Our Exciting Opportunity!
We are looking for a Head of Service Delivery for Zain Group and all Opcos in CU DGS ZGC whose profile is a good fit to the below expectations of the role. Overall Program Director for group of Accounts. This role covers execution accountability, customer focus, add-on sales and has a clear focus for operational & financial control, communications and operational relationship across the Zain Opcos customer base. This role will report to the Head of Digital Services ZGC.
Candidate must have a passion for managing customer needs, the Ericsson Digital services portfolio and to bring pro-active initiatives for sales and delivery. This is a customer facing role!
- Minimum 7-10 years’ experience in leading people (architects, integrators, engineers, operations staff) either in customer programs, operations or as domain line manager with experience in pre-sales, delivery of projects and operations
- Intimate understanding of the BDGS technology portfolio for the specific program being delivered
- Extensive experience in having managed Projects/Programs with full financial responsibility and forecasting
- Must be able to build and execute on expansion and evolution plans for installed base in place.
- Demonstrated Business and sales acumen
- Excellent Customer engagement at Senior level
- Must be able to work in a matrix organization with the Head of PM, Sales organization and the Pre-sales organization
- Must be able to demonstrate operational leadership in project execution and planning. The use of agile methodology to simplify ways of working and enable customer outcomes is a mandatory expectation of this role
- Must be able to collaborate with our Networks and Customer Support organization where required to the benefit of both Ericsson and the customer
- Proven experience in building and managing Operational relationship with the customer not only on delivery but also post-delivery support and excel in management of escalations towards the Business Area
- Should have an extensive network in the Business Area and Service Delivery organizations to enable program outcomes in needs of escalations for people and product critical aspects
- Must ensure sales forecast accuracy for the quarter being delivered and a relatively solid forecast of growth in net sales for the financial year
- Education qualifications - minimum bachelor’s degree, MBA or equivalent master is a plus. Financial background is a plus
- Experience in sales is a plus, but must have had a proven record in add-on-sales on customer installed base
Key Performance indicators:
- Add on sales - Meet or exceed your quarterly Add-on-sale target at the expected UM
- Projects P&L - Meet or improve the SDP3 and TG2 Business Case for each project in your portfolio, adhere to the XLPM methodology, directive and manage projects in Global Chronos
- Customer Satisfaction - The satisfaction of Key Stakeholders in the customer will be based upon feedback/evidence received by the Head of DGS throughout the year
- Margin improvement – in sales and delivery
- Demand forecast - Secure proper project resourcing and delivery, Monthly handshake of Supply forecast with CU Supply SPOC
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Primary country and city: Kuwait (KW) || || Kuwait City || SharedServ
Req ID: 539792