Service Delivery Line Manager Job stage 7

Job Description

Date: Mar 19, 2019

Job Title: Service Delivery Line Manager – DFOP Q&OE Automation & Tools
Job Description
Service Delivery Line Manager is a role in the line organization (the operational organization), with the purpose to manage their area of responsibility.
The Line Manager for SLOP Q&OE Automation & Tools is responsible for leading and guiding the automation team for delivering the strategic business automation needs of Managed Services for multiple Customers.
He/She is responsible for innovative automation ideas design, development and deployment through Ericsson standardized tools like RPA, ENABLE etc. as well In-Hosue tools.
He/She is responsible 24x7 Operations for In-House tools deployed for managing the customer networks. He/She is responsible for to manage & control the SDT Tools Operations for the purposed of closure of the issues. He/She is as well responsible for tools readiness for new opportunities in managed service contract.  He/She is responsible for continuous improvement in tools operational performance. As Line Manager, he/she is responsible for peoples’ learning, growth and development and ensuring Ericsson values are at high in the team.
Roles and Responsibilities
•    Automation design, development and deployment
o    Design, development and deployment of automation of accepted ideas through Ericsson standardized tools like RPA, ENABLE etc. as well In-Hosue tools
o    Enabling the implementation of Global Initiatives of Automation for Managed Services Customers
o    Enabling the culture of innovation for implementation of automation ideas

•    In-House Tools and SDT Tools Operational Management
o    Ensure 24x7 tools availability for the deployed customer
o    Ensure readiness for new MS opportunities
o    Ensure Tools Charter with clear segregation of Roles and Responsibilities of different teams and stakeholders
o    Conceptualize and Implements Tools Performance Improvement
o    Ensuring the SLAs are defined with the different stakeholders for end-to-end tools support
o    Ensuring tools performance is resulting into efficient and effective service delivery
•    Create a productive work environment for individuals, team and organization
o    Set and follow-up individual targets and get commitment
o    Follow-up performance of individuals
o    Provide feedback to individuals
o    Coach individuals
o    Manage time reporting
o    Recognize and award individuals
o    Support optimal work-life balance
o    Share knowledge and use collaboration tools
o    Encourage creativity and innovation
o    Delegate responsibilities within the team
o    Manage conflicts
•    Drive Performance Management
o    Drive improvement programs
o    Ensure adherence to global processes, methods & tools        
o    Identify and address barriers to performance
o    Drive change management according to set goals
•    Drive Competence Management
o    Develop plans for team development connected to business needs
o    Plan career development
o    Develop leadership skills of leaders & other leaders
o    Conduct Talent Management
o    Plan job rotation
o    Perform assessment of resources
•    Conduct Resource Management
o    Manage and balance resources, cost and competence needs(pyramids)
o    Recruit resources (ensuring diversity)
o    Conduct succession planning
o    Secure workplace and access rights
•    Ensure service delivery execution
o    Ensure delivery execution according to contract/assignment
o    Manage Work Level Agreements and Service Level Agreements
o    Manage customer escalations
o    Manage business continuity
•    Contribute to service sales
o    Contribute in customer meetings
o    Build and maintain customer relations
o    Stimulate a consultative approach
o    Contribute with input to contract negotiations
o    Stimulate lead Generation
o    Support sales Activities
•    Apply Service Delivery Strategy and Process
o    Apply Operations Maturity Model (OMM) for own unit
o    Contribute to fulfill the overall OMM targets.
o    Ensure Process adherence for own unit
o    Manage unit to adhere to Ericsson Service Delivery Strategies
o    Ensure that relevant information about the Strategies are spread in unit
Academics and Experience
University degree in Engineering, Mathematics or Business Administration, or possess equivalent experience in a related field. MBA is a plus.
General competencies
•    A minimum of ten years of experience in managed services environment, out of which at least five years as manager in the telecom management environment.
•    Familiar with Ericsson Service Delivery Portfolio for Managed Services and Hosting;
•    Able to communicate clearly in project team and management environments;
•    Priority setting to resolve conflicting goals with restricted resources;
•    Excellent communication and reporting skills;
•    Good understanding of financial control and reporting;
Technical competencies
•    Deep understanding of the managed service delivery business requirements
•    Deep understanding of the Ericsson Service Delivery Processes for Managed Services and Hosting;
•    Excellent understanding of service providers / operators business requirements
•    Expert in use of Ericsson process measurement tools;
•    Expert in Operations In-House Tools and SDT Tools Environment used in Managed Services Delivery.
•    Knowledge of tools development environment like Unix, Linux, Windows, Java, JavaScripts, Database, Shell Scripts, Nagios and likewise.
Behavioral competencies
•    Fluent in written and spoken English. Additional language skills a plus.
•    Result oriented with good skills in leading and motivating people and conscious of responsibility.
•    Flexible and responsive to changing work patterns and demands. A thorough and methodical approach to work.
•    Highly developed skills in interpersonal communication.
•    Highly developed skills in knowledge sharing by actively contributing knowledge, experiences and skills to create a learning culture.
•    Working with People
•    Formulating Strategies & Concepts
•    Relating & Networking
•    Adhering to Principles a& Values
•    Leading & Supervising
•    Adapting & Responding to Change


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Primary country and city: India (IN) || || Noida || Consulting&SysInt; IT; ProdMgt; R&D; SalesStratMkt&ComMgt; ServEng; SharedServ; Stud&YP; Supply&Log

Req ID: 272083