The Head of Service Delivery (HoSD) for Sweden Baltics & Telia is responsible for the full Ericsson CSS portfolio Service Delivery. The role is accountable for driving service delivery, service excellence, operational governance, and financial performance across designated key customers or within Sweden, Baltics and Telia. As the shadow P&L owner for the business area and delegate of the CSS Customer Unit Head, the HoSD ensures seamless program execution, portfolio management, customer satisfaction & relationship, and long-term business growth. This role is pivotal in leading delivery governance, orchestrating the delivery engine, resolving escalations, and supporting pre-sales while ensuring profitability and customer value realization. It is an individual contributor role working in a matrix organization. Sweden Baltics and Telia account has multiple customers who often pioneer new technology introduction thus requires an individual who can manage complexity with a can do attitude.
What you will do
• Overall accountable for the Service Delivery and profitability of the CSS business for Sweden, Baltics and Telia Account.• Act as the primary customer interface, working closely with Key Account Managers (KAMs) and/or Head of Sales and/or Country Managers on governance, strategy, and escalations.• Ensure delivery excellence by monitoring project performance, driving operational governance, and enforcing compliance with scope, timelines, and budgets.• Align with relevant Domain Sales Managers on overall pre-sales activities, ensuring an e2e consistent view from solution design to delivery.• Lead cross-functional, matrix teams exemplifying Ericsson Leadership Principles• Develop strategies to identify and capture add on sales and upselling opportunities across portfolio.• Lead and guide CFRs in line with customer expectations, domain knowledge, driving strategy to win with strong value argumentation of the delivery engine. • Ensure risk, compliance, and quality management standards are maintained across all engagements.• Drive innovation and digital transformation (automation, AI, emerging technologies) to enhance service delivery.• Manage vendors and third parties (i.e. ASPs/ARPs) • Coaching and mentoring internal delivery teams, a team player who is confident and comfortable to bring out the best in people
The skills you bring
• University degree in Engineering/ICT, Higher university such as an MBA considered a merit• 10-15 years of experience in senior, customer-facing roles and relationship management across all customer levels including C-level• At least 8 years in program or project management• Presales and service delivery experience with accountability for end-to-end programs.• Strong leadership skills in multi-cultural, multi-geography environment• Proven ability to generate add-on sales in complex projects• Strong business acumen, financial understanding, and P&L management skills• PMP and Project Management Certifications considered a plus• Deep knowledge of Ericsson's CSS Portfolio and experience with mission-critical/safety business delivery• Strong communication and presentation skills• Stakeholder management internally and within customer organization• Experience in handling escalations with customers• Innovative mindset, with a strong ability to generate value argumentation• Growth Mindset
Additional Information
• This role may be subject to security clearance depending on customer and contract requirements.• Health, safety, and well-being are core responsibilities for all employees and leaders, supporting a safe and thriving workplace in line with Ericsson's Target Zero commitments.
Why join Ericsson?
At Ericsson, you'll have an outstanding opportunity. The chance to use your skills and imagination to push the boundaries of what's possible. To build solutions never seen before to some of the world's toughest problems. You'll be challenged, but you won't be alone. You'll be joining a team of diverse innovators, all driven to go beyond the status quo to craft what comes next.
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.
Primary country and city: Sweden (SE) || Stockholm
Job details: ICT Program Director/Manager
Job Stage: Job Stage 8
Primary Recruiter: Mirek Cos
Hiring Manager: Blessing Makumbe
Skills Required
- University degree in Engineering/ICT
- MBA or higher university degree
- 10-15 years experience in senior customer-facing roles including C-level interaction
- At least 8 years in program or project management
- Presales and end-to-end service delivery accountability on large programs
- Proven ability to generate add-on sales in complex projects
- Strong business acumen, financial understanding, and P&L management skills
- Deep knowledge of Ericsson's CSS Portfolio and mission-critical/safety delivery experience
- Strong leadership in multi-cultural, multi-geography environments
- PMP or project management certifications (considered a plus)
- Strong communication, presentation, stakeholder management and escalation handling skills
- Experience managing vendors and third parties and coaching internal delivery teams
What the Team is Saying
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Ericsson Compensation & Benefits Highlights
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Healthcare Strength — Health coverage options are described as broad, with multiple medical plan choices (often three) plus dental and mental health resources. U.S. materials also reference PPO and HDHP options, and some teams contribute to HSAs.
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Retirement Support — U.S. postings outline a 401(k) with an automatic 3% company contribution plus matching that reaches 4% when employees contribute 5%. This combination is repeatedly listed in role postings and characterized as strong for the sector.
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Parental & Family Support — U.S. job descriptions frequently cite up to 16 weeks paid maternity leave and 6 weeks paid parental/adoption leave at 100% pay. These benefits are positioned as exceeding many U.S. corporate policies.
Ericsson Insights
What We Do
Ericsson builds the digital connectivity the world relies on. Our technology underpins the mobile networks, platforms, and systems that billions of people, businesses, and societies depend on every day. We are a global leader in communications technology, delivering mobile network infrastructure, cloud software, and wireless connectivity solutions for service providers and enterprises worldwide. Our networks support connectivity across 180+ countries, helping power everyday communication as well as critical digital services at global scale. Connectivity has evolved far beyond consumer mobile use. Today, nearly 80% of the world’s population accesses the internet via mobile networks, and Ericsson is helping shape what comes next. We are advancing 5G and 5G Advanced, developing network APIs that open connectivity to the global developer ecosystem, and applying automation and AI to make networks more intelligent, efficient, and resilient. Ericsson was the first company to launch live 5G networks on five continents, and our 5G platform is now commercially live in 150+ networks across 60+ countries. We also support more than 36,000 enterprise customers, enabling secure, high-performance connectivity for industries such as manufacturing, aviation, logistics, utilities, and public safety, where reliability and performance are mission critical. Innovation is central to how we work. Ericsson has approximately 28,000 employees in research and development, backed by one of the strongest intellectual property portfolios in the industry with 60,000+ granted patents. Our engineers, researchers, and technologists work across 100+ global R&D sites, helping define how networks evolve and how digital infrastructure is built for the long term. As the world moves toward a mobile-first, AI-powered, and cloud-driven future, connectivity becomes the foundation for digital transformation across every industry. Ericsson is building that foundation, shaping the future of digital connectivity through technology that operates at global scale and supports real-world impact, today and for what comes next.
Why Work With Us
Ericsson is a place for people who want to work on technology that powers everyday life. You’ll contribute to large-scale systems used every day, tackle complex challenges in live environments, and keep developing your skills and career in your own vision.
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