Head of Field Operations

Logistics, Sales & Operations · Supply Chain & Transport · Logistics Management

In short

Als Leiter des Außendienstes leiten Sie die gesamten Außendienstaktivitäten für Kunden und Verträge, um eine sichere, zuverlässige und kostengünstige Leistung zu gewährleisten. Sie sind für die operative Steuerung, die Erfüllung vertraglicher Verpflichtungen und die Kommunikation mit dem Kunden verantwortlich.

Responsibilities

Lead planning, prioritization, resourcing, dispatch and completion of field work.
Manage service requests, risks, dependencies, escalations and recovery actions.
Embed occupational health and safety (OHS) in operational planning and execution.
Ensure Ericsson teams and ASPs understand and follow applicable requirements.
Own day-to-day customer operational communication and governance.
Present performance, risks, issues and recovery plans.
Monitor contract KPIs, service commitments, capacity and delivery trends.
Identify root causes of missed or at-risk performance and drive recovery.
Manage ASP operational performance against agreed delivery, KPI, quality, productivity and safety expectations.
Apply cost and delivery-model awareness to resource planning and operational decisions.
Set priorities and accountability across teams and partners.
Coach teams and coordinate effectively with service delivery, reliability, network operations and other stakeholders.

Requirements

More than 15 years of experience leading telecom field operations, service delivery or comparable customer-facing operations.
Experience coordinating distributed teams and managing ASPs or subcontractors against operational, safety and performance expectations.
Experience with contract KPIs, customer governance, operational escalations and service recovery.
Experience applying OHS principles to field execution and driving corrective actions.
Relevant technical or engineering background, or equivalent telecommunications operations experience.

Benefits

Outstanding opportunity to use your skills and imagination to push the boundaries of what's possible.
Build solutions never seen before to some of the world's toughest problems.
You'll be challenged, but you won’t be alone.
Joining a team of diverse innovators.
Opportunity to craft what comes next.

Skills

Telecom field operationsService deliveryOperational planningDispatch managementCapacity managementOHSField safety managementContract KPI managementService-performance managementCustomer governanceEscalation managementASP managementService-provider performance managementRoot-cause analysisRecovery planningContinual improvementOperational reportingForecastingPerformance analyticsResource utilizationProductivity managementCost awarenessCross-functional coordinationStakeholder management

#Field Operations#Telecommunications#Service Delivery#Customer Management#Safety#KPI Management

About Ericsson

Pioneering technology for connecting billions of people worldwide

Our purpose \nTo create connections that make the unimaginable possible.\n\nOur vision\nA world where limitless connectivity improves lives, redefines business and pioneers a sustainable future.\n\nOur values\nPerseverance, professionalism, respect and integrity.\n\nThe future is a place for purpose & vision – ours are clear, and we invite partners, customers and consumers to join us in our journey. \n\nFor a brighter future. For all. Let's #ImaginePossible

See all open jobs at Ericsson Read more about Ericsson Website