Head of Field Service Operations (FSO) UK
Job Title: Head of UK Field Service Operations Ericsson
Number of Reports: 10 (direct), 550 (indirect)
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.
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
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
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