Head of Service Delivery Sweden Baltics Telia
About this opportunity
The Head of Service Delivery (HoSD) for Sweden Baltics & Telia is responsible for the full Ericsson CSS portfolio Service Delivery. The role is accountable for driving service delivery, service excellence, operational governance, and financial performance across designated key customers or within Sweden, Baltics and Telia. As the shadow P&L owner for the business area and delegate of the CSS Customer Unit Head, the HoSD ensures seamless program execution, portfolio management, customer satisfaction & relationship, and long-term business growth. This role is pivotal in leading delivery governance, orchestrating the delivery engine, resolving escalations, and supporting pre-sales while ensuring profitability and customer value realization. It is an individual contributor role working in a matrix organization. Sweden Baltics and Telia account has multiple customers who often pioneer new technology introduction thus requires an individual who can manage complexity with a can do attitude.
What you will do
• Overall accountable for the Service Delivery and profitability of the CSS business for Sweden, Baltics and Telia Account.
• Act as the primary customer interface, working closely with Key Account Managers (KAMs) and/or Head of Sales and/or Country Managers on governance, strategy, and escalations.
• Ensure delivery excellence by monitoring project performance, driving operational governance, and enforcing compliance with scope, timelines, and budgets.
• Align with relevant Domain Sales Managers on overall pre-sales activities, ensuring an e2e consistent view from solution design to delivery.
• Lead cross-functional, matrix teams exemplifying Ericsson Leadership Principles
• Develop strategies to identify and capture add on sales and upselling opportunities across portfolio.
• Lead and guide CFRs in line with customer expectations, domain knowledge, driving strategy to win with strong value argumentation of the delivery engine.
• Ensure risk, compliance, and quality management standards are maintained across all engagements.
• Drive innovation and digital transformation (automation, AI, emerging technologies) to enhance service delivery.
• Manage vendors and third parties (i.e. ASPs/ARPs)
• Coaching and mentoring internal delivery teams, a team player who is confident and comfortable to bring out the best in people
The skills you bring
• University degree in Engineering/ICT, Higher university such as an MBA considered a merit
• 10-15 years of experience in senior, customer-facing roles and relationship management across all customer levels including C-level
• At least 8 years in program or project management
• Presales and service delivery experience with accountability for end-to-end programs.
• Strong leadership skills in multi-cultural, multi-geography environment
• Proven ability to generate add-on sales in complex projects
• Strong business acumen, financial understanding, and P&L management skills
• PMP and Project Management Certifications considered a plus
• Deep knowledge of Ericsson’s CSS Portfolio and experience with mission-critical/safety business delivery
• Strong communication and presentation skills
• Stakeholder management internally and within customer organization
• Experience in handling escalations with customers
• Innovative mindset, with a strong ability to generate value argumentation
• Growth Mindset
Additional Information
• This role may be subject to security clearance depending on customer and contract requirements.
• Health, safety, and well-being are core responsibilities for all employees and leaders, supporting a safe and thriving workplace in line with Ericsson’s Target Zero commitments.
What happens once you apply?
Click Here to find all you need to know about what our typical hiring process looks like.We encourage you to consider applying to jobs where you might not meet all the criteria. We recognize that we all have transferrable skills, and we can support you with the skills that you need to develop.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: Sweden (SE) || Stockholm
Job details: ICT Program Director/Manager
Job Stage: Job Stage 8
Primary Recruiter: Mirek Cos
Hiring Manager: Blessing Makumbe