The CSM shall take ownership of the partner relationship responsible for ensuring the correct and proper delivery of Operations Assurance services as specified in the service contracted agreements with Aeris´s partners. As such, the CSM is fully accountable for delivering Service Level Agreement (SLA) fulfilment.
What you will do:
Operational Assurance Management
• Assurance of delivery performance based on the contractual Service Level Agreement, establishment and updating of Working Level Agreements (WLA) & Operational Level Agreements (OLA)
• Operational governance
• SLA/critical metric review
• Reporting, forecasting, improvement actions
Incident Management
• Perform hierarchical communications in case of major incidents and act as the single point of contact
• Co-ordination of management bridge during major incidents, regular communication up to resolution towards the partner management organization and alignment to/from Problem Management
Problem Management
• Ensure that Problem Management activities are efficiently performed
• Co-ordination of Problem Management reporting, follow-up and alignment with the agreed governance model
• Support with co-ordination of partner approval for solutions to be implemented as part of the Problem Management process
• Tracking and follow-up of external Root Cause Actions (RCA)
Preventive Maintenance
• Secure that the preventive maintenance plan covers partner requirements and ensure partner approval when vital
• Ensure that impacts due to forecasted periodic maintenance are reported and agreed with the partner
Service Delivery Efficiency
• Continuous drive for efficiency, improvements in automation and overall precision in service delivery
• Alignment and approval to support improvement plans requiring multi-delivery units
Introduction of new Services, Features, Functionality
• Support in defining the vital processes for the recent introduction of a service for the new partner
• Work closely with other units to define critical metrics and SLAs associated to the new Service
Process Management
• Maintain and update inter-working processes both internally and partner focused e.g., emergency handling, procedure manual etc
• Work closely with IoT Process Owners to secure process improvements and organization to secure the right competence and dimensioning for upcoming projects
• Ensure all relevant information is communicated proactively to the partner
• Ensure exit criteria fulfilled at transition “handover process” from Project to Operations organization
• Follow-up on process improvements as a result of RCA analysis or critical issue actions
Program Management
• Support towards program management for the delivery of partner-specific projects
• Project Governance – stakeholder in all tollgate decisions for projects for the designated partners
• Ensure entry (Tollgate 2) and exit criteria/handover (TG4) are met by project managers delivering towards the designated partners
Other Responsibilities
• Secure support of partner segment business
• Assist in innovating, developing, and driving best-practice delivery and assurance governance processes for IoT business
• Co-ordination of Customer Satisfaction Surveys, Customer Experience Management measurements, or similar
You will bring:
Education
• BE/B.Tech/M.Tech in Electronics or Computer Science with through experience.
Industry Experience
• 12-15+ years of experience in Delivery/Operations/Customer Management
• Hands-on partner experience
• ICT/Telecommunication Solution knowledge
• Cloud and Managed Service Delivery & Operations experience
Job role competence
• Good communication and customer management skills
• Experience of interacting with customers
• Understanding and experience on Service Assurance and Service fulfilment
• Knowledge and experience on driving SLAs and KPIs
• Operations Delivery Management
• Incident Management
• Problem Management
• Preventive Maintenance
• Delivery Efficiency