Head of Customer Support, Business Area Digital Services (348915)

Our Exciting Opportunity
Ericsson is going through a big transformation spanning across Product development units, Service Delivery, Sales, and customers as we continue the journey from native to virtual to cloud native and deliver our Software in a true CICD fashion leveraging on automation and orchestration. With many of these changes happening in parallel, we need to be there to support our customers where they are on this journey!
As Head of Customer Support for Business Area Digital Services (BDGS), these are some of the key challenges ahead of you. Do you want to be a part of this continuous evolution of our Customer Support Portfolio and Delivery Strategy? This is a chance to create a considerable impact for our business as well as to learn new areas and accelerate your own skills. What will make a difference for us is your experience and competence but also your personality, ability to collaborate, to facilitate the portfolio and delivery strategy development, influence, and to lead. Does this sound like a new endeavor for you?
Short about Us:
The future will look very different and the future starts today! We are re-inventing the service provider experience and growing into new businesses beyond Mobile Broadband. In Ericsson Digital Services we accelerate the latest innovations delivering best in class Portfolio with leading technologies, built and delivered by skilled and passionate people. We provide leading solutions and platforms in OSS, BSS, Core, Communication Services and Cloud Infrastructure. We are the partner of choice for Service Providers, combining 5G, Automation, AI/ML, Exposure, CI/CD, Distributed Cloud and Web scale with an iconic user experience.
We are looking for a leader who can drive results, secure an evolution of Customer Support, enable simplification across all we do, speed up responsiveness and time to customer, by increasing efficiency, accountability, and empowerment across the organization. The Head of Customer Support is a key stakeholder to drive BDGS Customer Support business profitability in the Customer Support portfolio and ensures end-to-end operational performance according to agreed targets, including achieving superior level of customer satisfaction
The BDGS Customer Support unit is responsible for:
BDGS Customer Support Portfolio strategy, customer offerings and commercial strategy including alignment and reuse across the Solution Areas and Business Areas.
Drive Customer Support Digital transformation, portfolio readiness and market adoption.
Delivery strategy for BDGS Customer Support including competence, tool, site strategy and work with Business Area Networks (BNEW) Customer support to execute strategy
Thought leadership and drive technical/operational readiness for supporting emerging technologies.
Creating a strong Customer Support community across BDGS, BNEW and Market Areas that proactively works based on clear, actionable guidance to achieve growth and increased profitability.
Strategic engagement with Customers for validation and external feedback



To be successful in the role you must have
Excellent leadership skills and proven track record to inspire change, value creation and create a compelling vision for your area of responsibility.
Good business understanding and technical competence
A holistic view and the ability to see the big picture from One Ericsson to the success of the customers
Good understanding of BDGS portfolio (Products & Services) and ability to connect into business trends and disruptions
Good understanding of the end-to-end customer support delivery flow.
Seniority and excellent communication skills to drive strategic discussions with other Business Area/Group Function/Market Area partners and customer C-level
Track record of implementation & working across diverse organizations and units
Ability to lead with empathy and humanness
Ability to take courageous fact-based decisions and cooperate and execute speedily to build a genuine speak-up environment
Extensive experience in Product and Portfolio Management and/or Strategy, and/or customer-facing roles
Extensive experience in Digital transformation, including competence, technology, business, and people and/or have led large strategic transformational projects.
Experience in leading large organizations with direct / indirect responsibility.


The BDGS Customer Support Unit works very closely with BNEW Service Area Networks, BDGS Solution Areas, Service Delivery, Strategy and Portfolio, Sales and Commercial Management, Market Area Networks and Digital Services Domains. The team consists of 14 people including Customer Support Product Managers, Market Area engagement managers, transformation and program managers and shares many of its responsibilities with the BNEW Customer Support Portfolio and delivery teams.
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
The preferred location for employment is Kista, Sweden and reports to Head of BDGS Service Delivery and is a member of the Service Delivery Leadership Team.
Recruiter: Anna Magnusson (anna.magnusson@ericsson.com)
Selection is ongoing please apply as soon as possible.
Kindly note that we cannot process applications sent via email.
Primary country and city: Sweden (SE) || || Stockholm || [[mfield2]]
Req ID: 348915