At Ericsson, you can be a game changer! Because working here isn’t just a deal. It’s a big deal. This means that you get to leverage our 140+ years of experience and the expertise of more than 95,000 diverse colleagues worldwide. As part of our team, you will help solve some of society´s most complicated challenges, enabling you to be ‘the person that did that.’ We’ve never had a greater opportunity to drive change; setting the bar for technology to be inclusive and accessible; empowering an intelligent, sustainable, and connected world.

Are you in?

Field Service Operations Head

Job Description

Date: Dec 9, 2019

Ericsson Country Unit: Field Services Operations

Location: Manila, Philippines

Work rights : Local employment

Travel required : No

Application close : January 15, 2020


Why is Ericsson a good place to work?

Ericsson enables communications service providers to capture the full value of connectivity. The company’s portfolio spans Networks, Digital Services, Managed Services, and Emerging Business and is designed to help our customers go digital, increase efficiency, find new revenue streams, and create new user experiences. Ericsson’s investments in innovation have delivered the benefits of telephony and mobile broadband to billions of people around the world ensuring our solutions – and our customers – are at the forefront of innovation.   We support networks that connect more than 2.5 billion subscribers. With over 100,000 employees and customers in 180 countries, we combine global scale with technology and service leadership.  40 percent of the world’s mobile traffic is carried over an Ericsson network.  And, our Technology for Good and Connect to Learn programs include creating technology that makes it easier to save lives, feed societies, bring technology to emerging markets and connectivity to remote areas, and grow businesses and prosperity.



At Ericsson, we give our employees the freedom to think big and navigate their career, on a global scale.  We create technology that helps others, from helping people enjoy their favourite content to helping people recover from natural disasters by enabling better communications between rescue workers. Your ideas and innovations can turn into achievements that impact society and change the world, creating new connections, new possibilities, and new capabilities.  We find that Ericsson is at its best when we bring together the diverse skills of our people. Working across business areas, across cultures, across geographical borders, across technical disciplines. More often than not, across ground-breaking solutions. Next generation technology can be staggeringly complex. But the simpler it is to use; the more people benefit from it. Join us and help build technology that makes it simple to connect with information, business, societies, and each other.

Purpose of Job Role


We are now looking for a Service Delivery Line Manager, are you interested? In this role, you will ensure customer value and happiness through an efficient service delivery. As an SDM (Service Delivery Manager), you will support service sales directly or indirectly via the unit resources as you understand and align with the overall service delivery processes, models, and strategies. You will have a role in the line organization (the operational organization), with the purpose to lead their area of responsibility aligned with the instructions. You will collaborate to ensure that work is executed within the scope of Occupational Health & Safety requirements. All activities in the Ericsson group are performed under the responsibility of one or more Line Managers. Line Managers act per the Ericsson Leadership Framework and promote Ericsson's values, ethics and   culture of the organization to ensure excellent performance.



Your Responsibilities Include:


  •  To Create a productive work environment for individuals by doing the following:
    • Set and follow-up individual targets and get commitment
    • Follow up performance of individuals
    • Coach and Provide feedback to individuals  
    • Help individuals set priorities
    • Take corrective actions with employees
    • Manage Stress & crisis situations
    • Manage rehabilitation
    • Manage onboarding of individuals
    • Set and Manage Salaries
    • Manage time reporting
    • Recognize and award individuals
    • Support optimal work-life balance
    • Ensure individual time for reflection and development
    • Ensure OHS awareness & compliance with regulations
    • Reporting OHS incidents


  • Create a productive work environment for own organization
    • Act as a role model for the team
    • Share knowledge and use collaboration tools
    • Encourage creativity and innovation
    • Stand-up for and support the team
    • Drive relevant issues and Communicate business environment understanding
    • Communicate vision to the team by setting priorities
    • Delegate responsibilities
    • Ensure compliance to security
  • Drive Performance Management (Process)
    • Identify & implement best practices
    • Drive improvement programs
    • Participate in external & internal networks
    • Ensure adherence to global processes, methods & tools


  • Drive Competence Management
    • Develop plans for team development connected to business needs
    • Develop leadership skills of others
    • Conduct Talent management
    • Plan job rotation and perform assessment of resources
    • Engage with and endorse strategic learning activities


  • Conduct Resource Management
    • Recruit resources (ensuring diversity)
    • Conduct succession planning
    • Manage external resources
    • Manage and balance resources, cost and competence needs (pyramids)
    • Update Human Resource Management Systems
    • Secure proper onboarding of resources


  • Hold Financial Responsibility
    • Manage all cost associated with the operational unit
    • Accountable for all financial transactions connected to own operational unit
    • Ensure that the money spent is related to the core business of the unit and therefore benefits the company
    • Secure proper internal recharge handling
    • Perform a bottom -up cost center forecast annually when required
    • Comply with any legal requirements and local instructions arising out of the organizations operation regardless of in which country it is carried out
    • Understand the basic principles in Ericsson Operational Model (EOM)


  • Ensure execution of work
    • Build and maintain stakeholder’s relations
    • Ensure execution of designated work
    • Compose productive teams
    • Manage stakeholder’s and escalations
    • Adjust ways of working to local customs with consideration of Code of Conduct
    • Stimulate lead generation
    • Support sales activities
    • Manage business continuity


What we are looking for:


    • 10 to 15 years in Telecommunications Management Experience
    • Project Manager Experience or Line Manager experience from current employment.
    • Business Oriented person. Should be able to have short term and long term plan for FSO team in Ericsson Network Philippines
    • Someone who can handle end to end operations up to financials (preparing unit budget and controlling overall budget)
    • Compliance and adherence to Ericsson work ethic and governance.
    • Provide input to functional & business strategy        


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: Philippines (PH) || || Taguig || Consulting&SysInt

Req ID: 315152