Job Description – Head of Service Line, Service & Repair
Summary
Head of Service Line Service & Repair (S&R) reports to the Head of Networks MMEA and is a member of the Market Area Networks Leadership Team.
The Head of SL S&R is responsible to achieve the financial targets set by Head of Networks in the Market Area. And, is responsible for sales support and delivery of the services portfolio that the SL represents.
The Head of SL S&R is also, responsible for operational management of all SL resources, regardless of location in the Market Area as well as implementation of strategies needed to secure business objectives.
Key Responsibilities

• Drive business development & portfolio argumentation for the services portfolio that the SL represents
• Drive Solutioning & Commercial Strategy
• Drive solutioning, scoping & costing
• Provide services pre-sales support including competence for pre-sales and Core-3 roles (e.g. CSR, CFR).
• Drive forecasting, dimensioning and optimization of the delivery capacity based on business needs as well as operational efficiency, i.e. accountable for cost of delivery
• Define and execute competence strategy for the SL to secure capability across all areas of the SL portfolio along with closing SL critical competence gaps
• Sign-off of scope, time and cost, including resource mix (own resources, FSO, GSO, other regions, ARPs or ASPs) for pre-sales and delivery within SL portfolio.
• Delivery of contractually committed services
• Fulfillment of agreed business/financial targets as well as customer satisfaction targets
• Manage SL related customer and CU escalations
• Secure close co-operation with GSO Delivery Flows and Customer Unit Operations
• Secure usage of global processes, methods and tools applicable for the SL
• Drive continuous quality and operations excellence.
• Drive business lead generation activities
• Build a services culture and ways of working characterized by proactive attitude, teamwork focus, strong performance ethics, high professionalism and high energy. Lead by example.
• Proactively work with the service portfolio owners for strategic development of the area

Impact
Head of SL S&R is responsible for Domain Networks targets in the Market Area (e.g. NS, UM etc.)
Head of SL S&R is responsible for fulfillment (scope, time, cost, quality) of service delivery, within the SL portfolio, to the customers.
Head of SL S&R builds and maintains capabilities needed for the Market Area, as required to meet business needs to achieve

profitable growth and customer satisfaction
Work closely with Domain Networks for continuous improvements of services delivery to the customers
Requirements 
Education:
• University degree in Business or Engineering / ICT.

Experience:
• 10-15 years of experience in managerial positions within the telecom and/or ICT industry
• Extensive experience in pre-sales support and service delivery across all areas of the SL portfolio
• Ability to effectively translate customer engagements needs into requirements on the SL.
• Experience in forecasting and dimensioning of delivery capacity based on business needs
• Ability to lead a service delivery organization cross multiple geographical sites towards multiple customers
• Senior capability in managing and driving change in a large, complex organization
• Ability to attract, develop and retain competence in the SL
• Ability to lead multi-cultural and cross-functional teams, empowering and creating synergies
• Ability to manage relationships at the highest level within Ericsson as well as the customer organization. Strong driver of one Ericsson

Competence:
• People leadership, senior capability in managing and driving change in a large, complex organization with multiple customers
• Strong cultural awareness and excellent interpersonal communications and networking skills
• Thought leadership and commercial understanding as needed to identify short and long term business priorities
• Strong business and innovation mind
• Lead by example

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.

Primary country and city: Jordan (JO) || || Amman || IT

Req ID: 201279

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