Join our Team

At this time, Ericsson Canada Inc. does not provide immigration assistance/sponsorship now or in the future for this position.

About this opportunity:

Ericsson is seeking a dynamic and enterprising individual to join our team as the Managed Services Head of Field Services Operations (FSO) within the Managed Services Customer Leadership Team (MSCLT) serving a Tier 1 customer in North America. In this position, you will be accountable for the Field Service delivery, people, operational results, financial performance, and compliance with the Global FSO requirements. This position reports in line to the MSCOO (Managed Services Operations Officer) for this customer(s).

If you are a decisive people leader with the expertise to manage customer relationships and field service delivery, we invite you to apply.

What you will do:

• Lead Field Services delivery portion of a Managed Services contract for the customer(s) in scope.
• Responsible for the line management of the FSO employees, acting as people leader for a large national organization.
• Manage the complete service delivery for FSO (Field Service Operations).
• Responsible of the Authorized Service Providers (ASP) or Third-Party Providers/Contractors in scope of the contract.
• Ensure the positive financial results through close attention to cost control, absorption rates and employee productivity.
• Develop and manage a strong customer relationship.
• Support the MSCOO by acting as a customer representative within Ericsson for FSO, prioritizing and monitoring Ericsson's internal areas to ensure quality performance and customer requirements fulfilment.
• Support Transition and Transformation of the contract as per the business case for Field Services, reaching the appropriate agreements with the different Ericsson organizations involved.
• Motivate, attract, develop and retain FSO teams.
• Monitor Operational performance of the FSO, securing compliance with end to end SLAs (Service Level Agreements) of the contract, and working on WLAs (Working Level Agreements) with peers.
• Monitor and report financial and operational performances, driving improvement plans when required for the FSO.
• Contribute to the appropriate Governance layers both with customer and internally.

The skills you bring:

• Bachelor’s degree in engineering preferably in Electronics, Computer science, Telecommunication, or equivalent experience.
• Minimum 20 years’ experience in Telecom industry.
• Proven experience in Field Services Delivery execution for Tier 1 customers.
• Experience with pre-sales and business start-up activities including business case creation, costing, staff dimensioning, and organizational design.
• Experience leading large line organizations, with proven ability to lead a diverse technical workforce and across a dispersed geography.
• Experience in the operation of mobile wireless networks, microwave transport, and preferably knowledge of wireline (including fiber).
• Strong understanding of financial processes and practices in alignment with Ericsson’s operational standards.
• In-depth knowledge of Service Level Agreements (SLAs), including measurement tools and negotiation skills.
• Experience in project governance, risk management, and ensuring compliance with relevant regulations.
• Strong knowledge on Local Laws, Ericsson Policies, Directives, Guidelines and Ericsson’s business environment.
• Excellent English language skills oral and written. Preferably also French.
• Strong matrix management abilities and understanding of internal Ericsson organizations.

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.

What happens once you apply?

Click Here to find all you need to know about what our typical hiring process looks like.

Ericsson uses a merit-based hiring approach that values people with different experiences, perspectives and skillsets. We truly believe this approach drives 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.

If you need assistance or to request an accommodation due to a disability, please contact Ericsson at hr.direct.americas@ericsson.com.

DISCLAIMER: The above statements are intended to describe the general nature and level of work being performed by employees in this position. They are not an exhaustive list of all responsibilities, duties and skills required for this position, and you may be required to perform additional job tasks as assigned.

Primary country and city:

Canada (CA) || Toronto (Country/ City)

Job details:

Service Delivery Line Manager

Compensation and Benefits at Ericsson

At Ericsson, we know that our people are the key to our success. We offer a competitive package to help with your individual needs and goals.

Your Pay

The salary offered is dependent on various factors including, but not limited to, location, and the candidate’s combination of job-related knowledge, qualifications, skills, education, training, and experience. The salary range for this position is Ontario: $161,000- $211,575.

Short-Term Variable Compensation Plan (STV):

Your pay also includes the opportunity for an annual bonus. Actual bonus payouts are based on performance of the business against the unit’s objectives, individual performance, and the individual bonus target. Certain eligibility and pro-ration rules apply.

Your Health

Ericsson offers excellent health benefits including the choice of 3 medical and dental plan options that allow an employee to select the level of coverage that suits their needs. Core level coverage is paid for fully by Ericsson.

Your Financial Security

We invest in both your short and long-term financial wellbeing. Ericsson’s Group Retirement & Savings Program offers an automatic 2% company contribution into the Pension Plan. Ericsson also offers a 50% match of employee’s contribution into the Registered Retirement Savings Plan, up to 8% of the employee’s contribution (maximum of 4% match). This leads to a total company contribution potential of 6%. Employees will also basic life insurance and basic accidental death and dismemberment coverage at two-times annual base pay at no cost, as well as short-term disability coverage. Employees also have the option to participate in Ericsson’s Stock Purchase Plan.

Your Time

Your work-life balance is important to us. New employees are provided a minimum of 18 days of accrued vacation, at least 3 personal days, minimum 10 holidays, 1 volunteer day, and sick days. Please note paid time off is pro-rated based on the employee’s start date. Furthermore, Ericsson provides up to 10 weeks of paid maternity leave and 6 weeks of parental or adoption leave at 100% of pay.

Additional Benefits

Ericsson offers many other company-paid benefits such as financial wellness programs, educational assistance, matching gifts, wellness account, and recognition programs.