Customer Operations Manager (COM) Job at Ericsson

Ericsson is a world-leading provider of telecommunications equipment & services to mobile & fixed network operators. Over 1,000 networks in more than 180 countries use Ericsson equipment, & more than 40 percent of the world's mobile traffic passes through Ericsson networks. Using innovation to empower people, business & society, we are working towards the Networked Society, in which everything that can benefit from a connection will have one. At Ericsson, we apply our innovation to market-based solutions that empower people & society to help shape a more sustainable world.

We are recruiting to fill the position below:

Job Position: Customer Operations Manager (COM)

Req ID: 764843 
Job Location: Lagos
Employment Type: Full-time

Job Summary

• We are now looking for a Customer Operations Manager (COM), to ensure that all contractual deliveries related to the Networks business portfolio are fulfilled towards one or more customer accounts.
• In this role, you will be responsible for overseeing end-to-end operational performance towards the account according to agreed targets. The COM shall ensure that the portfolio is maintained and that projects within that portfolio are progressing according to schedule. 
• The COM can take on the role of CFR in the pre-sales phase. With the insight of the ongoing portfolio, the role is critical for ensuring communication to the KAM & Service Delivery Organization for specific progress and support for providing input into opportunities towards the customer. Relevant information should also be communicated to the Supply team.

What You Will Do

• Handle the delivery portfolio as well as communicate and follow up on dependencies between projects
• Monitor, direct, and support the delivery portfolio as well as ensure that delays in projects that may impact others in the portfolio are communicated
• Handle customer and Internal Engagement
• Develop and maintain customer relations to improve customer confidence and further develop the business
• Share knowledge and success factors with other areas and functions
• Handle portfolio finances and initiate actions when not meeting financial performance expectations
• Drive based on responsible business practices with full adherence to compliance/integrity, Environmental and Occupational Health and Safety and Security standards

You Will Bring

• Minimum of 8 years or more solid experience in Customer Project Management or relevant line management role.
• Domain experience: Networks area of expertise – e.g.: Radio, OSS, IP, CORE, etc.
• Background in delivery towards customers such as Project Management deliveries, Managed Services deliveries, or Customer Support activities.
• The COM is also expected to have several years of experience in a leadership role, preferably in Service Delivery and/or Operations.
• Financial acumen
• Business understanding
• Financial analysis skills
• Customer and Market insight
• Negotiation
• Project management
• Knowledge sharing & collaboration
• Proficiency in the English Language

You Should Also Have:

• Entrepreneurial & commercial thinking
• Persuading & influencing
• Analyzing
• Leading & supervising
• Relating & Networking
• Delivering results & meeting customer expectations.