Program Lead for Best Performing Networks - Open for all MMEA

  • Dubai
  • Permanent
  • Full-time
  • 4 months ago
The role of Program Lead for Best Performing Networks in Digital Services Operations aims at creating an outstanding and consistent customer experience through initiatives, methods, processes and tools that drive agreement and teamwork across different Domains.

Responsibilities

The key accountabilities of Program Lead for Best Performing Networks are, but not limited to, the following:

Define standards and benchmarks for performance consistency across different technologies and various customers in the market

Assess risks and gaps in ways of working, processes and competence in Digital Services, as well in Managed Operations and Customer Support for the Digital Services Install Base

Provide insights and drive competence uplift initiatives in Digital Services, Customer Support and Managed Services in line with program objectives

Work across Digital Services, Managed Services and Networks functions to align and demonstrate standard methodologies

Support in producing automated tools and processes around key points of delivery

Define Key Performance Indicators that drive concerted efforts across various Domains to reduce emergencies and create superior customer experience

Provide insights and support in delivering customer trainings in line with program objectives

Put in place the right mechanisms to manage the upcoming End- of- License, End- of- Maintenance software in conjunction with Program Lead for Software Sales and Install Base

Educate the units and employees concerned on the tools and processes and monitor the implementation of the same

Ensure compliance and ethics and exhibit outstanding role- model leadership behaviors

Qualifications

University degree in Business or Engineering/ICT

Must have experience across Digital Services Install Base and Networks/Customer Support; can explain the different solutions

Must have early Virtualization experience to help carve out the cloud- native competence needed to support meaningful Install Base

Experience in having led teams of people

Strong technical and business insight across various Domains

Ability to orchestrate initiatives and efforts within the organization

Ability to lead multi- cultural and cross- functional teams, empowering and building alignments

Solid project/program management skills

Excellent interpersonal communications and networking skills

Ability to work across a variety of different delivery unit types (complexity, maturity, scale)

Developed analytical skills to identify trends, inefficiencies and value realization opportunities

Very good understanding of Ericsson Business Process, Financial and Delivery models

Role is flexible for hiring for all countries in MMEA without any location preference.

Next Steps:

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