Managed Services Governance Lead

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.

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

Nice to have

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