西安招聘

Description

Responsibilities

This OPS-PQM is responsible below activities related to:

- Monitor and report on the operational and financial performance of the service delivery unit for a specific customer / contract to the RDM, based on the global or local WLA requirements;

- Monitor and report on the overall operational and financial performance of the GNOC or regional MS delivery organization to the SD&O MS PM, based on global benchmark and targets;

- Report to MSIP OA, MSIP Deployment or MSIP P&D operational performance and infrastructure KPI according to the report requirements stated on the local or global WLA;

- Ensure that the delivery units are working in completely alignment with the New MSTOP processes, using the global tools (MSDP) and properly following the governance models, as part of performance & quality assurance for the specific customer / contract;

- Initiate and drive improvement plans to correct operational or financial performance deviations towards a specific WLA, under coordination and support of the RDM;

- Initiate and drive improvement plans to correct operational or financial performance deviations towards the global benchmark and targets, under coordination and support of the SD&O MS PM organization;

- Manage the hand-over of resources, services and activities to the global or regional delivery unit to fulfil or expand the WLA scope, securing the availability of the required capacity and the operational readiness of the local or global delivery organization;

- Ensure adequate and timely reporting in NetOB for Local/ Global MS delivery for all customers and initiate escalation if data is missing or inconsistent;

- Working pro-actively to continuously improve the financial and the operational performance of the delivery units as well as the processes used in our delivery, as part of Continual Service Improvement initiatives.

Note: If the delivery organization uses any 3PP to deliver the services requested via a WLA then the PQM must manage the performance of this 3PP to secure it is fulfilling the required performance.

Authorities

The OPS-PQM has the authority to initiate any actions connected to the responsibilities assigned to this function for the MS contracts

Main Activities and Services Elements

The activities performed by the OPS-PQM are aligned with the Service Function "Operations Management" and Service Element "Performance Reporting", “OLA Management” and “WLA Service Delivery Management” with include the following activities:

WLA Service Delivery Management:

- Manage Service Delivery Operational Performance according to WLA;

- Manage Service Delivery Financial Performance according to WLA;

- Initiate Delivery Performance Escalation;

- WLA scope negotiation support;

- WLA Operational Performance Data Collection;

- WLA Financial Performance Data Collection;

- Manage GNOC Operational and Financial Performance according to WLA;

- Manage Regional Service Delivery Operational and Financial Performance according to WLA;

- Manage GNOC Operational and Financial Performance according to DM benchmark;

- Manage Regional Service Delivery Operational and Financial Performance according to DM benchmark

OLA Management:

- Manage OLA Fulfilment;

- Negotiate and Sign OLA;

- Initiate OLA breach Escalation;

- OLA Operational Performance Data Collection;

- OLA Financial Performance Data Collection

Performance Reporting:

- GNOC Delivery Performance Reporting

Interfaces

The OPS-PQM TL will interface with below stakeholders:

- SD&O MS PM

The OPS-PQM will work in close cooperation with the Performance management group within Delivery Management, reporting on the overall operational and financial performance of the service delivery unit and the overall WLA fulfilment and to escalate performance deviations and support or drive improvement initiatives;

- RDM

The OPS-PQM will report on operational and financial performance to the RDM responsible for the overall WLA fulfilment towards the MSIP and escalate any deviations to the specific WLA;

- MSIP OA, Deployment or P&D

The OPS-PQM will report periodically on the WLA and KPI parameters to the MSIP OA, Deployment or D&P as defined in the WLA (according to the reports requirement described in the global or local WLA);

- Global Operations

The OPS-PQM will interface with the management layer of the Operations organization in order to secure the delivery performance of the operational activities according to WLA requirements;

- Regional Delivery Organization

The OPS-PQM will interface with the management layer of the region MS delivery organization in order to secure the delivery performance of the operational activities according to WLA requirements;

- Head of Operation Support

The OPS-PQM TL will report on overall activities progress, risks, issues, financial status for OPS-PQM team

Qualifications

Competence Requirements

The competence and the level required for this Role is specified in the Competence Profile for OPS-PQM are as follows:

Business Competence

- Deep understanding of the managed service delivery business requirements;

- Familiar with Ericsson Service Delivery Portfolio for Managed Services and Hosting;

- Deep understanding of the Ericsson Service Delivery Processes for Managed Services and Hosting;

- Expert in use of Ericsson process measurement tools;

- Familiar with the Ericsson assessment programs for certification;

- Expert in performance and quality management programs implemented in operators daily routines;

- Focused on Customer business needs;

- Focused on Quality Service Delivery;

- Proficient in written and spoken English as a business language;

- Able to communicate clearly in project team and management environments

Human Competence

- Highly developed skills in Interpersonal communication;

- Excellent Team player;

- Highly developed skills in Knowledge Sharing by actively contributing knowledge, experiences and skills to create a learning culture;

- Highly developed consultative skills;

- Excellent knowledge and skills in Leadership

Certification

Certifications related to OPS-PQM TL are not available yet

To apply this position, please visit https://ericsson.taleo.net/careersection/2/jobdetail.ftl?lang=en&job=00063282