Job Description

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About this opportunity:

We are looking for a Head of Service Delivery for Multiple Accounts in CU CEA CSS 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!

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
Would you like to take a tour to "Life at Ericsson MEA", visit short video https://youtu.be/3_O_MTt0PAY?si=HnqI4J3gpj2papL

Why join Ericsson?

At Ericsson, youll have an outstanding opportunity. The chance to use your skills and imagination to push the boundaries of whats possible. To build solutions never seen before to some of the world's toughest problems. Youll be challenged, but you won't be alone. Youll be joining a team of diverse innovators, all driven to go beyond the status quo to craft what comes next.

What happens once you apply?

Click Here to find all you need to know about what our typical hiring process looks like.


Encouraging a diverse and inclusive organization is core to our values at Ericsson, that's why we champion it in everything we do. We truly believe that by collaborating with people with different experiences we drive innovation, which is essential for our future growth. We encourage people from all backgrounds to apply and realize their full potential as part of our Ericsson team. Ericsson is proud to be an Equal Opportunity Employer. learn more.

Primary country and city:

Kenya (KE) || Nairobi

Req ID:

764614