Operations Director-MS-Airtel at Alcatel-Lucent

Qualifications:

• Bachelors Degree in Telecommunication engineering having minimum 10 years of Operations and Maintenance in vendor environment.

Main Purpose of Role:

• Operation Director represents as a single point of contact for the entire Managed services delivery end to end.

Main Responsibility Areas:

• Organizational Leadership & Development
• Contractual Service Delivery
• Business Development & Support
• 3rd Party Management
• Profit & Loss

Key Tasks:

• Responsible for project and service related customer satisfaction;
• Customize and implement Managed services delivery strategy in the CBT according to the SBU and CT strategy / business plans.
• Responsible for the contract execution performance (KPIs, cost, timelines, revenue recognition )
• Consolidates all the Managed services delivery business
• Validating any new business case proposed by the CBT/CT.
• Ensure unified operational processes implementation as per NSN ops model.
• Owning customer relationship management in the area of Network operations, delivery and performance
• Ensures the compliance of projects with the quality guidelines and requirements of the CT cost budgeting for Managed services
• SPOC – Follow-up mobility escalation with opco Operation team
• Piloting new product trials & special projects (3G)
• Regular reviews of cross functional tam in opco
• Development of Processes and carry out Process improvement
• Delivery of Engineering and Operational services to customer in line with contractual scope, KPIs and SLAs which may vary time to time. Appendix;KPI
• Ensure customer s network performance is maintained/improved in line with contract.
• Cost budget approval and control; Cost efficiency improvement, achieve or better projected costs and gross margin
• Customer liaison and governance to ensure satisfaction
• Third party management, liaison and governance to ensure compliance and good working relationships
• Responsible for sustainable continuous improvement in operational efficiency and productivity in line with a defined service improvement plan
• Responsible for ensuring appropriate processes and procedures are in place to deliver the service at the contracted levels
• Responsible for 3rd party/subcontractor management, service performance and SLAs
• Responsible for operational contract management between NSN and customer
• Responsible for executing appropriate internal and external governance
• Responsible for implementing OLAs between project organization and other interdependent NSN entities
• Responsible for delivery of operational & cost management reporting
• Support pre sales for achieving the targets where ever required.
• Support the sales lifecycle, defining, discussing and agreeing scope of work; owning the operational solution proposed to the customer, including costs estimates to be included in business case
• Actively participate in customer negotiations and contract development
• Service provider responsible for defining interfaces and information flows between NSN, customer, 3rd parties
• Service provider responsible for set up of IT & operational tools environment to deliver defined service Transformation (where applicable)

Key Competencies:

• Managed Services Operational / Business Management
• Leadership
• People Management
• Process Management
• Customer Service
• Business Awareness
• Innovation

Key Interfaces:

• Airtel Network Director, Managing Director
• Project Director (NSN) , Care Manager , NPO Manager NSN Airtel Delivery org
• Bharti CBT / CT .
• Procurement .
• Project / CT F&C
• MS services suppliers & Subcontractors

Key Performance Measures:

• Customer satisfaction
• Contractual KPI s / SLA s .
• Profitability
• Employee churn

Position Requirements

• flexibility to travel