Head of BOS UAE & Bahrain

About us:

Ericsson is looking for a Head of Service Line BOS (Business Operations and Services) – UAE and Bahrain as a key role responsible for BOS Engagements and Service Delivery / managed operations in the designated accounts under Gulf CU

This role will be reporting to the Head of SL BOS for Gulf and will be part of MMEA BOS and CU (Customer unit) Gulf CSS (Cloud Software & Services) team

This role, you will be responsible for Presales , Service Delivery, ADM and ITMS for multi account under Gulf and will take responsibility to enable growth and delivery excellence of the BOS business in the assigned multi accounts under SL BOS Gulf head, you will take material role in the farming business growth, ensuring management of the farming business across the relevant accounts, accurate financial forecast and reporting and engagement with the relevant CU members, delivery and solutioning teams and other stakeholders to ensure growth of BOS business in the designated accounts, and to allow proactive approach to bridge revenue gaps and over achieve related KPIs. It’s important that you ensure excellence in line with the best practices, quality mandates and profitability targets and securing best customer experience.

You will be working closely with the CU CSS teams Domain Sales Managers and Head of Service Deliveries, and with the delivery and solution teams assigned to the respective accounts under BOS Gulf coverage, CSS Operations with full adherence to process, tools, and methods, with accountability on the defined key performance indicators and inline of the clearly set financial ambition.

What you will do:

• Team management: managing the team assigned to SI/ADM/ITMS in the multi accounts you are assigned to
• Interact with Customer Fulfilment Responsible and Customer Solution Responsible (Core 2) to manage the growth accounts and manage Forecast and related activities with accountability on relevant KPIs (financial)
• Enabling the business growth within the existing customer base and focusing on delivering business value
• Instil a culture for add on sales and customer value maximization. 
• Drive autonomous Operations, AI and data analytics adoption and Maturity of Operations and ADM, instil innovation culture and leverage technology to transform and revive the MSIT and SI role
• Responsible for the planning and delivery of ITMS and ADM and supporting MSCOO(s) for any outsourced IT operations within the allocated accounts
• Responsible for the planning and delivery of SI projects and supporting HOSD(s) for the smooth delivery of the projects within the allocated accounts
• Ensure SI, ITMS and ADM Execution Excellence with adherence to Service Delivery Tools, Process and Methods including Change Control approval, and managing overall Governance. 
• Drive Digital transformation programs
• Services Profitability Improvement focus through cost control, quality adherence, and Automation.
• Set Individual Performance Goals and Development goals for every team member in the assigned accounts & follow up on Individual Performance Goals regularly with individual team members and set performance improvement plan when necessary.
• Take accountability of the Overall Absorption and the Utilization/Billability of the assigned multi accounts in line with the Organizational targets. 
• Single Point of Contact/Escalation for the any BOS business for the assigned accounts  
• Ensures full adherence with Service Delivery Tools, Process and Methods and this includes and not limited to Maximize Asset Usage, Delivery Model Adherence, TGx Process Adherence, Proper FAS Creation & PCODE reporting adherence, Project Financial Hygiene, Project Documentation Structure and continuous updates, Adherence to Change Control,  Execute on L0/L1/L2 Governance (Watch-list) and ensures preparation for L3 Governance, Cost of Poor Quality Tracker, Delay Tracker, Issues/CSR Trackers, Knowledge Sharing, Lessons Learnt, Reuse
• Responsible to deliver Financial and Demand Forecast/Landing for designated accounts: Resource Demand/Fulfilment Forecast, Financial Forecast (Quarter and yearly) in alignment with the CU CSS, Quarterly Financial Landing in alignment with CU gulf
• Ensures Delivery Excellence: LNA Adherence and Quality Mandate, Reduction and closure of relevant CSRs 
• Ensure CPEs are sent on Time and with clear accountability on the customer satisfaction.
  
  

The skills you bring:

• University degree in Engineering/ICT, Higher university such as an MBA considered a merit
• Strong personal track record, including Leadership roles and minimum 10-15 years of Experience in Sales Support and Project Management
• People Manager track record leading Senior Team members and leading Leaders.
• Strong Sales support and Delivery Track Record with previous experience leading Multiple Business & Operations Systems Programs and Projects
• Mandatory Subject Matter Expert level knowledge in Business and Operations Systems portfolio.
• Detailed understanding of all Governance Streams
• Strong Business and financial Acumen
• Pre-sales solutioning with understanding of solution map, cost structure, delivery model, automation and risk management, with ability to orchestrate among various teams and stakeholders.
• Strong understanding of the BSS and OSS competitive landscape in Gulf
• Ability to monitor & resolve issues related to project structuring, quality in execution, project fulfilment.
• Facilitate end user challenges & drive resolution.
• Demonstrated experience leading in a cross-functional highly matrixed and globally distributed teams.
• Certifications are a plus: PMP, Program Director certification, TOGAF, ITIL
• In depth knowledge of different SDLC methodologies including Agile
• Strong consultative, presentation, and communication skills
• Proven track record within a time sensitive and high-pressure environment.
• Highly proficient collaboration skills
• Solid ability to communicate effectively at executive levels
  
  

Ericsson South Africa recruits in line with its Employment Equity plan and will therefore give preference to suitably qualified candidates who are members of designated groups. Would you like to take a tour to “Life at Ericsson MEA”, visit short video Click Here

Location should be in one of the bigger sites within EMEA

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