About this opportunity:
The Head of Service Delivery (HoSD) for Poland, Czech Republic & Slovakia is responsible for the full Ericsson CSS portfolio service delivery in the market. The role is accountable for driving service delivery, service excellence, operational governance, and financial performance across designated key customers within Poland, Czech Republic & Slovakia.
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 and relationship, and long-term business growth.
This role is pivotal in leading delivery governance, orchestrating the delivery engine, managing escalations, and supporting pre-sales, while ensuring profitability and customer value realization. It is an individual contributor role operating in a matrix organization.
The Poland, Czech Republic & Slovakia account has multiple customers who often pioneer new technology introductions. This requires an individual who can manage complexity with a proactive, solution-oriented mindset.
What you will do:
• Be overall accountable for the service delivery and profitability of the CSS business for the Poland, Czech Republic & Slovakia account
• Act as the primary customer interface, working closely with Key Account Managers (KAMs), Heads of Sales and Country Managers on governance, strategy and escalations• Ensure delivery excellence by monitoring project performance, driving operational governance, and securing compliance with scope, timelines, and budgets• Align with relevant Domain Sales Managers on overall pre-sales activities, ensuring an end-to-end consistent view from solution design to delivery• Lead cross-functional, matrix teams, role-modelling Ericsson Leadership Principles• Develop strategies to identify and capture add-on sales and upselling opportunities across the 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 and other emerging technologies) to enhance service delivery• Manage vendors and third parties (e.g. ASPs/ARPs)• Coach and mentor internal delivery teams, acting as a team player who brings out the best in people
The skills you bring:
• University degree or equivalent experience in Engineering/ICT; higher university degree such as an MBA is 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 a 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 or similar 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• Strong stakeholder management skills internally and within the customer organization• Experience in handling customer escalations• Innovative mindset, with a strong ability to generate value argumentation• Growth mindset and curiosity to continuously learn and improve
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.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: Poland (PL) || Warszawa
Req ID: 786975
#BI-Hybrid
Skills Required
- University degree or equivalent experience in Engineering/ICT
- MBA or higher university degree
- 10-15 years in senior, customer-facing roles including C-level engagement
- At least 8 years in program or project management
- Presales and service delivery experience with end-to-end program accountability
- Strong leadership skills in a multi-cultural, multi-geography environment
- Proven ability to generate add-on sales and upselling in complex projects
- Strong business acumen, financial understanding, and P&L management skills
- PMP or similar Project Management certification
- Deep knowledge of Ericsson's CSS portfolio and mission-critical/safety business delivery experience
- Strong communication, presentation and stakeholder management skills
- Experience in handling customer escalations
- Innovative mindset with ability to generate value argumentation
- Growth mindset and curiosity to continuously learn
What the Team is Saying
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Ericsson Compensation & Benefits Highlights
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Healthcare Strength — Comprehensive medical, dental, vision, and mental‑health options are positioned as core benefits with multiple plan choices in key markets. Official materials explicitly emphasize healthcare breadth as part of “Life at Ericsson.”
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Retirement Support — 401(k) with employer matching in the U.S., pensions in some regions, and broad access to an ESPP indicate strong long‑term financial support. Company filings and AGM materials describe share programs and post‑employment benefits as ongoing pillars of the package.
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Leave & Time Off Breadth — Paid time off, sick leave, holidays, and paid volunteer time are highlighted alongside generous parental leave in various locations. Time‑off entitlements are presented as a strong component of the total rewards offering.
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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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