Job Title: Head of Service Delivery – Cluster East
Organisation: Ericsson
Duty Station: Kampala, Uganda
About Organisation:
Ericsson is a world-leading provider of telecommunications equipment & services to mobile & fixed network operators. Over 1,000 networks in more than 180 countries use Ericsson equipment, & more than 40 percent of the world’s mobile traffic passes through Ericsson networks. Using innovation to empower people, business & society, we are working towards the Networked Society, in which everything that can benefit from a connection will have one. At Ericsson, we apply our innovation to market-based solutions that empower people & society to help shape a more sustainable world.
Job Summary: We are looking for a Head of Service Delivery for Cluster East in CU CEA whose profile fits the expectations listed below. As the overall Program Director, the successful candidate will have full execution accountability, strong customer focus, drive for add-on sales and a clear focus for operational excellence, financial control, communications, and operational relationship across multiple accounts/operators.
The candidate must have a passion for exceeding customer expectations, a full knowledge of the Ericsson Cloud Software & Services portfolio and to bring pro-active initiatives for sales and delivery. This role will report to the Head of Cloud Software & Services CU CEA. This is a senior customer facing and leadership role!
Key Duties and Responsibilities:
- 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
Qualifications, Skills and Experience:
- 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
How to Apply:
All candidates should apply online at the link below.
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