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.
Join our Team
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.
Similar Jobs at Ericsson
Cloud • Information Technology • Internet of Things • Machine Learning • Software • Cybersecurity • Infrastructure as a Service (IaaS)
Execute HR delivery tasks, investigate and resolve escalations, perform SOX controls, oversee invoicing and financial operations, support candidate sourcing and selection, manage vendor relationships, analyze HR processes and recommend improvements, and communicate findings to stakeholders.
Top Skills:
Bmc Case ManagementSap Successfactors
Cloud • Information Technology • Internet of Things • Machine Learning • Software • Cybersecurity • Infrastructure as a Service (IaaS)
Lead and transform Managed Services business operations across India, South-East Asia and Oceania. Design operating models, drive OHS/Target Zero programs, own financial planning and forecasting, coordinate workforce and capacity management, implement contract and performance governance, manage operational risk and compliance, drive customer satisfaction, and lead transformation, automation and people development for the Business Operations team.
Top Skills:
Ericsson Group Management System (Egms)
Cloud • Information Technology • Internet of Things • Machine Learning • Software • Cybersecurity • Infrastructure as a Service (IaaS)
Lead end-to-end recruitment for Southeast Asia: design data-driven talent strategies, source and screen experienced candidates, manage interviews, offers and onboarding, operate TA tech (Eightfold, SuccessFactors, LinkedIn), provide market insights, and champion inclusive hiring while partnering closely with senior leaders and HR stakeholders.
Top Skills:
Ai ToolsEightfoldLinkedInSuccessfactorsVideo Interviewing Tools
What you need to know about the Charlotte Tech Scene
Ranked among the hottest tech cities in 2024 by CompTIA, Charlotte is quickly cementing its place as a major U.S. tech hub. Home to more than 90,000 tech workers, the city’s ecosystem is primed for continued growth, fueled by billions in annual funding from heavyweights like Microsoft and RevTech Labs, which has created thousands of fintech jobs and made the city a go-to for tech pros looking for their next big opportunity.
Key Facts About Charlotte Tech
- Number of Tech Workers: 90,859; 6.5% of overall workforce (2024 CompTIA survey)
- Major Tech Employers: Lowe’s, Bank of America, TIAA, Microsoft, Honeywell
- Key Industries: Fintech, artificial intelligence, cybersecurity, cloud computing, e-commerce
- Funding Landscape: $3.1 billion in venture capital funding in 2024 (CED)
- Notable Investors: Microsoft, Google, Falfurrias Management Partners, RevTech Labs Foundation
- Research Centers and Universities: University of North Carolina at Charlotte, Northeastern University, North Carolina Research Campus
