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About this opportunity:

The Head of Service Delivery (HoSD) for Poland, Czech Republic & Slovakia is responsible for the full Ericsson CSS portfolio service delivery in the market. The role is accountable for driving service delivery, service excellence, operational governance, and financial performance across designated key customers within Poland, Czech Republic & Slovakia.
As the shadow P&L owner for the business area and delegate of the CSS Customer Unit Head, the HoSD ensures seamless program execution, portfolio management, customer satisfaction and relationship, and long-term business growth.
This role is pivotal in leading delivery governance, orchestrating the delivery engine, managing escalations, and supporting pre-sales, while ensuring profitability and customer value realization. It is an individual contributor role operating in a matrix organization.
The Poland, Czech Republic & Slovakia account has multiple customers who often pioneer new technology introductions. This requires an individual who can manage complexity with a proactive, solution-oriented mindset.

What you will do:

• Be overall accountable for the service delivery and profitability of the CSS business for the Poland, Czech Republic & Slovakia account

• Act as the primary customer interface, working closely with Key Account Managers (KAMs), Heads of Sales and Country Managers on governance, strategy and escalations
• Ensure delivery excellence by monitoring project performance, driving operational governance, and securing compliance with scope, timelines, and budgets
• Align with relevant Domain Sales Managers on overall pre-sales activities, ensuring an end-to-end consistent view from solution design to delivery
• Lead cross-functional, matrix teams, role-modelling Ericsson Leadership Principles
• Develop strategies to identify and capture add-on sales and upselling opportunities across the portfolio
• Lead and guide CFRs in line with customer expectations, domain knowledge, driving strategy to win with strong value argumentation of the delivery engine. 

• Ensure risk, compliance, and quality management standards are maintained across all engagements
• Drive innovation and digital transformation (automation, AI and other emerging technologies) to enhance service delivery
• Manage vendors and third parties (e.g. ASPs/ARPs)
• Coach and mentor internal delivery teams, acting as a team player who brings out the best in people

The skills you bring:

• University degree or equivalent experience in Engineering/ICT; higher university degree such as an MBA is considered a merit
• 10–15 years of experience in senior, customer-facing roles and relationship management across all customer levels, including C-level
• At least 8 years in program or project management
• Presales and service delivery experience with accountability for end-to-end programs
• Strong leadership skills in a multi-cultural, multi-geography environment
• Proven ability to generate add-on sales in complex projects
• Strong business acumen, financial understanding, and P&L management skills
• PMP or similar Project Management certifications considered a plus
• Deep knowledge of Ericsson’s CSS portfolio and experience with mission-critical/safety business delivery
• Strong communication and presentation skills
• Strong stakeholder management skills internally and within the customer organization
• Experience in handling customer escalations
• Innovative mindset, with a strong ability to generate value argumentation
• Growth mindset and curiosity to continuously learn and improve