Operations Governance Head

Norconsult Telematics

Job Description & Responsibilities:

• Oversee the implementation of managed services contracts and deliveries for all network domains, ensuring MSP delivery models comply with the security and data governance requirements of the program.
• Collaborate with Network Operations to ensure that new MSPs are onboarded successfully and existing MSPs incorporate new responsibilities as per the operations scope of the project.
• Build and manage the Operations Governance Team to deliver responsibilities in the following areas:
• Change Management
• Establish a change management function to manage and enhance all changes required to the processes, agreements, and network with all stakeholders to ensure the stability and continuity of the services, including:
• Managing OLA and SLA enhancement plans.
• Manage the MC COWs' movement.
• Managing the CM process.
• Manage interface with design & implementation functions.
• Capacity management and congestion mitigation.
• Managing Automation & Digitalisation.
• Performance Management and Service Excellence
• Establish and manage a monitoring and reporting assurance function to ensure implementation of SLA management processes for efficient and accurate reporting, including.
• Real-time monitoring, daily/weekly reporting.
• Fault handling and reporting & escalation via SMS/email.
• Categorise faults, manage exceptions, and perform SLA compliance assessment.
• Repeated Faults and major RC reports.
• Governance of Service Excellence, including the customer complaints handling process.
• Establish and manage a reporting function to implement reporting processes for network performance, including network and service KPIs, as well as network operations performance metrics (MTTR).
• Ensure effective monitoring of network utilisation, change management, upgrades, asset movement, and other operational activities.
• Drive proactive initiatives and develop mitigation plans with Network Operations and MSPs to proactively address issues and target continuous improvement of network performance and customer experience.
• QA and Acceptance
• Oversee and govern the acceptance process for all network asset handovers from Delivery to Operation, and collaborate with Network Operations to manage acceptance of all Vendor deliverables.
• Collaborate with Delivery Team to control Vendor Acceptance and handover
• Implement field QA processes to supervise and control vendor implementation quality and manage and escalate field quality issues.
• Manage acceptance of infrastructure delivery to the Service Operating Unit.