Head of Delivery SL BOS Pakistan
Job details
Join our TeamAbout this opportunity:
Ericsson is looking for a Head of Solution Line Business and Operations Systems (BOS) Delivery for CU Pakistan team as a key role responsible for BOS Engagements and Service Delivery including Service Delivery (SI/ADM) and IT Managed Operations within Pakistan
What you will do:
In this role, you will be the main partner for all BSS and OSS Solutioning and Delivery, ensuring excellence in line with the best practices, quality mandates and profitability targets and securing best customer experience.
Single Point of Accountability/Escalation for Pakistan BOS Pre-Sales and Delivery measured on Orders, Revenue, and Profitability Targets across commodities within Solution Line BOS.
Senior People Manager leading a direct team of Delivery Managers, Solution Architects, Solution Integrators and Operations professionals focused on assigned Customer Unit. KPIs: Voice Score with emphases on overall Satisfaction and Manager scores.
Set Individual Performance and Development goals for team members in the unit with regular check-ins.
Responsible for the delivery of services (scope, cost, quality, and time) within BOS project and deliveries in Pakistan projects.
Ensure Project and ADM Execution Excellence with adherence to Service Delivery Tools, Process and Methods including Asset re-use, Delivery Model, TGx process approval, financial Hygiene, disciplined Change Control, and managing overall Governance while promoting a Knowledge Sharing culture.
Services Profitability Improvement Focus through cost control, quality adherence, and Automation
Responsible to deliver Financial and Demand Forecast/Landing: Resource Demand/Fulfillment Forecast, Financial Forecast (Quarter and yearly) in alignment with the CU CSS, Quarterly Financial Landing in alignment with CU CSS.
Live Node Activity (LNA) Adherence and meet assigned LNA KPIs.
Reduce unnecessary CSRs and adhere to Delivery Excellence KPIs including CSR to TR conversion ratio.
Instill a culture for add on sales and customer value maximization in support of Account Managers and Domain Sales Support Managers from a solution & delivery perspective.
Ensure CPEs are sent on Time and with clear accountability on the customer satisfaction.
Works closely with the delivery excellence teams in the Service Line to fulfill Projects Delivery and on resolving the technical related issues and escalations
The skills you bring:
8-10+ years of experience within Telecommunications/Systems Integration, ADM and Operations Industry driving sophisticated programs and managed operations with a strong delivery track record to deliver on customer commitments and value as well as meeting the internal financial commitments.
Progressive and strong personal track record with minimum 7 years of leadership experience in Managing Delivery and Operations.
University degree in ICT/Engineering. Graduate degree such as an MBA is considered a plus.
Strong People Manager track record leading Senior Team members and leading Leaders.
Strong mentor and coaching experience to own and matrixed organization to support in them in their professional growth groom future talent.
Certifications are a plus: PMP, Program Director certification, TOGAF, ITIL
In-depth knowledge of running Organizational and Program level Governance with hands-on experience of Program Management tools.#J-18808-Ljbffr
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