MS Delivery Manager in Ericsson at Reading, England, United Kingdom

Website Ericsson

This listing is about Ericsson in Reading, England, United Kingdom
in 2022

About the job

The Head of Service Management position is a senior leader within the UK Operate customer unit, responsible for successful end to end strategic led services delivery incorporating UK and offshore resources. The Head of Service Manager is responsible for ensuring real time delivery is best in class, whilst leading the long-term strategic objectives of delivery teams, within the domain of SLAs, ITIL processes, and customer initiative planning and execution. Collaborating with the Head of Ops Assurance to ensure alignment with customer strategy and commercial compliance, whilst driving and supporting add on sale insight and opportunities via the Head of Operate UK. The Head of Service Management is a high-profile position, with regular direct interaction with the customer on operational critical issues and priorities, representing the wider Ericsson service line teams and leading them in their delivery. As such this position is highly dedicated and proactive, with key strengths in analytical, methodical measurement-based problem solving and strategy, utilising constructive engagement and influencing of multiple stakeholders (internally and externally).

Key responsibilities:

Incentivize and motivate an end to end organization of MS delivery teams to consistently deliver organisational objectives and customer service level agreements.

Deep dive customer issues if needed and drive a culture of constant critical analysis to ensure improvement and development.

Own and lead strategic network SLA/KPI targets on behalf of Ericsson, with strong focus on ITIL CSI, identifying, owning, and driving recovery plans as required.

Represent Ericsson in a technical and service discussions, driving customer outcomes.

Support the pre-sales teams in identifying and costing new business opportunities.

Drive an offshore organization, and local supporting organizations to secure aligned contractual SLA delivery, within predefined budget and based on up-to-date WLA/OLA.

Support the Operate line management team in identifying requirements for wider Operate UK competence development, strategic skills focus areas, and cross functional team development & leadership.

Coaching and mentoring teams to ensure cross-delivery consistency and motivation.

Build a vision of automation, analytics, maturity model definition and take the customer on the journey with you.

Drive the Ericsson culture deep within the MS delivery teams, focus on improving customer experience taking a proactive approach.

Drive a culture of ownership and empowerment

Encourage a challenging and curious mentality with an evidence-based approach.

Take an outcome-based approach ensuring customer focused and internal alignment.

Manage the MS delivery to achieve the internal score card key performance indicators balancing the needs for focused customer delivery, employee motivation and Ericsson financial objectives.

Define and deliver the Service Management strategy with the Operate UK.

Recommended Minimum Requirements:


University degree in Electrical/Electronic Engineering, Telecommunications, Computer Science, or equivalent experience in a related field.

ITIL certified to Foundation Essential

ITIL certified to Intermediate Desirable


At least 8 years of experience in a managerial/leadership position within a Managed Service/Managed Operations environment, leading technical teams locally and remotely.

Strong experience in customer stakeholder management in a high-pressure environment, ideally sought from an operational or commercial role. Able to demonstrate successes influencing key stakeholders.

Demonstrated successes in a major project, either as a Project Manager, or senior role within a project team, engaged throughout the e2e lifecycle of the project and showing a clear positive outcome in line with planned targets.

Experienced in Risk Management – Ability to identify, assess and lead risks to the Network which could impact service and customer experience

Understanding and experience in implementing Managed Service methodologies and processes both immediately under pressure, and strategically over the long term.

High levels of personal initiative and leadership – ‘leading by example’ by generating energy, setting high standards, pushing for operational excellence, thought leadership, demonstrating an entrepreneurial spirit, and putting the customer first.

Able to demonstrate experienced ability to remain calm and professional during high pressure situations, breaking complex problems/challenges down, devising solutions and action plans, with contingencies, to ensure a positive outcome.

Shown success in leading performance management, supporting the identification of key KPIs and quality measures, ensuring wider interpretation of the data and correct action planning.


Strong capabilities in people leadership, collaboration, and stakeholder management across diverse groups, internally & externally. Able to motivate people as well as empower and develop culture, competence, and skills.

Ability to effectively translate customer engagement needs into requirements on delivery and operations.

Strong planning and organizational skills, holding to account and ensuring team commitments are kept.

Excellent confident and engaging communicator, both verbally and in writing, with professional presentation skills for C-Level meetings.

Numerically articulate, able to interpret reports and data quickly, identify key messages/trends and devise clear actions to correct performance in real time.

Highly developed customer and business orientation with strong commercial and operational skills

Encouraging a diverse and inclusive organization is core to our values at Ericsson, that’s why we nurture 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 and Affirmative Action employer, learn more.

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Req ID: 658108

Company: Ericsson

Vacancy Type:  

Job Location: Reading, England, United Kingdom

Application Deadline: N/A

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