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The MSCOO is a senior leader based in a Customer Unit/Market Area, who leads the delivery of the Services contracted under the Managed Services Agreement (MSA) for a specific customer.

The MSCOO acts as role model for ethical conduct and sets expectations for strong culture of compliance internally and towards key customer interfaces. The role has significant autonomy and empowerment to ensure success in leading the delivery of a Managed Services contract to a customer.

The MSOO is accountable for:

• End to end responsible for managed services contract for a specific Customer
• Ericsson’s primary contact and escalation point for all matters relating to the execution of the contract including commercial, security & EHS / OHS-related issues
• Profitability & business case fulfilment including contract delivery transformation; identify & help secure add-on sales that meet MS Networks Margin requirements to ensure continuous improvement of profitability & revenue; decisively adding value to customer’s & Ericsson business
• Ensuring financial and operational performance monitoring & reporting, and driving improvement plans when needed
• Management and development of the customer relationship for the specific contract and ensuring customer satisfaction
• Fulfilment of the contract scope and SLA, and delivery execution ensuring that all services contracted under the MSA are delivered according to contractual obligations and requirements
• Managing the customer interface with respect to all service delivery contracted under the MSA for a specific customer
• All solutions delivered to Customer by delivery organizations under MSA scope
• Environmental and Occupational Health and Safety (EHS/OHS) as it relates to the contract, ensuring work executed follows Ericsson procedures and standards and EHS/OHS local laws and regulations
• Planning with the KAM for contract retention and support the KAM organization in contractual renegotiation or pre-sales for the specific customer
• Line management of the MSCLT organization including ensuring subordinates adhere to Ericsson Code of Business Ethics
• Securing fulfillment of the MSN objectives and responsibilities

The job stage level for an MSCOO is influenced and impacted by the complexity of scope / technology domains (including mobile-only vs fixed or converged), geography, customer importance and size, need to manage and coordinate resources from different cultures.

Responsibilities & Outcomes

MSCOO JS 9 is Ericsson’s counterpart to the customer’s Chief Technology, Networks or Information Officer. On a large or complex contract, the MSCOO is a peer to CU LT members internally and the broader C-suite at the Customer. MSCOO JS9 leads delivery of a complex Service/network operations (multiple services/technology domains) & Field (could also include NDO or IT) contract in a single or multi-country for large operator or GCU.

MS Delivery SLA and Business Case Fulfillment

• Responsible for contract profitability according to approved business case
• Ensure contractual requirements are met by all parties
• Act as Customer representative to secure internal Ericsson priorities and quality performance to fulfill Customer requirements
• Commission, sponsor and govern transformation and continuous improvement of contract, following a structured approach and cost allocation guidelines
• Ensure budget allocation for EHS/OHS risk mitigation, for any EHS/OHS high risk project, and review EHS/OHS performance in governance meeting
• Follow up and guide major and fatal incident investigation, ensure preventive actions implementation and document lessons learned
• Manage risks related to delivery of contracted services

MS Customer Relationship Management

• Periodically assess customer satisfaction, identify potential issues, determine and implement actions to improve customer satisfaction
• Secure EOE Governance Model full implementation & execution for Customer, and drive/participate in required governance meetings
• Secure periodic reporting towards Customer and internal stakeholders for contractual, operational and financial performance
• Perform periodic meetings with Customer to follow up on all support/delivery issues like KPI/SLA and improvements
• Establish, build and manage relationships with peers at Customer
• With KAM, establish and maintain strategic relationship within Customer
• Ensure continued value assurance for Customer through contract lifecycle
• Bring thought leadership and new insights to Customer
• With KAM, produce annual statement of key Customer objectives that will influence or be factored into delivery of MSA scope

MS Delivery Solution

• Establish WLA with Delivery teams, and ensure all operational interfaces with Customer are functional
• Secure operational agreements (OLA) between any delivery organization and Customer, for any required activity, are signed and correctly managed
• Ensure the delivery units are fulfilling contracted WLA and manage escalations in case of deviations
• Establish mindset and manage BAU way of working for efficiency & continuous improvement
• Minimize customization and drive standardization of delivery through adoption and reuse of global capabilities, championing best practice benefits with customer

Contract Development & Management

• Strategic planning with KAM for contract retention and support KAM in contract renegotiation or pre-sales
• Drive contract growth through development of add on sales opportunities
• Ensure scope management through a proper (commercial) change procedure
• Ensure correct flow of Customer invoices and payments
• Secure delivery compliance to contractual and business case requirements, avoid under delivery, and ensure over delivery is addressed as add-on sales
• Ensure compliance with all contractual, legal & regulatory requirements, and consent in management and governance of data and its security for the contract

MSCLT Leadership

• Line management of all people in MSCLT organization
• Install and promote cultural awareness within and across delivery teams and Customer

Valuable Experience

• Extensive cross-discipline business and technical experience with a proven track record in roles which require qualified knowledge.
• Extensive experience of leading teams in a matrix organization with directors / managers as direct reports
• Sales & client management experience at C- level with positive customer satisfaction
• Strong business acumen & negotiation skills
• Strategic problem solver with strong analytical and problem-solving skills
• P&L responsibility with a record of achieving and improving financial metrics
• Led successful transformational change of a MS contract