2838 - Process Manager Customer Support SW

Service Delivery & Operations is accountable for Ericsson's end-to-end global operations and ensures functional efficiency throughout the company. Global operations encompass +60 000 services professionals. The Process Management team within FA Services Delivery & Operations is responsible for the global Service Delivery process in EBP and its sub-processes, such as for example Customer Project Management, Managed Services and Customer Support to mention a few.

The Process Managers are responsible for development, maintenance and deployment of the respective sub-processes and are working in close relation with Business Lines, Regions and GSC's. We secure that the processes support our business needs in an optimized way and that they are in line with Ericsson Service Delivery Model.


We are now looking to enforce the team of Process Managers within the Customer Support Software Support (CS SW) area. The role will include the following tasks and responsibilities:

- Owner of one or several global CS SWS processes, ensuring they fulfill good process standard as well as critical business needs and that they execute on vital global delivery strategies such as Automation, Standardization and Centralization
- Drive process development and design (including process & information models) as well as process validation in terms of piloting the process design in operations and provide deployment support to relevant line organizations
- Drive process performance measurement and improvement and establish structures for efficient maintenance and further development over time, demonstrating business impact
- Set up and drive relevant networks/work groups with Region, GSC and CS Operations representatives to ensure efficient development and deployment of CS SW processes and to gather process and IT demands
- Drive cross-process coordination with other relevant processes such as Hardware Services, Consulting & Systems Integration and Network Roll-Out
- Through participation in CCB together with relevant IT representatives, prioritize and decide on IT demands in global IT systems related to CS SW
- Facilitate synergies and utilization of best practice across Business Lines, Regions and GSCs


Qualifications:

- Solid process management skills and knowledge of Ericsson Business Processes
- Good understanding of service businesses and service delivery operations
- Solid skills and experiences from Customer Support SW, its delivery processes and related tools
- Consultative and business oriented approach
- Solid leadership and communications skills
- Track record of driving cross functional project/program activities
- Ability to establish and sustain good relationships with other units/stakeholders
- Structured and good at planning, self-motivated with a strong drive to reach results


Apply via link: https://performancemanager12.successfactors.eu/sfcareer/jobreqcareerpvt?jobId=2838&company=Ericsson&username=&st=D652880B2F2F7FC98829966CAEDBD83EE08D5085