Head of Software Development Application & Platform Operations

Ericsson GmbH; Dadri; On-site; INR 3,500,000 - 6,000,000; Full time

Job summary

Ericsson is seeking a senior leader to head SDA&P Operations in Noida, India. You will define and manage the operations strategy, budget, and service delivery across global teams, ensuring stability and KPI attainment.

Lead change initiatives, drive customer satisfaction, and guide managers and supervisors in a high-pace environment. You will report to the Head of SDA&P and play a pivotal role in shaping operational excellence, policy compliance, and cross-functional collaboration across IT,

Qualifications

• M.Sc, MBA or equivalent qualification.
• 10+ years in service delivery management and technical operations.
• Experience leading diverse global teams.
• Domain expertise in IT operations or customer support, ITIL, eTOM.
• Proven ability to lead change in a fast-paced environment.
• Excellent social and communication skills; strong leadership.
• Fluency in English, strong presentation abilities.

Responsibilities

• Provide leadership and decision making for SDA&P Operations team.
• Report to Head of SDA&P.
• Line-manage managers and supervisors.
• Drive Change Management within SDA&P Operations.
• Drive service delivery quality and user satisfaction.
• Responsible for production system stability, availability and performance.
• Budget and financial management.

Skills

Global team leadership

IT Operations domain experience

ITIL & eTOM knowledge

Change & improvement management

Communication skills

People leadership

Delivery execution

Presentation skills

English fluency

Technical background

Education

M.Sc

MBA or equivalent

Job description

About this Opportunity

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

• 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

• 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
• 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

• 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

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.

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