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About this opportunity
The Manager Improvement & Performance role within SL Operate Service Management Service Improvement focuses on driving the development, implementation, and execution of Proactive Problem Management activities across allocated contracts. You will support the Head of Service Improvement and Service Operations Governance on service delivery issues both internally and in customer meetings. The role includes building a motivated, productive work environment and ensuring team competence and capability through hiring, training, and coaching in alignment with the SM strategy and resource planning.

What you will do

Drive prescriptive insights and proactive problem management activitiesSupport service delivery governance internally and in customer engagementsBuild and maintain team competence and capability via hiring, training, and coachingLead line management activities including annual salary reviews, goal setting, and competence developmentEnsure fulfilment of billability, utilization, efficiency targets, financial forecasting, and budget adherencePromote adherence to Service Line Operate Ways of Working, processes, and guidelinesFoster a productive and motivating work environment

Skills you bring

Highly developed leadership and change management skills, influencing and leading by exampleStrong problem-solving capability and strategic thinkingExcellent interpersonal communication and customer-oriented consultative approachGood conflict management skills and ability to work well under pressureAnalytical mindset with a data-driven, agile, automation, and innovation focusExcellent oral and written English skillsHigh degree of accountability, integrity, and a strong sense of responsibility and empowermentStrong knowledge of Ericsson policies, directives, business environment, and service management areas including Event Management, Incident Management, Problem Management, Preventative Maintenance, Service Continuity, Field Service, and Smart ReportingGood understanding of SLA, WLA/OLA

Key qualifications

B.tech or Bachelor’s degree or equivalent