Head of Service Line BOS - Algeria, Tunisia & Libya

About the role

Ericsson is looking for a Head of Service Line BOS for Algeria, Tunisia and Libya, responsible for BOS engagements and service delivery in the designated multi-account portfolio under CU ENA. The role reports to the Head of SL BOS of CU ENA and sits within the EMEA SL BOS and CU ENA CSS (Cloud Software & Services) teams. It covers presales, service delivery, ADM and ITMS, and plays a material role in growing the farming business while ensuring profitability and customer experience.

Key responsibilities

• Manage the team assigned to SI/ADM/ITMS in the multi-accounts and act as single point of contact and escalation for BOS business in those accounts
• Work with Customer Fulfilment Responsible and Customer Solution Responsible (Core 2) to manage growth accounts, forecasts and related KPIs
• Drive autonomous operations, AI and data analytics adoption, and digital transformation programmes
• Plan and deliver ITMS and ADM, and support MSCOOs for outsourced IT operations and HOSDs for project delivery
• Ensure adherence to service delivery tools, processes and methods, including change control, governance (L0-L3), and cost of poor quality tracking
• Deliver resource demand and financial forecasts (quarterly and yearly) and quarterly financial landing in line with CU CSS and CU Gulf
• Set individual performance and development goals, track absorption and billability against organizational targets, and close CSRs on time