Head of Software Development Application & Platform Operations

Ericsson; Dadri; On-site; INR 6,000,000 - 9,000,000; Full time

Job summary

Ericsson is seeking a senior leader to head SDA&P Operations, responsible for defining strategy, budgets and delivering high-quality service globally from Noida. You will manage diverse teams and drive operational excellence in a fast-paced environment.

The role requires strong experience in IT operations, change management and stakeholder communication, with fluency in English and a track record of improving service delivery and customer satisfaction.

Qualifications

• Education and experience aligned with senior operations roles.
• Proven leadership of diverse global teams in IT operations.
• Experience with ITIL, MSTOP and eTOM processes.

Responsibilities

• Provide leadership for SDA&P Operations management team.
• Report to Head of SDA&P and manage department managers.
• Drive Change Management and service delivery quality.
• Ensure budget, cost efficiency and SLA fulfillment.

Skills

Leadership

IT Operations

Stakeholder management

Change management

English proficiency

Education

M.SC, MBA or equivalent through experience

Tools

ITIL

MSTOP

eTOM processes

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

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?

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