Customer Experience Management Principal Consultant at Ericsson

Job Description

• We are now looking for a Consultant, who will drive and/or participate in customer engagements from lead generation to contract fulfilment in agreement with the Key Account Manager. In this role, you will ensure that consulting projects are fulfilled and delivered in time, at a high quality and within budget.
• You will bring value to the customer by analyzing and proposing improvements on customers’ processes, operations, organization, IT or network. Consultants support short and long-term profitable business by interacting closely with our customer teams to identify new business opportunities that benefit both our customers and Ericsson.
• Ericsson sub-Saharan Africa is looking for senior and principal consultants with strong telecommunications industry experience in the operations consulting and transformation domains pertaining to Customer Experience Management and Service Operations. Your role will be to sell and deliver transformation and operational improvement projects to telecoms clients. Work with CIOs to improve operations across IT, OSS, BSS, Marketing and Sales business domains to ensure our customers maximize their technology investments.

The Following Experience Is Essential

• Excellent working knowledge of ICT, network, and business processes in the areas of Customer Experience Management / Service Management
• Working knowledge of using and supporting ITIL and eTOM standards
• Proven sales and delivery record with a focus on transformation and/or operational transformation and efficiency programs
• The ability to create robust value propositions and business cases for systems and process transformation
• Prior consulting experience from within a consulting practice

Role Description

• Sell and deliver transformation and operational improvement projects to telecoms clients
• Shape and lead holistic programs that translate operational shortfalls into transformation programs
• Undertake capability and assessments across people, processes, and systems
• Define target operating models and roadmaps
• Support redesign of working level agreements and processes
• Setup governance frameworks
• Evolve Network Operations to Service Centric Operations by defining the required organisations, structures and ways of working
• Develop consulting practice capabilities

Skills

• Analytical and problem solving skills
• Excellent communications skills (both oral and written) – able to explain complex concepts
• Consultative selling knowledge
• Team and stakeholder management
• Project management
• Persuading & influencing

Experience

• Deep telecommunications industry knowledge esp. around Customer Experience Management and Service Operations
• Excellent working knowledge of ICT, network, and business processes in the areas of Customer Experience Management and Service Operations and OSS/BSS
• Proven sales and delivery record with a focus on transformation and/or operational transformation and efficiency programs for telecommunications companies.
• Working knowledge of using and supporting ITIL, eTOM and security standards. Certification in one or more of these standards is a plus. TOGAF and Frameworx knowledge beneficial.
• Understanding of processes and architecture related to fulfilment, assurance and billing
• Managing cross functional teams
• Experience and ability to interact with senior (C-Level) stakeholders

Requirements

• 6 years + experience in consulting
• 4 years + experience within telecommunications industry architecting end-2end solutions or leading transformation projects
• Previous employment in a consulting company / division
• Willingness and ability to travel in Africa up to 75% of the time
• Minimum relevant 3 year Bachelor’s degree (postgraduate qualification recommended)

Location: South Africa, Ghana, Kenya, Nigeria, Senegal

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