Managed Services Chief Operations Officer (Mscoo)

Ericsson Basking Ridge , NJ 07920

Posted 2 months ago

Date: Sep 20, 2018

Job Summary, Managed Services Chief Operations Officer (MSCOO)

The MS COO is accountable for the managed services contract profitability, customer satisfaction and fulfilment of the contract according to the business case and scope agreed during the sales process. Besides, the MSCOO is also responsible to identify add-on sales opportunities, thus ensuring continuous improving of margins.

The main aim of the MSCOO is to evolve the customer relationship in all the areas of the scope of his contract throughout the life of the agreement; managing not only the interfacing aspect for delivery of the contractual obligations and requirements, but also for new sales customer interface to evolve and nurture this relationship.

The MS COO typically acts as the Ericsson's counterpart of the Customer Chief Technology Officer and/or Chief Information Officer (or similar) and needs to be decisively adding value to the customer's and Ericsson business.

The typical organization of an MSCOO is called MSIP (Managed Services Infrastructure and Product Lifecycle organization) and it may include both line management functions as well as functional unit management in matrix fashion. Whatever the delivery or the organization, the MSCOO will be the people leader for the entire Managed Service Operation end to end for a certain customer.


The MS COO is accountable for the end to end managed services and contract fulfillment and profitability for a specific customer in a specific Customer Unit(s).

The MS COO is also responsible for:

  • Secure Delivery/Operations End-to-end for all service contracts for the specific customer and manage the contracts execution (cost, time and quality) ensuring the fulfillment of all contractual obligations by Ericsson, the Customer and 3PP, in order to secure quality of service and profitability. Managing all customer relationships in a proper and professional manner, taking into consideration always customer experience/satisfaction into each evolution.

  • Providing a single point of contact - both internally and externally - regarding the MS delivery performance (operational and financial) for the specific customer

  • Maintain strategic integration with all Ericsson departments (including R&D and program/integration delivery organizations). Seeking alignment of the MS customer facing organization with the demands of Business Area (BA), blueprints and all other internal organizations.

  • Be a determinant Sales driver:

  • Supporting KAM/VP Sales organization in contractual renegotiation or pre-sales for the specific customer.

  • Identifying add-on sales opportunities (typically in the range of 10-15% increase of total Net Sales of the contract year over year) based on the privileged knowledge of both customer ways of working and infrastructure, and to support the account manager on pre-sales and contract negotiation.

  • Acting as CFR (Customer Fulfillment Responsible) in new opportunities for customer assigned.

  • Contract Evolution/Transformation facilitator: in either transition and/or transformation activities, securing minimum impact to the customer during these phases, ultimately responsible for executing the transition and transformation successfully in line the Ericsson Blueprint model

  • Operational Chief:

  • Taking Ownership of Critical Incidents: securing both hierarchical escalation on critical incidents (or other emergencies as specified on SLA) and proper communication/governance according to contractual requirements

  • Securing correct handling of Incident Management, Problem Management & Change Management processes for the assigned scope

  • Innovating in Governance:

  • Securing all governance scenarios (internal or external)

  • And also helping our customers evolve their metrics ("The Five 9s" - 99.999%), by pointing out the right number indicators (KPIs) that will effective measure the success of their business (thus avoiding the water-melon effect of all green outside and all red inside)

  • Level Agreements guardian among different organizations:

  • Securing internal agreements (WLA) between the Managed Services Infrastructure and Product Lifecycle organization and other delivery organizations are signed and reflect the contractual requirements

  • Securing external operational agreements (OLA) between any delivery organization and the customer for any required activity are signed and correctly managed;

  • Managing (and evolving, seeking best cost, etc.) the contract of any dedicated 3PP involved in the delivery of the solution

  • Profit & Loss first owner: continuously seeking for operational and financial performance improvement of the delivery solution, in line with contractual and business case expectations; responsible for following and improving the governance model with the Customer to report the SLA and operational KPI performances as defined by the contract

  • People's manager:

  • Ensuring all HR directives are followed for people in line of management and functional management

  • Co-creating development plans with all staff, along with succession plans for self and critical roles in the organization

  • Planning accordingly the availability of operational/delivery resources and/or procedures for any new service or resource on the contract scope

