The role of Head of Service Delivery - Multi Country at Ericsson involves comprehensive operational and commercial leadership across multiple customer engagements, focusing heavily on successful project delivery, post-delivery support, financial performance (P&L), and driving customer satisfaction and revenue growth through add-on sales. This senior leadership position requires deep experience in managing complex programs, financial responsibility, and operational excellence, particularly leveraging agile methodologies and navigating a complex matrix organization.
Responsibilities
- Proven experience in building and managing operational relationships with the customer, not only concerning delivery but also post-delivery support, and excelling in the management of escalations.
- Maintain an extensive network within the Business Area and Service Delivery organizations to enable program outcomes, particularly when critical aspects related to people or product require escalation.
- Must ensure sales forecast accuracy for the quarter being delivered and maintain a relatively solid forecast of growth in net sales for the financial year.
- Proven record in generating add-on sales based on the customer installed base.
- Must be able to work effectively 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 (KPIs)
- 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, including monthly handshake of Supply forecast with CU Supply SPOC.
Required Skills and Qualifications
- Minimum 7-10 years’ experience in leading people (architects, integrators, engineers, operations staff) either in customer programs, operations or as a domain line manager, with experience in pre-sales, delivery of projects, and operations.
- Education qualifications: minimum bachelor’s degree (BA/BSc/HND).
- An MBA or equivalent master's degree 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 the installed base in place.
- Demonstrated Business and sales acumen.
- Excellent Customer engagement at Senior level.
