Managed Services Governance Lead

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.