Required Education and Experience

  • Academic degree in some aspect of Telecommunications and/or Business Management

  • Minimum 15 - 20 years experience in a combination of Technical & Operational Management, Financial & Business Management, Customer Relationship and Business Development Experience, and Leadership and Change Management Experience

  • Demonstrated ability to deliver P&L results successfully in a major services division or company, and ability to drive business development

  • Leadership experience with large line organizations and leadership of change management programs

  • Proven ability to lead multi-disciplinary teams across numerous onshore and offshore locations

Competence Requirements

The following Ericsson competences are required:

  • Leadership capabilities at Senior Leaders according to the Leadership Framework

  • Business Leadership: Customer Understanding, Execution

  • Thought Leadership: Strategic Thinking, Innovation

  • People Leadership: Bring the best out of everyone, Influence

  • Organizational Leadership: Break down complexity, Mobilize teams, Drive change

  • Self Leadership: Curiosity, Develop Oneself, Adaptability


  • Business Capabilities

  • Business & Commercial skills Able to create business rationale and promote the value of our solution at the same time managing cost and revenue

  • Consultative/Sales skills able to behave in a consultative manner in order to identify and develop opportunities by providing the right solutions according to customer's needs

  • Operational Service & Transformation Management able to understand and manage customer's key parameters; communicate the value and performance of the technologies that are impacted; able to identify, promote and facilitate strategies and transformational change

  • Technical Capabilities

  • Telecom Operations, Customer Management, Managed Services

  • Understands and can explain in plain words the Operators different processes to fulfil their business

  • Network understanding and experience in both NOC and Field Services (early adopter of new technologies, tools, AR/VR, AI/ML, etc.)

  • Strong OSS and BSS background in either a carrier or systems integrator setting

  • Customer insight

  • Project/Program & Portfolio management skills

  • Problem solving

  • Managed Services Delivery SLA and BC Fulfillment

  • Managed Services Customer Relationship Management

  • Managed Services Delivery Solution (creation and implementation)

  • MSTOP/ITIL/eTOM knowledge

  • Application Operation & Business Process Outsourcing

  • Managed Datacenter & Cloud Operations

  • Managed SDN/NFV Operations

  • IT & Data Security

  • English is a must and other languages are highly valuable.

  • Location- Basking Ridge, NJ

  • LI-MR*

DISCLAIMER: The above statements are intended to describe the general nature and level of work being performed by employees assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required of employees assigned to this position. Therefore employees assigned may be required to perform additional job tasks required by the manager.

We are proud to be an EEO/AA employer M/F/Disabled/Veterans. We maintain a drug-free workplace and perform pre-employment substance abuse testing.

Ericsson provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, sexual orientation, gender identity, marital status, pregnancy, parental status, national origin, ethnic background, age, disability, political opinion, social status, protected veteran status, union membership or genetics information.

Ericsson complies with applicable country, state and all local laws governing nondiscrimination in employment in every location across the world in which the company has facilities. In addition, Ericsson supports the UN Guiding Principles for Business and Human Rights and the United Nations Global Compact.

This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, training and development.

Ericsson expressly prohibits any form of workplace harassment based on race, color, religion, sex, sexual orientation, gender identity, marital status, pregnancy, parental status, national origin, ethnic background, age, disability, political opinion, social status, protected veteran status, union membership or genetic information.

Ericsson will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by Ericsson or (c) consistent with Ericsson's legal duty to furnish information.

Employee Polygraph Protection Act Notice - Employers are generally prohibited from requiring or requesting any employee or job applicant to take a lie detector test, and from discharging, disciplining, or discriminating against an employee or prospective employee for refusing to take a test or for exercising other rights under the Act. For more information, visit

Ericsson is an equal opportunity employer and is committed to providing reasonable accommodation for qualified disabled individuals during the application and hiring process. Ericsson will make modifications or adjustments to the job application or interview process that will enable a qualified applicant to be considered for a position. If you require an accommodation due to a disability, please contact Ericsson at or (866) 374-2272 (US) or (877) 338-9966 (Canada) for further assistance.

Primary country and city: United States (US) || || Basking Ridge || ServEng

Req ID: 254533

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Managed Services Chief Operations Officer (Mscoo)