Daniel Figueiredo

Experience

• 

  Ericsson

  Nov 1998 - now

  Managing a multiple country team, with resources located in 7 different countries, providing services for multiple Customer Units.Provide efficient software support delivery, directly or indirectly via the unit resources for your responsibility area across allocated CUs in Europe and North Africa.• Align delivery with the overall service delivery processes, models, and team strategies, • Build a productive work environment for individuals and own organization• Look after unit finance within your cost centers• Leading, supervising, and responding to change in a high pace environment• Lead the service delivery team, managing conflict, and ensuring the team's processes and tasks are carried out efficiently.• Mentor the team, to interact with them and to support them in their professional growth, and to identify and recognize talents• Drive operational performance, innovation, and continuous improvement• Take accountability for profit and loss of the assigned unit and empower the organization to drive to achieve business outcomes. Show less The Service Delivery Manager (SDM) shall take ownership of the customer relationship responsible for ensuring the correct and proper delivery of Customer Support services as specified in the contracted support agreements with Ericsson’s customers. The SDM is always responsible for Customer Business Execution and the complete delivery of Customer Support Services for the specified customer(s).• Develop and maintain effective working relationships with internal and external stakeholders.• Managing finances and budgets.• Perform project planning, secure resources, executing project activities, monitoring, and supervising project• Lead project execution and project governance: track project activities, supervise and handle changes, conflicts, and critical issues. Show less Customer Technical ManagerTeam leader for technical domains within customer support area, CTM is the first point of escalation for the customer for technical matters.• Management of the CNS team, on a daily basis • Hold or participate in regular Customer technical meetings• Responsible for the Operational delivery of the service towards the Customer.• Ensure operational performance improve by detecting andresolving problems before they cause downtime, minimizingservice disruptions.• Supervise CNS teamwork and adjust priorities, lead by example• Monitor & follow up on all open issues, escalating when necessary Show less Senior Services & Support Engineer IP & Broadband & Core Main activities and responsibilities :Provide the contracted customer support services according to established processes: ° Ensure In-Service Performance objectives are achieved for the assigned customer° Reviewing the answers/solutions° Giving guidance amongst Operation & Maintenance instructions° Participate in the competence development° Implementation of proactive maintenance procedures° Product presentation and training° Support to technical decisions° Emergency support 24/7 Show less

  • Head of CNS, Service Delivery Line Manager

    Jan 2023 - now

  • Service Delivery Manager (SDM), responsible for the Customer Support Services

    May 2017 - Dec 2022

  • Customer Technical Manager

    Jan 2011 - Jun 2017

  • Senior Services & Support Engineer

    Nov 1998 - Dec 2010