Head Service Management - SL MSIT & ADM

Job Description

As the tech firm that created the mobile world, and with more than 54,000 patents to our name, we’ve made it our business to make a mark. When joining our team at Ericsson you are empowered to learn, lead and perform at your best, shaping the future of technology. This is a place where you're welcomed as your own perfectly unique self, and celebrated for the skills, talent, and perspective you bring to the team. Are you in? Come, and be where it begins.

Our Exciting Opportunity :

Responsible for development, implementation and continual improvement of service management policies and processes covering such areas as Change, Incident, Problem and Service life-cycle Management. You will establish standards of performance, training and development programs, continuous improvement, and other practices that assure a strong and efficient service capability. You will develop the policies, processes, tools, communications, training, and knowledge systems required to meet IT service perfection objectives. Through the use of metrics, KPIs and observation, you will identify trends, anticipate problems, perform root cause analyses, and work across IT to implement preventative measures to ensure an outstanding level of support and service!

You will:

• Managing and maintaining the IT Service Management function and roadmap encompassing such processes as Incident, Request, Change, Configuration, Problem and Knowledge Management• Providing a single point of contact for service management across IT and coordinating such processes as change, incident and problem management across all IT function• Ensuring that service management policies, processes and procedures documentation is created, updated and maintained as well as communicating IT service management strategy, process and procedures across IT• Training IT staff on service management processes and procedures providing coaching when necessary• Providing strong leadership, guidance and direction related to service management• Ensuring that ITSM team and IT goals are accomplished in a timely and cost effective basis• Assuming responsibility and accountability for IT satisfactorily meeting customer expectations

To be successful in the role you must have:

• Very good organizing, time management and priority setting skills.
• Motivated to respond quickly to emergency and business impacting situations.
• Ability to handle pressure situations with clarity, focus and integrity.
• A very good understanding of “Quality” as it relates to Customer happiness.

Key Qualification:

• Experience: 20-25 years
• Education: Graduate in Computer Science with ITSM Leadership experince
• Minimum 5 years demonstrated experience in an IT service management head role
• Must possess the ability to provide strong leadership in support of the IT service management strategy
• Understands how IT service management supports and enables the business
• Possesses a services and solution orientated approach
• Must be action and results oriented
• Very good organizing, time management and priority setting skills
• Driven by a desire for continuous improvement
• Must be enthusiastic, communicative and eager to learn
• Must demonstrate excellent written or oral communication skills
• Ability to share knowledge and collaborate by developing content and documentation for distribution to other team members, managers and customers
• Motivated to respond quickly to emergency and business impacting situations
• Ability to handle pressure situations with clarity, focus and professionalism
• Needs to be adaptable to rapid change
• A very good understanding of “Quality” as it relates to Customer satisfaction
• Has worked in large multi-national environments that span the globe
• ITIL certified to a minimum of foundation level

What ́s in it for you?

Here at Ericsson, our culture is built on over a century of daring decisions. With us, you will no longer be dreaming of what the future holds – you will be redefining it. You won’t develop for the status quo, but will build what replaces it. Joining us is a way to move your career in any direction you want; with hundreds of career opportunities in locations all over the world, in a place where co-creation and collaboration are embedded into the walls. You will find yourself in a speak-up environment where empathy and humanness serve as cornerstones for how we work, and where work-life balance is a priority. Welcome to an inclusive, global company where your opportunity to make an impact is endless.

What happens once you apply?

To prepare yourself for next steps, please explore here: https://www.ericsson.com/en/careers/job-opportunities/hiring-process

Do you believe that an organization fostering an environment of cooperation and collaboration to execute with speed creates better business value? Do you value a culture of humanness, where fact based decisions are important and our people are encouraged to speak up? Do you believe that diverse, inclusive teams drive performance and innovation? At Ericsson, we do.

We provide equal employment opportunities without regard to race, color, gender, sexual orientation, transgender status, gender identity and/or expression, marital status, pregnancy, parental status, religion, political opinion, nationality, ethnic background, social origin, social status, indigenous status, disability, age, union membership or employee representation and any other characteristic protected by local law or Ericsson’s Code of Business Ethics.