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About this Opportunity
Ericsson is looking for a Head of Solution Line (SL) Business and Operations Systems (BOS) for Customer Unit Central and Eastern Africa as a key role responsible for BOS Engagements and Service Delivery (SI/ADM) and IT Managed Operations.
This role will be reporting to the Head of SL BOS for MMEA (Middle East & Africa) and will be part of MMEA BOS and CU (Customer unit) Central and Eastern Africa CSS (Cloud Software & Services) Leadership teams.
In this role, you will be the main partner and acts as single point of accountability in the CU for all Business & Operations System Solutioning and Delivery, to enable growth of the BOS business and ensuring 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 heads and their teams (Domain Sales Managers and Head of Service Deliveries), CSS Operations and act as a single point of contact for the Service Line BOS in CU Central and Eastern Africa. You will orchestrate within the SL BOS the sales, fulfilment and delivery of all engagements and projects in line with the sales process and delivery Model, Scale and Skills in Delivery Excellence units and Service Delivery Units (SDU) and with full adherence to process, tools, and methods.

This role can be based anywhere in the customer unit countries, the final decision on the location and employment type for the successful candidate will be decided during the recruitment process.

What you will do:

• Senior People & Delivery Manager leading a team of Delivery Managers, Program Directors, Project Managers, Lead Solution Architects, Solution Integrators and Operations professionals focusing on the CU Dimension (Presales and Delivery)
• Act as CU partner with full accountability on Solutioning Quality for the BOS Opportunities in the CU and with full Delivery Responsibility and accountability for all Running BOS Delivery Programs/Projects in the CU
• Responsible for the Customer Accounts Plan execution and securing the Customer Fulfilment Responsible and Customer Solution Responsible (Core 2) allocation per guidelines of BOS Sales & Delivery Excellence.
• Enabling the growth within the existing customer base and focusing on delivering business value
• Instill a culture for add on sales and customer value maximization.
• Works closely with the Business Development & Portfolio along with Delivery Excellence units to cover pre-sales, solutioning, cost effective delivery model planning, and CSS/BOS Strategic initiatives.
• Responsible for the planning and delivery of services (scope, cost, quality, and time) within BOS from pre-sales to delivery. This also includes supporting MSCOO(s) for any outsourced IT operations within the CU.
• Ensure Project and ADM Execution Excellence with adherence to Service Delivery Tools, Process and Methods including Change Control approval, and managing overall Governance.
• Services Profitability Improvement focus through cost control, quality adherence, and Automation.
• Set Individual Performance Goals and Development goals for every team member in the unit & follow up on Individual Performance Goals regularly with individual team members and set performance improvement plan when necessary.
• Cost Center Responsible with accountability of the Overall Absorption and the Utilization/Billability of the Unit in line with the Organizational targets.
• Single Point of Contact/Escalation for the Customer Unit for Business & Operations Systems Pre-Sales and Delivery
• Ensures Sales & Project Excellence/Diligence and 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, Project Delay Tracker, Project Issues/CSR Trackers, Knowledge Sharing, Lessons Learnt, Reuse
• Project Profitability Improvement Focus through Project initiatives and Automation
• Responsible to deliver Financial and Demand Forecast/Landing: Resource Demand/Fulfillment Forecast, Financial Forecast (Quarter and yearly) in alignment with the CU CSS, Quarterly Financial Landing in alignment with CU CSS.
• Ensures Delivery Excellence: LNA Adherence and Quality Mandate, Reduction and closure of Project CSRs
• Compliance Champion DAG
• 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
• Fluent in English, Arabic and French is a plus
• 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
• 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.

Core Competences:

• Broad technical and Business understanding
• Problem-solving ability
• Creative thinking
• Consultative Approach
• Financial understanding

Behavioral Competences:

• Creating & Innovating
• Persuading & Influencing
• Applying expertise & technology
• Analyzing
• Delivering results