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
- 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.
