Customer Service Manager - Connected Vehicle Cloud
Ericsson AB / Säljarjobb / Göteborg
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We are looking for a Customer Service Manager (CSM) who will be fully responsible for the Operational & Delivery performance of the Connected Vehicle Cloud services to our customers. This role has full responsibility for the Financial and Commercial performance of the delivered services. You will also ensure that agreed margins are achieved whilst delivering the contractually agreed Service.
Job Responsibilities:
• Operational Delivery Management:
• Operational Management for the end-to-end operations delivery. This includes 1st & 2nd level NOC operations, Customer Problem Management and Service & Resource Fulfillment.
• Delivery performance Management. Based on the contractual Service Level Agreement, establishment and updating of Working Level Agreements (WLA) and Operational Level Agreements (OLA).
• Management of Connected Vehicle Cloud performance reporting, both internally and Customer focused.
• Coordination & main operational interface towards the Service Delivery Units & Customer related to Customer Experience Management.
• Responsibility for driving Continuous Service Improvement in contractual (S)KPI for the Service Operations Center & (P)KPI for the Experience Management Centre.
* Ensure end to end fulfillment of agreed Use Cases & their evolution.
• Incident Management:
• Perform hierarchical escalation in case of major incidents and act as the single point of contact towards the Customer.
• Co-ordination of management bridge during major incidents, regular communication upto resolution towards the Customer management organization and alignment into Problem Management.
• Problem Management:
• Ensure that Problem Management activities are efficiently performed and are supported by the other delivery organizations.
• Co-ordination of Problem Management reporting, follow-up and alignment with the agreed Governance Model.
• Co-ordination of Customer approval for solutions to be implemented as part of the Problem Management process.
• Preventive Maintenance:
• Secure that the preventive maintenance plan covers Customer requirements and ensure Customer approval when necessary.
• Ensure that impacts due to forecasted periodic maintenance are reported and agreed with the customer.
• Service Delivery Efficiency:
• Continuous drive for efficiency, improvements in automation and overall excellence in Service delivery.
• Alignment and approval to support improvement plans requiring multi-delivery units.
• New Service Introduction:
• Support in defining the necessary processes for the new introduction of a service for the new Customer.
• Work closely with other units to define KPIs and SLAs associated to the new Service.
• Process Management:
• Maintain and update inter-working processes both internally and Customer focused e.g. Emergency handling, Procedure manual etc.
• Work closely with IoT Process Owners to secure process improvements.
• Work closely with Service Management organization to secure the right competence and dimensioning for upcoming projects.
• Ensure all relevant information is communicated proactively to the Customer.
• Ensure exit criteria fulfilled at transition "handover process" from Project to Operations organization.
• Financial Management:
• Follow up with monthly invoicing to Customers.
• Revise budget/costs if SLA is changed.
Key Qualifications:
Education:
* MSC, MBA or equivalent through experience
Industry experience:
* 5+ years' experience in a Web Service or similar Operation role
* 5+ years' experience in Finance / Contracts / Commercials or similar
* Hands-on Customer experience
Job role competence:
* Operations Delivery Management
* Incident Management
* Problem Management
* Preventive Maintenance
* Service Delivery Efficiency
Ericsson wide knowledge and skills:
* MSTOP/ITIL knowledge
* Financial Acumen
* Knowledge sharing & Collaboration skills
* Ericsson Knowledge
* English skills
Additional skill requirements:
* Effective Leadership
* Strong Influencer
* Results Driven
* Entrepreneurial Thinking
* Excellent Relationship Management
Ericsson provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, sexual orientation, marital status, pregnancy, parental status, national origin, ethnic background, age, disability, political opinion, social status, veteran status, union membership or genetics.
Ericsson complies with applicable country, state and all local laws governing nondiscrimination in employment in every location across the world in which the company has facilities. In addition, Ericsson supports the UN Guiding Principles for Business and Human Rights and the United Nations Global Compact.
This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, training and development.
Publiceringsdatum2018-09-20Så ansöker duSista dag att ansöka är 2018-10-04
Klicka på denna länk för att göra din ansökanFöretagEricsson AB
AdressEricsson AB
Lindholmspiren 11
41756 Göteborg
KontorsadressLindholmspiren 11
Jobbnummer 4358675
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