IT Operations Infrastructure Managed Services Delivery Manager | Saudi Arabia

Job Position: IT Operations Infrastructure Managed Services Delivery Manager
Job Description: Ericsson – Riyadh – Job description The main purpose of the role IT Infrastructure Manager is to manage activities carried out within the ITO Managed Services area. This involves management of staff, ensuring that services are delivered according to agreed contracts (follow-up on set KPIs), involvement (or responsibility) in budget activities supporting IT Operations Director and working on improving the organizational efficiency, processes and methods within the relevant area. The activities are carried out within the Managed Services Telecom Operations Practice (MS TOP) area. Responsibilities The Infrastructure Manager is associated to the Readiness, Fulfillment, Assurance and Billing (R-FAB) process area and is the owner of the processes relevant to the Managed Services organization. The IT Infrastructure Operations Manager will be responsible for; Service Delivery as per agreed KPIs and Service Levels Agreements Performance and complete management of all resource deployed and engaged in the IT Outsource Service Oversee training, development and performance management of all Human Resource engaged in the IT Outsource Service Ensure successful rollout of releases (for HW, SW, DB, Appliances, etc.) to keep the IMS systems on latest approved release. Ensure proactive preventive maintenance activities are implemented on the IMS systems to improve the availability of services. Drive deployment of projects or activities in the IMS Domain. Provide effective leadership and guidance to the team members located onsite and offshore. Establish and maintain relationship with key stakeholders and communicate the direction and objectives to team members. Assist in continuously reviewing the team’s activities, make recommendations for improvement and implement approved initiatives to enhance the team performance. Provide reporting to management and leadership on departmental and IMS performance. Manage production outages and escalations end-to-end, ensuring the correct stakeholders…see more details

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