Service Delivery Line Manager at Ericsson

Job description

Job Summary

Req ID: 197424

The Service Delivery Line Manager FSO (Field Service Operations) Network Services is responsible for the operation of one FSO within a specific country. Accountable for the Field Service delivery, FSO people, operational results, financial performance, and compliance with the FSO Mode of Operation. Ensures FSO performance meets the contract KPIs and Customer Satisfaction score expectations.

Responsibilities & Main Activities

• Guarantee that field services in the country is delivered in accordance with contract and with customer and employee satisfaction
• Ensure financial results are positive through close attention to cost control, absorption, and growing unadjusted margin
• Drive add on sales for field-related activities
• Support sales effort in finding and securing new field services business
• Motivate and manage performance of the FSO staff
• Develop and retain employee talent
• Monitor operational performance of the FSO and ensure compliance with the applicable WLAs & SLAs
• Drive synergies through concepts of one FSO to many customers and one FSO to multiple technologies
• Encourage innovation and efficient work practices
• Drive safe work practices and emphasize adherence with OHS compliance and procedures
• Ensure compliance with Ericsson security policies
• Utilize regional and global information sharing, common tools, common metrics, and processes
• Communicate directly with internal customers to achieve customer satisfaction and work continuation.
• Effective fleet and warehouse management aligned with work forecast and continuity
• Primary interfaces include: Human Resources Generalist(s), Country-level Finance contacts, Service Line Heads, Delivery Flow / Customer Project Managers (CPMs, Resource management

Education

University degree required and extensive experience in service delivery

Required Skills And Experience

• Experience leading large and dynamic line organizations
• Must possess strong leadership skills, with proven ability to lead a diverse technical work force
• Experience managing teams across dispersed geography
• Experience in the operation of mobile telecommunications networks, landline networks, and microwave transport
• Broad understanding of telecommunication and IT technologies
• Experience with pre-sales and business start-up activities including business case creation, costing, staff dimensioning, and organizational design
• Knowledge of Ericsson ways of working and processes an advantage
• Good English oral and written communication skills
• Strong presentation and public speaking skills

Why is Ericsson a great place to work?

Ericsson is the driving force behind the Networked Society - a world leader in ICT. Our long-term relationships with every major telecom operator in the world allow people, business, and society to fulfil their potential and build a more sustainable future.

Our services, software, and infrastructure - especially in mobility, broadband and the cloud - are enabling the telecom industry and other sectors to do better business, increase efficiency, improve the user experience, and capture new opportunities.

With approximately 115,000 professionals and customers in 180 countries, we combine global scale with technology and services leadership. We support networks that connect more than 2.5 billion subscribers. Forty percent of the world’s mobile traffic is carried over Ericsson networks. And our investments in research and development ensure that our solutions - and our customers - stay in front.

At Ericsson, we give our employees the freedom to think big. Your ideas and innovations can turn into achievements that impact society and change the world. Are you ready to be a change-maker? Learn what makes YOU + Ericsson a powerful combination. Join us today.

Founded in 1876, Ericsson has its headquarters in Stockholm, Sweden. Net sales in 2014 were SEK 228.0 billion (USD 33.1 billion). Ericsson is listed on NASDAQ OMX stock exchange in Stockholm and the NASDAQ in New York.

Ericsson provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, sexual orientation, marital status, pregnancy, parental status, national origin, ethnic background, age, disability, political opinion, social status, veteran status, union membership or genetics.

Ericsson complies with applicable country, state and all local laws governing nondiscrimination in employment in every location across the world in which the company has facilities. In addition, Ericsson supports the UN Guiding Principles for Business and Human Rights and the United Nations Global Compact.

This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, training and development.

Ericsson expressly prohibits any form of workplace harassment based on race, color, religion, sex, sexual orientation, marital status, pregnancy, parental status, national origin, ethnic background, age, disability, political opinion, social status, veteran status, union membership or genetic information.