Director - Operations at Ericsson Nigeria

Ericsson is a world-leading provider of telecommunications equipment and services to mobile and 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 truly a global company, working across borders in 175 countries, offering a diverse, performance-driven culture & an innovative & engaging environment where employees enhance their potential everyday. Our employees live our vision, core values & guiding principles. They share a passion to win & a high responsiveness to customer needs that in turn makes us a desirable partner to our clients. To ensure professional growth, Ericsson offers a stimulating work experience, continuous learning & growth opportunities that allow you to acquire the knowledge & skills necessary to reach your career goals.

Job Title: Director - Operations


  • To secure delivery for the functions of Network Performance Management within the entire delivery machinery (onshore and offshore) as per Managed Services contract
  • This role is a senior role and resides in Leadership Team for the Customer IN Managed Services contract. 
  • Reports in to Managed Services Chief Operating Officer for the group and would be accountable for end to end Operational Performance deliverable & initiatives for Nigeria operations.


  • KPI Fulfillment
  • SLA fulfillment
  • Customer Satisfaction Indices Management
  • Employee Satisfaction indices management
  • Customer Group level reporting - Implement Reporting mechanisms on to showcase various dimensions (Network and Operations) of Performance levels of contract
  • Agreement and alignment on Performance reporting structure and mechanism with the Customer
  • Tracking and analytics
  • Competence Development Strategy and Implementation
  • Improvement projects – Operations
  • Develop mechanisms for Data Analytics to enable decision making


  • Take Operational decisions to improve performance
  • Set strategic direction and follow-up with Managed Services Chief Operating Officer teams for improvement of reward/penalties
  • Create Operational strategy and align with customer
  • Responsible for Region Sub Saharan Africa wide delivery of Managed Services KPIs Reporting for Active Managed Services Contract
  • Responsible for aligning the offshored Performance Management service elements and secure Work Level Agreements fulfillment towards Global Service Center
  • Issue guidelines & support teams in Performance Management area
  • Set tools and processes strategy for the Managed Services operations
  • Budget owner for Global Service Center process, tools and new tools introduction
  • Governance owner for Region Sub Saharan Africa level review towards the Customer & Global Service Center
  • Support implementation of the Work Level Agreements and measure the compliance for different organizations
  • Drive Competence Development and Certification for the Managed Services teams
  • Ensure customer satisfaction on Managed Services activities and on critical measurements
  • Support Contract Management for Reconciliation, KPI, re-negotiation and other matters.

  • Good knowledge of Ericson Charging Systems Operations & Maintenance and Optimization
  • Knowledge of Ericsson network solution product portfolio including Network Management Systems -BSS, Business Objects and Eniq
  • 15-20 years of Service delivery experience in Telecom, IT industry
  • Excellent command of English language, presentation and communication skills
  • Able to work and co-ordinate between teams, which are remotely located
  • Should be able to travel for meetings and discussions if required
  • Extensive Leadership skills cutting across multicultural environment and multiple domains
  • Team Player

Location: Lagos



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