Head of Field Service Operations (FSO) UK

Job Description

Date: May 10, 2019


Job Title: Head of UK Field Service Operations Ericsson

Location: Reading/Coventry

Number of Reports: 10 (direct), 550 (indirect)



Job description


The Head of Field Service Operations has overall responsibility for the operational delivery of Field Services contracts in the UK. Current contracts are with a number of the major UK mobile operators


This role carries both significant line management and leadership responsibilities as you will manage a team of 10 direct reports, with a further 550 FTE onshore and 120 FTE offshore. This role is also responsible for all contract, financial and operational performance.


You will be instrumental in developing a range of skills and capabilities to be ready for new customer demands. Business Development objectives are central to the ongoing evolution of this area. Driving innovation in 5G with evolved service offerings, covering both operational and network rollout.


This is a great opportunity to work alongside several senior stakeholders within our Manged Services business including; close collaboration with MSCOO’s, Sourcing and 3PP providers.


The Head of FSO is a member of the executive Leadership team within the organisational unit Networks and Managed Services Delivery, for Customer Unit UK & Ireland.




In this role you will be responsible to meet the; contractual, field operational, Global Field Performance and financial Key Performance Indicators

You will be P&L responsible for the organisation and support services sales directly or indirectly via the unit resources.  You will need to understand and align to, overall business and regional Processes, Models, and Strategies (including implementation of the new delivery models)


Your role will be to maintain and dimension the organisation to address the delivery needs; including proposing and aligning with stakeholders on the right delivery mix. You’ll be ensuring work is executed within the scope of OHS requirements and driving; improvements, effective change management and add-on-Sales.


Your strengths should be in building and maintaining strong relationships, leading from the front within a service delivery organisation and you’ll need to do this with; internal and external Customers, offshored delivery units. Exposure to range of employee relations activities will also be an advantage.


Academic Background/Education

University Degree in Business or Engineering/ICT




Good knowledge of the respective region specifics (UK), knowledge of the Customer Networks and Operations

Experience in delivering Field Services and/or Network Roll-Out Services

Experience in handling Subcontractors

Ability to lead a large UK wide organization

Ability to work in a demanding service environment

High focus on delivering on commitments

High ability in driving a Cultural Change and Delivery Transformation

Solid and proven negotiation and conflict management skills


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

Clear understanding of Customer business and ability to address the Customer needs during delivery

Strong communicator, able to motivate and engage a large organization, as well as empower and develop culture, competence and skills

Ability to lead multi-cultural and cross-functional teams

Ability to manage relationships at all customer levels and build trust


Behavioural Competencies


Performance orientated – be motivated and have the discipline and tenacity to deliver results. Express balance and authority – show courage and stability in taking decisions in difficult situations

Consultative skills – build up professional, solid relationships with internal and external customers/suppliers

Influencing skills – assert own ideas, alternatives and convinces others. Gain support and commitment from other team members. Works towards win / win situations

Show proactive and courageous leadership

Flexible and willing to take on new tasks and challenges


Business/Technical Competencies:


Extensive experience in Telecoms/ICT service delivery or project management role (Managerial Role)

Project Management Methodology (PMI, IPMA, PROPS-C etc.)

People Leadership, senior capability in managing and driving change in a large, complex organisation

Thought leadership and commercial understanding in order to identify both short- and long-term business priorities

Strong English skills (verbal, written)

Knowledge in Risk, Quality, Financial Management









Ericsson provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, sexual orientation, marital status, pregnancy, parental status, national origin, ethnic background, age, disability, political opinion, social status, veteran status, union membership or genetics.

Ericsson complies with applicable country, state and all local laws governing nondiscrimination in employment in every location across the world in which the company has facilities. In addition, Ericsson supports the UN Guiding Principles for Business and Human Rights and the United Nations Global Compact.

This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, training and development.

Ericsson expressly prohibits any form of workplace harassment based on race, color, religion, sex, sexual orientation, marital status, pregnancy, parental status, national origin, ethnic background, age, disability, political opinion, social status, veteran status, union membership or genetic information.


Primary country and city: United Kingdom (GB) || || Coventry || Consulting&SysInt; IT; ProdMgt; R&D; SalesStratMkt&ComMgt; ServEng; SharedServ; Stud&YP; Supply&Log

Req ID: 280796