Managed Services Governance Lead

## 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.