S&R Domain Head (680072)

About this opportunity
The Head of Domain is a line manager within the S&R (Support & Repair) organization. The Head of Domain is the management entity that controls the Product Support domain as opposed to the Customer Unit based units that controls the Customer support domain. The role encompasses responsibility for performance and quality of the customer support and support during integration services rendered by the CNS/T1C/T2 domain both for local and remote (SDU) delivery as well as working closely with Service Line (DGS/NEO/MS/NS) for E2E operations matter.

What you will do
The Head of Domain is responsible to secure that the quality, lead-time performance and cost of the services delivered from the Product Support domain to the Customer Support domain are in accordance with the expected levels agreed through the Customer Support Operational Plan. Although the objective and the role description of the role is the same, its implementation should be done according to the different business requirements, as stated below:

For Systems SW Delivery & Support, the focus of the Head of Domain should be on delivering activities according to the WLA/SLA and its continuous improvement according to PROPS-C.
For all relevant service delivery processes, measure and report process efficiency. Work together with process owners for continuous process improvement.


Furthermore, the Head of Domain is responsible to initiate improvement plans should deviations be detected. The Head of Domain is responsible to look after the service delivery performance in two dimensions:

From a customer perspective, with focus on the quality and the efficiency of the service delivered to each customer
From a MA S&R perspective, with focus on improvement of the overall performance as per the MOAI S&R KPI/OPM or Strategies.
From a MA operations perspective, as the main interface in managing product quality issues and partner concerns towards the respective Development Units.


You will bring
The Head of Domain is a senior level position demanding being knowledgeable of and comfortable with Ericsson policies, procedures, and organizational structures
Excellent verbal and written communication skills to tailor the communication depending on the receiver which can be, customer C-level management, senior Ericsson management such as CU Head, Support Engineers, Customer Engineers etc.
Demonstrate excellent Customer management skills.
Possess excellent change leadership skills.
Demonstrate ability to mentor, induce and recognize capability of staff.
Possess excellent people management and interaction skills. Building a strong network within the Global Support organization is key to success.
Demonstrate ability to lead teams towards common goals.
Ability to balance strategically important activities vs. handling of short term urgency support issues.
Possess proven ability to work under pressure & time constraints.
Possess advanced skills in managing SLAs, understanding portfolio and relationships to service delivery and being able to handle situations when customer demands services outside scope of contract.
Have at least 5 years of experience from Support Services, Network Operations, within the Telecom or similar industry.
Be fluent in English.
Have an awareness of cultural diversity within the MA.
Experience from Customer Support is welcome but not required.


Why join Ericsson?
At Ericsson, you´ll have an outstanding opportunity. The chance to use your skills and imagination to push the boundaries of what´s possible. To build never seen before solutions to some of the world’s toughest problems. You´ll be challenged, but you won’t be alone. You´ll 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?
Visit https://www.ericsson.com/en/careers/hiring-process to find all you need to know about what our typical hiring process looks like.
We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.


Encouraging a diverse and inclusive organization is core to our values at Ericsson, that's why we nurture 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 and Affirmative Action employer, learn more at https://www.ericsson.com/en/careers.

Primary recruiter: Kristina.Lundqvist@ericsson.com