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Service Management Engineer Voice and Mobile

Hierarchical relationship

The Service Management Engineer Voice and Mobile is member of Voice and Mobile service team.

The team is responsible for the architecture and engineering, technical administration, operations, maintenance of the core network elements delivering mobile and fixed telephony services.

The Service Management Engineer Voice and Mobile reports to the Voice and Mobile Service Manager.

Responsibility

Within the team, the Service Management Engineer Voice and Mobile is responsible for maintaining and developing the relationship with third parties (suppliers, partners), in order to ensure a high-quality end to end service from those.

The service management includes all aspects of the third party relationship, including:

  • technical coordination      of all activities involving the partners
  • vendor incident,      problem, change, demand, performance management
  • reporting management:      internal and external
  • financial management:      budgeting, ordering, invoicing
  • relationship      governance management
  • contract management

The Service Management Engineer Voice and Mobile will be involved in the definition of the mobile and fixed telephony network evolution, and take active part of its implementation (analysis, design, delivery, testing) with the external and internal partners.

Functional description (tasks)

The Service Management Engineer Voice and Mobile will be responsible for the following tasks:

  • Third-party service      management: requests, incidents, problems, change, performance and vendors      (partners) management.
  • Development and      follow-up of service oriented (mobile and fixed telephony) KPIs and SLA
  • Development and      follow-up of supplier and third party oriented KPIs and SLAs
  • Mobile and fixed      telephony service management reporting
  • Vendor and third      parties service management reporting
  • Establish and maintain      good contractual and commercial relationship with third parties.
  • Financial third      parties management: budgeting, capacity planning, purchase orders,      invoicing.
  • Third-party governance      and process management
  • Identify improvement      areas, propose enhancements to improve service quality and reliability
  • Participate in the      development and improvement of the Quality Assurance Plan

Profile and domains of expertise 

  • Master Degree (IT,      Telco), or equivalent by experience.
  • Proven experience in a      similar role: technical vendor management, purchasing or service      management.
  • 10 years of successful experience in one or more      relevant domains of the telecommunications industry
  • Project and service Management      experience
  • Good knowledge of      mobile and fixed network architectures: Wireless, GSM, WCDMA, LTE, VoLTE,      Wi-Fi, Roaming

Skills

  • Team Oriented but ability to work      autonomously
  • Quality-focused , strong      sense of integrity, responsibility and initiative
  • Excellent reporting skills, at various      levels, including CxO level reporting.
  • Structured, methodical and meticulous
  • Eager to learn about new technologies      with a passion for telecommunications
  • Good negotiations skills
  • Self-learning skills
  • Self-organized: able to prioritize and      execute multiple tasks efficiently
  • Strong written and oral communications skills: ability to work collaboratively with internal and external clients and suppliers
  • Good knowledge of French and English      (technical, oral and written) is mandatory

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