Business Process Driver

Job description

Req ID: 130428

Business Process Driver - (reporting to the Head of Performance and Quality)

Objective of the job

·  Drive Operational and Business Processes within the Field Services Organisation.
·  Ensuring that there is sufficient documentation, training, processes, tools and systems to optimize delivery efficiency and deliver required levels of performance.
·  Secure that process and system changes have a controlled and desired impact on the operation of the process
·  Drive/control development and maintenance of ways of working including capabilities to support implementation.
·  Lead multi-functional teams to develop and maintain processes, ways of working and local targets for all services delivered by FSO.

Responsibilities

The Business Process Driver is responsible for the FSO efficiency across all Managed Services Contracts.

Operation / Support

·  Perform process and system audits, to ensure both correct implementation and to detect process deviations.
·  Responsible to follow up and secure closure of found actions at audits and assessments.
·  Responsible to secure operational stability of the tools / applications
·  Drive method / system / process improvements.
·  Monitor and report on the operational performance of the FSO.
·  When organizational changes occur (such as consolidation, globalization, or restructuring) – Business Process Driver is to be a key point of contact offering relevant competence and experience.
·  Secure the operational processes adherence and the application of continual service improvement activities.
·  Securing Working Level Agreements (WLA), Operating Level Agreements (OLA), local targets, and global targets operational and financial fulfillment for all services delivered by the organization.
·  Securing that any change that impacts the customer's infrastructure is assessed and the associated risk mitigated.
·  Ensuring operational readiness for new contracts or modified WLA/OLA scope, and proposing and driving Continual Service Improvement activities

Demand handling

·  Gather, validate and prioritize the business case of demands related to the area of responsibility (in cooperation with Operations / Regional Manager)
·  Ensure that the demand received can be aligned with Ericsson processes and applications
·  Participate in global/regional testing of new processes and tools.
·  Secure that developed objects are tested (functionality and interfaces)
·  Communicate the monthly released demand (new function introduction, system demo and etc.)
·  Support business to implement the new functionality

Projects

·  Support the business to define what activities are needed to ensure timely implementation, reporting etc.
·  Ensure that change management techniques and processes are established
·  Secure necessary documentation for the developed solution.
·  Organize the super user training and support on WI updating before project goes live
·  Maintenance of WI and process documentation through lifecycle of project

Requirement of the job

·  Application knowledge within FSO – Remedy, WFM, BI reporting
·  Operative experience from the relevant process area and / or customer account.
·  Change Management skills – 6 Sigma knowledge
·  Planning and organizing skills
·  Analytical skills – data gathering and diagnosis
·  Reporting skills – MS excel, Word, PowerPoint, BI reporting
·  Ability to lead cross functional teams
·  Deciding and initiating action

*LI-CW1

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.

Ericsson complies with applicable country, state and all local laws governing nondiscrimination in employment in every location across the world in which the company has facilities. In addition, Ericsson supports the UN Guiding Principles for Business and Human Rights and the United Nations Global Compact.

This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, training and development.

Ericsson expressly prohibits any form of workplace harassment based on 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 genetic information.

Primary country and city: United Kingdom (GB) || Surrey || Guildford || Consulting&SysInt