Head of Quality and Operational Excellence i Stockholm

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Job summary

This is a key Leadership role within HWS Operations, the executing organization of the Repair Delivery Flow, reporting to the Head of HWS Operations (Head of Repair Flow) and a member of the HWSO Leadership Team.  

The Head of Quality and Operational Excellence is responsible for continually developing the delivery strategy, coordinating strategy execution, for establishing, maintaining and evolving the necessary operational excellence frameworks, for driving business excellence, the services culture, and the communication activities required to support all of the above.

From a perception perspective, it is critical that this role be seen as a support pillar, a guide, an inspiration, a source of innovation and passion for operational excellence and the Delivery Flow’s efforts to continually achieve it. This role is not meant to act as a supervisory function that monitors the quality of others.

Key Responsibilities

Strategy

• Continued development of the Repair Delivery Flow strategy, in alignment with the Ericsson Delivery Strategy and the relevant business demands from Business Units and Regions.
• Continued development of the Repair Delivery Flow Target Operating Model (TOM)
• Ensure the Repair Delivery Flow strategy and TOM are fully integrated with the Ericsson Service Delivery Management release process.
• Owner of the strategy execution roadmap and drives overall strategy visibility, understanding and adherence.
• Consolidate and monitor the tactical initiatives that will be included in the Repair Delivery Flow operational plan

Operational Excellence

• Ensure service delivery process, methods and tools adherence
• Drive Operations Maturity Model implementation for the delivery flow
• Create and deploy the service delivery quality strategy and a services culture
• Develop a process efficiency framework that facilitates in-depth analytics to measure and benchmark process efficiency, determine areas of improvement, and link the improvements to the key cost and quality drivers.
• Drives and/or supports improvement programs focused on quality
• Drive internal and external audit planning and execution
• EGMS/SOX compliance and Business Continuity Management

Communication and Culture

• Develop and drive the communication plan and strategy
• Single point of contact towards GSO and BL communications
• Owner of the Capability Awareness strategic statement
• Driver of the Services Culture
• Access to all necessary information to carry out the assigned responsibilities effectively and in-line with company directives.
• Issuing assignments to Repair Delivery Flow units for the purpose of fulfilling the responsibilities of the position.
• Prioritize focus areas based on the value to the efficiency and quality of the Delivery Flow, in agreement with the Head of Repair Delivery Flow.

Candidate Prerequisites

• Qualifications:
  • MSC, MBA or equivalent through experience.
• Industry experience:
  • Telecoms / ICT Operational experience, from either Ericsson or external company.
  • Minimum 5 years’ experience in management roles at Region/BU/GF or relevant equivalent experience in an external company
• Human and Business Competences
• Well-developed Leadership skills, influencing and leading by example. Self-motivated and works well under pressure.
• Experience with Global set up and operations of HWS operations (reverse logistics for service units and repair handling)
• Proven strategic thinking and strategy developer.
• Knowledge and understanding of Product Life Cycle Handling and Sales to Delivery Process.
• Excellent communication skills and a highly developed capability to engage with people to anchor ideas and proposals.
• High degree of accountability and integrity.
• Ability to simplify, good sense for details as well as high level thought leadership.
• Performance and Results oriented with good skills in leading and motivating people and conscious of responsibility and empowerment.
• Well-developed skills in Interpersonal communication and ability to communicate effectively on an executive level, both internally and externally.
• Customer oriented and business minded.
• Highly developed skills in driving change management.
• Ability to prioritize and plan own work to meet assigned schedules and targets.
• Analytical with strong problem solving capability and strategic thinking.
• Good English language skills oral and written.
• Business and financial awareness to ensure understanding of the implications that various courses of action will have on costs.
• Very good understanding of Ericsson Business Process, Financial - and Delivery models.
• Good knowledge of Ericsson Portfolio, the Market and Ericsson Customers.
• Good understanding of Ericsson organizational structure, ways of working and Company directives.
• Excellent Knowledge of Ericsson Service delivery strategies and processes.

The selection and interview process is ongoing, so send your application in English as soon as it is ready, the last day to apply is 19th June. If you have specific questions you are welcome to send an email to recruitment specialist  Sylwia Kwiecien at 

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Primary country and city: Sweden (SE) || || Stockholm || SalesStratMkt&ComMgt

Req ID: 245122