G-ISC Program Manager

Our Exciting Opportunity!
We are looking for an experienced Program Manager to join the BCSD SD CS Operations team. The Customer Support Program Manager will focus on G-ISC implementation and later will be the accountable role for the overall delivery and future development of it. It is a strategic role targeted to establish G-ISC as the trusted project deployment support center in BCSS. G-ISC delivers fast, cost-effective resolution to issues faced by SI projects-under-deployment. The G-ISC Program Manager will drive a pool of senior and experienced SMEs along with Domains Support Leaders, nominated by the SDUs, GS & PIDS team to offer ticket-based troubleshooting for project issues.

You will
Program expansion in all MAs
Work with MA DGS[CMC1] and CS leaders to promote G-ISC and create awareness in DGS Project and SDM communities.
Supervise the MA projects’ onboarding and ensure full-scale adoption of G-ISC as the first project support channel


Domain Competence
Forecast on a quarterly basis the capacity required in G-ISC in each domain to handle the project tickets and coordinate with SDU, GS and PIDS Domain Leaders to ensure that G-ISC has the right capacity.
Evaluate the evolving needs of new technology/product competence in each domain in consultation with the MA DGS SD and prioritize competence readiness with resource fulfilment units.


Operational Excellence:
Ensure that G-ISC service is easy-to-use for DGS project teams: efficient Process & Tools set-up
Drive the change from reactive ticket handling to Problem Management approach: ensure Knowledge repositories are updated from the G-ISC tickets and the G-ISC pool has access and habit of searching various Knowledge Management databases across Ericsson (e.g. METIS, PDU JIRA, MHWeb, SDU KMs)
Act as the escalation point (Technical & functional) for DSLs for cross-domain, MA related issues.


G-ISC Performance
Ensure KPIs/Success factors are achieved and reported periodically.
Conduct regular governance with SDU Leaders, MA drivers, CUs and key projects in order to present G-ISC performance, take feedback and ensure improvement actions to enhance customer experience.
Ensure financial viability i.e. cost recovery from projects is done timely and sufficiently to cover G-ISC costs.


To be successful in the role you are
Strong senior leadership stakeholder management skills (Need to work directly with BCSS SDU Domains Heads, Business Operations, MA & CU management, BCSS Customer Support & BNEW SAN SAS Leadership)
Good understanding of BCSS portfolio and experience in Service Delivery
Strong program management skills
Good understanding of processes, methods and tools and their use in the software development/system integration/ticket handling process
Structured and meticulous in planning and problem solving
Detailed and quality-oriented but yet cost efficient
Very good written and verbal communication skills
Exposure to multicultural experiences will be a definite advantage
Possess excellent presentation Skills


What´s in it for you?
Here at Ericsson, our culture is built on over a century of courageous decisions. With us, you will no longer be dreaming of what the future holds – you will be redefining it. You won’t develop for the status quo but will build what replaces it. Joining us is a way to move your career in any direction you want; with hundreds of career opportunities in locations all over the world, in a place where co-creation and collaboration are embedded into the walls. You will find yourself in a speak-up environment where empathy and humanness serve as cornerstones for how we work, and where work-life balance is a priority. Welcome to an inclusive, global company where your opportunity to make an impact is endless.

What happens once you apply?
To prepare yourself for next steps, please explore here: https://www.ericsson.com/en/careers/job-opportunities/hiring-process

Application Process:
The recruitment is ongoing, please submit your application as soon as possible​​​​​​​
Responsible recruiter: Richard Gask, richard.gask@ericsson.com.

Why is Ericsson a great place to work?
Ericsson is the driving force behind the Networked Society where every person and every industry is empowered to reach their full potential. Mobility, broadband and the cloud are transforming the world, enabling industries and society to provide better services, capture new opportunities, improve businesses, increase efficiency, and create new user experiences.
Our services, software and infrastructure support every major telecom operator in the world. The transformation that this brings allows people, business, and society to fulfil their potential and build a more sustainable future. With some 115,000 employees and customers in 180 countries, we combine global scale with technology and services leadership. We support networks that connect more than 2.5 billion subscribers. 40 percent of the world’s mobile traffic is carried over Ericsson networks. And our SEK 100 billion investment in research and development over the last three years ensure that our solutions – and our customers – are at the forefront of innovation.