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:
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End to end responsible for managed services contract for a specific Customer
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Ericsson’s primary contact and escalation point for all matters relating to the execution of the contract including commercial, security & EHS / OHS-related issues
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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
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Ensuring financial and operational performance monitoring & reporting, and driving improvement plans when needed
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Management and development of the customer relationship for the specific contract and ensuring customer satisfaction
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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
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Managing the customer interface with respect to all service delivery contracted under the MSA for a specific customer
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All solutions delivered to Customer by delivery organizations under MSA scope
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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
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Planning with the KAM for contract retention and support the KAM organization in contractual renegotiation or pre-sales for the specific customer
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Line management of the MSCLT organization including ensuring subordinates adhere to Ericsson Code of Business Ethics
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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.
