Ericsson is looking for a Head of Service Line BOS - Algeria, Tunisia & Libya as a key role responsible for BOS Engagements and Service Delivery / managed operations in the designated accounts under CU ENA
This role will be reporting to the Head of SL BOS of CU ENA and will be part of EMEA SL BOS, and CU ENA CSS (Cloud Software & Services) teams
This role, you will be responsible for Presales , Service Delivery, ADM and ITMS for multi accounts under Algeria, Tunisia & Libya and will take responsibility to enable growth and delivery excellence of the BOS business in the assigned multi accounts under SL BOS ENA Head.
You will also take material role in the farming business growth, ensuring management of the farming business across the relevant accounts, accurate financial forecast, reporting and engagement with the relevant CU members, delivery, solutioning teams & other stakeholders to ensure growth of BOS business in the designated accounts, and to allow proactive approach to bridge revenue gaps and over achieve related KPIs.
It's important that you ensure 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 teams; Domain Sales Managers and Head of Service Deliveries, and with the delivery and solution teams assigned to the respective accounts under BOS ENA coverage, CSS Operations with full adherence to process, tools, and methods, with accountability on the defined key performance indicators and inline of the clearly set financial ambition.
What you will do:
- Team management: 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
- Ensures Delivery Excellence: LNA Adherence and Quality Mandate, Reduction and closure of relevant CSRs
- Ensure CPEs are sent on Time and with clear accountability on the customer satisfaction.
*This position will be either located Tunisia, Algeria or Libya
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?
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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.
Req ID: 776878
Skills Required
- Experience in managing service delivery and operations for multi accounts
- Proficient in financial forecasting and KPI management
- Ability to drive digital transformation initiatives
- Experience in team management and performance evaluation
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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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