Head of Service Delivery CSS GCU MTN BSS at Ericsson

We are looking for an experienced ICT Program Director to drive large and complex ICT Professional Services engagements towards one of Ericsson’s customers in Africa.

The ICT Program Director supports the Key Account Manager with extensive technical knowledge. By taking on both the solution and fulfilment roles, the ICT Program Director is the overall responsible for the Core 3 team, especially for:

• The overall solution
• The overall cost estimation
• The delivery model (mix of on-shore, near-shore and off-shore resources)

What You Will Do

The ICT Program Director is the head of the delivery, until the complete fulfilment of the contract, ensuring the continuity from presales to delivery, actively seeking to improve top and bottom lines with due consideration to customer satisfaction and Ericsson’s business objectives since these programs often have visible impact on the Business Unit and corporate results.

In addition to the pre-sales and delivery activities, there are more tasks assigned to the ICT Program Director, such as:

• Building a strong Customer Relationship at C-Level (IT, Engineering, Marketing, Finance etc.). Daily presence at customer site, becoming a sort of Ericsson “agent” at the customer premise to increase the customer’s trust in Ericsson as a system integrator.
• Develop and execute delivery strategy/processes from pre-sales to realization.
• Drive planning, forecasting, dimensioning, and optimization of delivery based on business needs for programs
• Responsible for the delivery of services (scope, cost, quality, time, and customer satisfaction) within Consulting & System Integration from sales to delivery phase. Leading project and program activities in the analysis, planning, establishment (execution), realization (execution), handover (execution), and conclusion phases.
• Assist and provide ITC SME knowledge for engagement and sales teams with regard to delivery methodology, cost, scope, and risks of ITC activities and proper alignment of customer requirements.
• Manage and retain highly motivated people in diverse teams and geography, and matrix capacity – including definition of teams, interviewing, and selecting process.
• Evaluate and manage third-party relationships to ensure that margin levels are met and that the business case is being realized
• Responsibility to capture add-on sales into client environments and develop and maintain strong and positive customer relationships
• Identify and address the end-to-end implications of changes either in IT, network, operations, services or business models and creative corrective actions to preserve or improve program goals.
• Ability to analyze BSS programs in Real-time and converged solutions, Billing, Swap, Portals, Campaign Management, and CRM

In addition to this, the ITC Program Director provides support and shares their expertise during customer engagement activities and supports the organization during the RFP process, and is responsible for

• The overall solution
• The overall cost estimation
• The delivery model (mix of on-shore, near-shore, and off-shore resources)

You will bring

• 10 + years of experience, from within the Telco/Systems Integration Industry (consulting or Systems Integration) in driving IT SI transformation programs or projects of high complexity
• Must have proven track record in leading IT / Telco type of Integration Engagements, at least 5 years of experience leading complex SI-Projects/Programs;
• Well-proven ability to transform customer requirements and expectations at a high level into a solution that Ericsson can realize as a customer engagement.
• Ability to lead/turn around large complex BSS programs from a solution and delivery perspective while maintaining a strong business acumen.
• Ability to manage a team of project managers, solution architects, and integration engineers who can be in virtual/remote locations depending on the defined delivery model. This is key to maintaining a highly motivated team
• Highly developed working knowledge of business processes, including tender and sales
• Excellent Leadership abilities have been proven through line manager or other comparable positions.
• Proven ability to drive team engagements in a tough, time-sensitive environment.
• Results oriented. Able to work independently and take a logical and orderly approach to analyzing problems, organizing work, and planning actions.
• Strong ability to interact at the senior level; must have superior communication skills to influence others and meet deadlines while building strong internal and external relationships.
• Coaching the team, interacting with them, and supporting them in their professional growth, and identifying and recognizing talents.
• Supporting asset and organizational set-up and growth; a main contributor to the Professional Service culture growth, delivery methodology

Educational Requirement:

• Bachelor’s degree, preferably in a science, business, or telecommunications discipline.
• MBA is preferred.
• Current PMP certification or is actively pursuing professional project management certification (PMP), recommended to be complete within 1 year
• Good Knowledge of the eTOM framework and ITIL