Senior Customer Operations Manager – Samsung Open RAN

Position Summary

Why join our team?
Samsung Networks is an industry leader in Open RAN with commercial deployments in Asia, US, Canada and the EU markets!
As part of our continued expansion across Europe, Samsung Germany is looking to hire an experienced and highly motivated Head of Customer Operations to coordinate the delivery of 2G/4G and 5G Open Radio Access Network with a Tier-1 Operator in Germany. You will handle and lead all aspects of the full delivery commencing in Q1 2025 by building the best in class organisation which will excel in the delivery of a complex project and deliver on all our network KPI's and Support SLA commitments.
This is a permanent position reporting to the Service Director in Samsung Networks Europe Organisation. This role is based in Dusseldorf but will require travel to other project locations in Germany. You may on occasion be asked to travel to other European cities and to the Samsung Headquarters in Korea.
This is an exciting opportunity for the right candidate who can demonstrate a consistent record in delivering complex mobile network projects and has extensive experience in creating and maintaining highly satisfied customers.

Role and Responsibilities

• Responsible for coordinating the entire program from start to finish, ensuring the achievement of all program goals and maintaining the highest level of delivery quality.
• Build and maintain excellent customer relationships from the outset throughout the customer organisation up to CxO level thereby leading to a highly engaged and satisfied customer that maximises the chances of further opportunities & growth
• You will work closely with our customer in defining the e2e Program deliverables and associated timelines and you will be responsible for the deployment master plan during its entirety.
• You will work with key collaborators to ensure all program achievements are reached and communicated
• Full accountability for successful Service delivery including all design, integration and testing phases.
• Responsible for development and management of all process/procedures associated with the delivery functions
• Provide regular internal & customer reporting to all collaborators including program progress, risks, issues & achievement adherence
• Ownership for the Program Governance including the Program Review meetings with the customer and internal project alignment meetings
• Ownership of the program RACI ensuring any updates are communicated both internally and with the customer
• Responsible for all Program Key Performance Indicators and associated risk/issue management
• Responsible for all program phases and interface points to both customer and Samsung internal functions
• Handle the program resource plan ensuring that the Samsung organisation is enabled in an effective and timely manner to avoid jeopardising the delivery
• Be responsible for the planning activities with Samsung RnD in Suwon to ensuring the plan is achieved, risks and issues managed and all team members are aware of progress
• Manage the customer engagement on the ground ensuring the highest levels of customer engagement and satisfaction
• Timely analysis & reporting of activities including breakthrough achievement, risks, issues and success points
• You will be responsible for the relationship with our Global Service Centre in India ensuring timely identification of resourcing needs and ensuring all offshore services are delivered to an extraordinarily high standard
• You will build and provide leadership to a highly motivated organisation of technical practitioners, program managers, supply chain and technical support staff in a matrix organisational structure
• Responsibility for the full end-to-end delivery of the program including adherence to all program achievements and ensuring the highest quality of delivery throughout

Skills and Qualifications

To be successful, you will possess the following skills and attributes:

• Fluent in spoken and written English and German
• Educated to Degree Level, preferably in Telecoms, Electronics or Computer Science/IT
• Project Management certifications e.g. PmP, Prince2 or ITIL Service Management
• Proven experience in a Senior Program role in the telecom/IT sector
• Consistent track record in the delivery of complex large scale programs preferably in the area of Radio Access Network Delivery
• Validated experience in working with large scale multi-functional teams in the delivery of complex IT and Core Telco projects
• Shown customer and collaborator managements skills
• An excellent understanding of the relationship between supplier and customer during program delivery, with a demonstrated ability in a similar role.
• Exceptional communicator both internally and towards the customer to CxO level
• Excellent organisational skills and an ability to anticipate customer’s needs and act accordingly
• Excellent level of presentation, communication and planning skills.
• Ability to prepare & deliver complex program plans and associated updates to a high standard within tight timescales.
• Highly effective Program leader who recognises the power of a positive team environment in delivering results
• Excellent report writing skills
• Exceptional ability to navigate large and complex organisations to build relationships and influencing capabilities
• Excellent communication and presentation skills

* Please visit Samsung membership to see Privacy Policy, which defaults according to your location, at: https://account.samsung.com/membership/policy/privacy. You can change Country/Language at the bottom of the page. If you are European Economic Resident, please click here: https://europe-samsung.com/ghrp/PrivacyNoticeforEU.html