Head of Service Delivery Multi-Accounts

Our Exciting Opportunity!

We are looking for a Head of Service Delivery for Multiple Accounts in CU DGS ZGC whose profile is a good fit to the below expectations of the role. Overall Program Director for group of Accounts. This role covers execution accountability, customer focus, add-on sales and has a clear focus for operational & financial control, communications and operational relationship across multiple accounts/operators. This role will report to the Head of Digital Services ZGC

Candidate must have a passion for managing customer needs, the Ericsson Digital services portfolio and to bring pro-active initiatives for sales and delivery. This is a customer facing role!

You will

  • 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
  • Intimate understanding of the BDGS 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
  • Must be able to work in a matrix organization with the Head of PM, Sales organization and the Pre-sales 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 and Customer Support organization where required to the benefit of both Ericsson and the customer
  • 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 towards the Business Area
  • Should have 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
  • Education qualifications – minimum bachelor’s degree, MBA or equivalent master is a plus. Financial background is a plus
  • Experience in sales is a plus, but must have had a proven record in add-on-sales on customer installed base

Key Performance indicators:

  • Add on sales – Meet or exceed your quarterly Add-on-sale target at the expected UM
  • 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 DGS throughout the year
  • Margin improvement – in sales and delivery
  • Demand forecast – Secure proper project resourcing and delivery, Monthly handshake of Supply forecast with CU Supply SPOC

Next Steps:

What happens next once you apply? Read about the next steps here

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Primary country and city: United Arab Emirates (AE) || || Dubai || SharedServ

Req ID: 540512

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