Customer Support Manager Cloud Area (678388)

About this opportunity
Do you want to be an active part of the transformation journey for Customer Support in the new technology shift? Here is the chance to lead innovation in future support readiness

We are now looking for the Customer Support Manager Cloud Area in the Business Area Cloud SW and Services. This role will report to the Head of Customer Support Business Operation and will be part of the unit LT.

What you’ll do:
Go-live process: Make sure we have proper readiness and introduction for new technology/new product. Help and support Market Areas and Global support
Full LCM control: Manage with enough time end-of-maintenance, End-of-support product, make replacement or extension plan with respective MAs and CUs.
Control on P-CSR/CSR trend: support the implementation of G-ISC with the goal to reduce the end-to-end cost and improve the fault resolution turnaround time
Work closely with the Solution Areas to secure a proper quality monitoring of product issue, report to PDU, prioritize and escalate when needed
Strategy, Sales and profitability: Connected with MA to drive and steer business opportunities
Drive Portfolio alignment BNEW/BCSS
Secure that the proper Tools and Automation initiatives are driven for the readiness and delivery of Customer support activities
Collaborate and maintain relationships with Solution Areas, Delivery units and Market Areas
Distribute information to internal partners and call out delivery Issues
You will stay up to date with financial and operational data for your domain
Identify new business opportunities coming from technology evolution as well as new Services Customer requirements


To be successful in the role you must have:
Min 5 years of experience in product management and/or Customer Support delivery
Preferable all Digital Services products portfolio with a mandatory deep knowledge of the XYZ domain
Cloud and hyperscale architecture and LCM
Transformation from native to Cloud/virtual
Enterprise business post go-live
Business case, profit and loss, SDP process for traditional CSP
CS business understanding for Tier 3/4
SW life cycle management
Change management, organization integration (System Integration + Customer Support) and operational excellence
Quality assurance process & monitoring
Automation & AI
Excellent Communication and Presentation skills
Market insight, financial analysis skills, Negotiation and argumentation
Tableau and strong Excel knowledge
Analytics and database
KPI establishment and tracking
You possess PROPS-C process and hardware services knowledge
Senior capability in implementing strategy and driving change in a large/matrix organization
You have strong business understanding and Ericsson business knowledge
You will promote knowledge sharing and mentoring
Trade compliance knowledge
Responsible for delivering results & meeting customer expectations
You will drive Entrepreneurial & Commercial Thinking


Additional Requirements:
Very good leadership and management skills
Excellent social skills and strong customer orientation
Self-motivated and teammate.
Ability to adapt to change
Automation of task and business operation workflow
Multicultural experience and understanding of local cultures/dynamics
Deciding & initiating action
You are capable of coping with pressures & setbacks
Promote networking
Understanding of data privacy & security


Application
You are very welcome with your application in English. The selection process will start in parallel to the job posting period, please do not wait with submitting your application.
Please note that we cannot process applications sent via email.
Recruiter: Neena Svensson neena.svensson@ericsson.com
Location for this role is preferable: Stockholm, Sweden.



Why join Ericsson?
At Ericsson, you´ll have an outstanding opportunity. The chance to use your skills and imagination to push the boundaries of what´s possible. To build never seen before solutions to some of the world’s toughest problems. You´ll be challenged, but you won’t be alone. You´ll be joining a team of diverse innovators, all driven to go beyond the status quo to craft what comes next.

What happens once you apply?
Click Here to find all you need to know about what our typical hiring process looks like.


Encouraging a diverse and inclusive organization is core to our values at Ericsson, that's why we nurture it in everything we do. We truly believe that by collaborating with people with different experiences we drive innovation, which is essential for our future growth. We encourage people from all backgrounds to apply and realize their full potential as part of our Ericsson team.
Ericsson is proud to be an Equal Opportunity and Affirmative Action employer, learn more.
Primary country and city: Sweden (SE) || Sweden : Stockholm : Stockholm
Req ID: 678388