Head of BOS UAE - Rīga

Job summary

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.

Responsibilities

• 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

Qualifications

• 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

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