Provide operations and administrative support for Field Services: manage logistics, vendor/ASP performance, process improvement, compliance, training, cost quotations, and ensure operational and financial targets are met.
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About the Role
Ericsson Thailand is seeking an experienced MS Governance Lead to manage third-party field service partners and drive operational governance across managed services delivery. The role focuses on improving service performance, customer experience, SLA/KPI achievement, and operational efficiency through effective collaboration with Field Operations, NOC, Problem Management, customers, and global teams.
Key Responsibilities
Requirements
Preferred Experience
Success Measures
Career Growth
This role provides an opportunity to progress into broader Service Delivery Leadership and Problem Management leadership positions within Ericsson.
About the Role
Ericsson Thailand is seeking an experienced MS Governance Lead to manage third-party field service partners and drive operational governance across managed services delivery. The role focuses on improving service performance, customer experience, SLA/KPI achievement, and operational efficiency through effective collaboration with Field Operations, NOC, Problem Management, customers, and global teams.
Key Responsibilities
- Lead governance and performance management of third-party field service partners.
- Drive improvements in MTTR, ticket trends, repeat incidents, and customer experience.
- Ensure compliance with agreed SLAs and KPIs.
- Conduct regular operational and governance reviews with partners and stakeholders.
- Manage escalations and support resolution of critical service issues.
- Work closely with NOC and Problem Management teams to identify root causes and implement corrective actions.
- Monitor service quality and operational performance.
- Prepare operational reports and performance reviews for management and customers.
- Collaborate with local customers and global teams to drive continuous improvement initiatives.
Requirements
- Bachelor's degree in Telecommunications, Engineering, IT, or related field.
- 15-20 years of experience in telecommunications operations, managed services, field operations, or service delivery.
- Strong experience managing field service teams and third-party partners.
- Proven background in NOC operations, service management, incident management, and operational governance.
- Strong project management and stakeholder management skills.
- Experience driving service improvement and operational excellence initiatives.
- Fluent in Thai and English, with the ability to work effectively with customers and global teams.
Preferred Experience
- Experience with telecom operators or vendors in Thailand.
- Background from organizations such as W&W, BBTEC, True FSO, or telecom NOC operations.
- Knowledge of ITIL and managed services best practices.
Success Measures
- Improved MTTR performance.
- Reduced ticket volume and repeat incidents.
- Enhanced SLA/KPI achievement.
- Improved customer satisfaction and operational performance.
Career Growth
This role provides an opportunity to progress into broader Service Delivery Leadership and Problem Management leadership positions within Ericsson.
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