Managed Service Delivery Manager

About the opportunity

The purpose of the MS Delivery Manager is to secure delivery performance, in alignment with the Business Case and BA MS Targets. This role is responsible for delivery of the accounts assigned to them. The role manages the virtual teams in a metrics organization to deliver on the committed SLAs and WLAs. The MSDM plays a key role in the success of the account and is an extension to the management.

This involves the operation management as well as the relationship management with the stakeholders. MS Delivery Manager is responsible to initiate improvement plans should deviations be detected in collaboration with delivery stakeholders.

• Responsible to drive operational and financial performance in accordance with the WLA, covering both service delivery performance and customer s infrastructure performance.
• Responsible to secure that the quality and cost of the services delivered by the SDU are in accordance with the expected levels agreed through WLA for MS Network.
• Build trust with the MSCLT, focus on productivity and efficiency of global deliveries. Build strong collaboration and team-spirit across the delivery teams to enable performance towards overall account targets. Develop and maintain excellent relationships with both internal and external customers.
• Ensure optimal team dimensioning with respect to the scope of delivery.
• Responsible for Operational Management:
  Ensure that the Service Delivered by the Operations teams is compliant as per the contractual SLAs and drive Operational Excellence end to end. Monitor and report on the operational and financial performance of the Service Delivery Unit for a specific customer.
• Responsible for Internal Governance for MS Contracts to monitor that costs booked to a contract are in-line with WLA and delivery performance is meeting required WLA targets. Report to MSCLT on the operational performance and infrastructure KPI, according to the report requirements stated on the local or global WLA.
• Responsible for Contract Transformation & Handover:
  Operational preparedness for the new contracts / Change request for running contracts. Manage the hand-over of resources, services and activities to the global delivery unit to fulfill or expand the WLA scope, securing the availability of the required capacity and the operational readiness of global delivery organization.
• Ensure the delivery units are working in complete alignment with MS EOE processes and Ericsson standard tools (including MSDP).
• Drive Service Delivery Efficiency programs (SDE) through implementation of automations.
• Initiate and drive improvement plans to correct operational or financial performance deviations towards the global benchmark and targets.
• Identify delivery performance quality of Customer network, initiate and drive solutions from Ericsson Product Catalog which generate add on sales (i.e. patches, upgrades, new solutions).
• Identify delivery performance issues related to current scope of delivery (i.e. increase Service Functions, Service Elements, Tools and Processes) and address them in the governance with the MSCLT.

• Proven experience in operational delivery and account management, with responsibility for SLAs and WLAs.
• Strong capability to manage virtual teams in a metrics-driven organization and to drive productivity and efficiency of global deliveries.
• Experience in monitoring and reporting operational and financial performance, and in ensuring services comply with contractual SLAs.
• Ability to build and maintain strong internal and external stakeholder relationships and to act as an extension of account management.
• Practical experience with contract transformation, handover and operational preparedness for new or changed contracts.
• Familiarity with governance of contract costs and delivery performance against WLA targets.
• Experience driving improvement plans and service delivery efficiency programs, including automation initiatives.
• Commercial awareness to identify and propose solutions from product catalogs that generate add-on sales.
• Strong problem-solving skills to identify delivery performance issues and address them through governance…