Head of Services, Business & Operations

About this opportunity
We are now looking for a Service Delivery Manager who will be responsible for ensuring the correct and proper delivery of customer support services to our customers. In this role, you will be responsible for the financial and commercial performance of delivered customer support services. You will also ensure that agreed margins are achieved whilst delivering Service Level Agreement fulfillment and customer happiness. The role also includes leading the customer network support engineers’ team and working closely with the competence centers, global support, and product line maintenance teams.
What you will do
Main Responsibilities:
Drive an organization focused on service excellence for the SA in close collaboration with SDUs and MA/CA delivery
Responsibility of securing competence for SA offerings to support release and rollout of deliverables in a timely manner.
Define delivery models, key success factors, resources mix, right shoring to ensure competitive service delivery.
Define and drive industrialization and automation assets for the services portfolio outside the product itself.
Define and drive serviceability requirement for the SA portfolio as well as identify future service offerings.
Build and execute pre-sales and scoping to ensure project deliveries and success in execution.
Proactively track key projects and ensure intervention to secure project success.
Develop a one team and a performance-oriented culture across service delivery (MA CSS and BA)
Continuously build diverse talent to secure competitive competence in the unit.



Key Attributes:
Ability to drive services aspects for the SA to ensure a complete product and services offering.
Ability to provide a clear direction, priorities, and success criteria.
Ability to One team approach across SA, SDU and MA.
Ability to lead in a complex business and organizational environment.
Strong in execution, driving improvement and business excellence in the unit
Ability to build and retain competitive competence & diverse talent



Leadership:
Excels in execution: fix roadmap and deliver on commitments, makes prompt, clear decisions which may involve tough choices or considered risks
Courageous Leadership – ability to provide a clear direction, set appropriate standards of behaviour, motivate, and empower
Agile leadership – ability to effectively change direction and focus of the organization based on business & customer requirements
Enable people - Experience in running large R&D organizations and managing large global diverse matrix organizations.
Drive Innovation and Customer Excellence
Positive, committed to and able to drive change
Strong organizational and communication skills.



You will bring
University degree in Engineering / ICT
Extensive track record of successfully achieving results in a complex cross functional organization.
Deep understanding of our processes and tools to intercept and coach performance across functional domains.
Strong business acumen and how to drive profitable growth. Excellent financial awareness and how services impact our financial performance.
High integrity



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.

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: 705479