Software Development Application & Platform ( SDA&P) Operation is global 24/7 IT operation and support organization located in 4 main hubs. The scope of SDA&P Operations includes Service Delivery IT Tools System Operation, Service Desk, Support and Maintenance, Solution Acceptance and Handover for Operation, SLA and KPI Fulfillment, Escalation Management, Updates / Upgrade Management, RCA Handling including Corrective Activities and Supplier Management.Head of Operations is overall responsible and accountable for the overall vision, mission, strategy, financial and delivery performance as well as organizational management.
Accountability
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Define and manage overall SDA&P Operations strategy
Define and manage SDA&P Operations Balanced Scorecard and KPI
Define and manage overall SDA&P Operations budget, including cost efficiency programs
Manage overall user operational satisfaction targets and commitments.
Ensure Operational delivery performance and process compliance
Resource mgmt.
What you will do:
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Provide overall leadership, control and decision making, taking responsibility for the SDA&P Operations Management team and department
Report to Head of SDA&P
Perform line-management for all SDA&P Operations team or department managers/supervisors
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Drive Change Management within SDA&P Operations organizational changes
Drive overall SDA&P Operations service delivery quality and user satisfaction
Responsible for the solution production system and solution stability/availability and performance as per stakeholder requirement.
Responsible for System operations, support, maintenance, monitoring, solution update management and SLA fulfillment.
Secure compliance to Ericsson policies/directives and instructions
3PP Contract Management for support and maintenance of production systems and solutions
Processes management according to SDA&P process map
Budget and Financial management
Skills You Bring:
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Education: M.SC, MBA or equivalent through experience
Proven experience in leading and managing divers global teams.
Domain experience in IT Operations or customer support, ITIL, MSTOP, and eTOM processes.
Proven track record in leading, supervising, and responding to change in a high pace environment
Minimum 10 years in Service Delivery Management and Technical Operations
Change & Improvement Management Skills
Deep understanding of Service Delivery process, models, and strategy
Excellent Social and communication skills
Strong people leadership skills
Strong Operational skills
Strong delivery execution skills
Presentation skills
Fluency in written and spoken English
Technical Background
All academic credentials must be from recognized and accredited institutions and are further subject to verification.
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: India (IN) || Noida
Req ID: 790659
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