Head of Software Development Application & Platform Operations

Ericsson GmbH; Uttar Pradesh; On-site; INR 3,000,000 - 6,000,000; Full time

Job summary

Noida, India-based Ericsson SDA&P Operations seeks a Head of SDA&P Operations to lead global IT service delivery and technical operations for a 24/7 environment. You will define strategy, manage budgets, drive service quality and stakeholder satisfaction across multiple regions and time zones.

Ideal candidate has 10+ years in service delivery, strong leadership of diverse teams, ITIL/MSTOP/eTOM expertise, and exceptional communication in English.

Qualifications

• 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

Responsibilities

• 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

Lead global teams

IT Operations

ITIL

MSTOP

eTOM processes

Change management

Stakeholder management

English fluency

Strong leadership

Education

M.SC, MBA or equivalent through experience

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