Head of Service Delivery – Multi Country at Ericsson

What you will do:

• Proven experience in building and managing Operational relationship with the customer not only on delivery but also post-delivery support and excel in management of escalations.
• An extensive network in the Business Area and Service Delivery organizations to enable program outcomes in needs of escalations for people and product critical aspects
• Must ensure sales forecast accuracy for the quarter being delivered and a relatively solid forecast of growth in net sales for the financial year
• Proven record in add-on-sales on customer installed base
• Must be able to work in a complex matrix organization
• Must be able to demonstrate operational leadership in project execution and planning. The use of agile methodology to simplify ways of working and enable customer outcomes is a mandatory expectation of this role
• Must be able to collaborate with our Networks, Customer Support & Managed Services organizations where required to the benefit of both Ericsson and the customer.

Key Performance indicators:

• Projects P&L – Meet or improve the SDP3 and TG2 Business Case for each project in your portfolio, adhere to the XLPM methodology, directive and manage projects in Global Chronos
• Customer Satisfaction – The satisfaction of Key Stakeholders in the customer will be based upon feedback/evidence received by the Head of CSS throughout the year
• Add on sales – Meet or exceed your quarterly Add-on-sale targets
• Demand forecast – Secure proper project resourcing and delivery, Monthly handshake of Supply forecast with CU Supply SPOC

The skills you bring:

• Minimum 7-10 years’ experience in leading people (architects, integrators, engineers, operations staff) either in customer programs, operations or as domain line manager with experience in pre-sales, delivery of projects and operations
• Education qualifications – minimum bachelor’s degree, MBA or equivalent master is a plus. Financial background is a plus
• Intimate understanding of the BCSS technology portfolio for the specific program being delivered
• Extensive experience in having managed Projects/Programs with full financial responsibility and forecasting Must be able to build and execute on expansion and evolution plans for installed base in place.
• Demonstrated Business and sales acumen
• Excellent Customer engagement at Senior level