Description
Purpose of Job Role:
Responsible for the financial and operational and delivery performance of the Operations Assurance and Broadcast Operations assignments within a Managed Services Deal. Responsible to manage the applicable WLAs and OLAs with delivery organizations, manage the delivery of operations, ensuring that operations delivery is fulfilling the contracted Service Level Agreement (SLA) and to serve as the primary escalation point for critical incident, Broadcast Delivery Operations escalations, and performance reporting towards the customer.
Behavioral competences
Delivering Results & Meeting Customer Expectations
Analyzing
Persuading & Influencing
Deciding & Initiating Action
Entrepreneurial & Commercial Thinking
Relating & Networking
Responsibilities Tasks:
Operations Delivery Management
Operational Management for the end-to-end operations activities delivery (1st & 2nd line operations, Customer Problem Management, Service & Resource Fulfillment and Field Services, Content Preparation, and Content Delivery and Distribution) towards the specific customer.
Delivery performance Management.
Based on the contractual SLA, establishes the WLA between the MSIP and the operations delivery units, and manage the operations activities delivery performance;
Manage customer networks, Broadcast and IS/IT performance reporting to the customer based on the operational reports;
Coordinate and facilitate the operational interface between operational delivery units and the customer's retained organization (ex. Customer care center) required to fulfil the SLA, establishing OLA (Operational Level Agreements) whenever necessary.
Incident Management:
Perform hierarchical escalation in case of critical (or optionally major) incidents and act as the main interface to the customer; Initiate and coordinate the management bridge during critical (or optionally major) incidents, reporting the resolution status to the customer management organization.
Responsible for coordinating the Incident Management status customer reporting meetings as part of the MS Governance Model;
Problem Management Secure Problem:
Management activities are efficiently performed and are supported by the other delivery organizations and MSIP functions.
Coordinate the Problem Management status customer reporting meetings as part of the MS Governance Model;
Seek customer approval for problem solutions that depends on customer acceptance or action, and negotiate penalties exception in case of customer non-acceptance.
Preventive Maintenance
Secure that the preventive maintenance plan covers customer requirements and grant customer approval when necessary.
Ensure that impacts due to forecasted periodic maintenance are reported and agreed