/she is accountable for the contract execution and fulfilment (CFR role). He/she will be held responsible to deliver against contractually agreed financial and operational targets.
The COM shall Collaborate with all management layers including C-suite at the customer on operational topics.

You will

• Establish, prioritize and effectively lead the successful networks roll-out projects and deliveries
• Build a strong customer relationship that champions trust and confidence. Maintain high levels of morale and positive relationships towards all management layers at customer
• Customer management escalation-point for operational, project and customer Support related topics
• Ensure Operational Perfection and attention to standards of performance. Drive and Implement the Service delivery strategy as defined by MMEA Networks Organization to achieve an optimum delivery.
• Ensure high levels of important metric achievement and customer happiness in support and projects
• Secure availability of required presales resources and take full responsibility (CFR) for contract fulfilment. Sign off and commit to agreed financial and operational targets as part of presales.
• Maintain, run and participate in regular governance meetings of ongoing projects with focus on operational and financial status

To be successful in the role you must have

Qualification:

• Education: University degree in Engineering, Science or Business Administration.

Experience:

• Minimum 10 years of Senior operational experience in the Telecom segment.
• Demonstrate outstanding knowledge and senior experience of network radio and transmission roll-out, customer relationship management, understanding the political realities of the customer organization, with the ability to influence key decision makers.
• Demonstrates senior leader qualities
• Proven track record to think and act strategically and not afraid to dig into the operational details.

Competence & Skills:

• Passion to Win!
• Outstanding knowledge and experience related to radio and transmission rollouts
• Demonstrated senior leadership and ownership. Proven track record to persuade and mobilize internal/external resources to secure contract fulfilment
• Change agent & Team builder crafting energy in the organization. Matured organisational change and process optimization / re-engineering skills
• Project management, operating at a senior/director level within the telecoms field.
• Capable of a detailed understanding of Customers business and telecoms strategies.
• Experienced level negotiation and presentation skills.
• Demonstrated ability to provide clear, concise reports and feedback to peers and executives.
• Proven track record to work under pressure.
• Show passion, speed and focus when delivering against commitments.
• Proficient in English.