Delivering on service

In November last year, Ericsson launched its first Global Service Delivery Centre in the Middle East region in Beirut. Despite the recent spate of instability in the country, Ericsson's show of support for the development of advanced telecoms services remains unabated. Ulf Bjuro, head of Global Services Delivery Centre in Lebanon tells CommsMEA about the strategic significance of this latest investment by Ericsson.

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By  Administrator Published  February 1, 2007

CommsMEA: What was Ericsson’s strategic incentive and objective of launching a Global Service Delivery Centre (GSDC) in Lebanon when it did?

Ulf Bjuro: Last year’s strong business growth for Ericsson in the MEA region was the key reason for opening a new GSDC in the region.

CommsMEA: What are the key objectives that have been set to benchmark the relative success/failure of the GSDC in Lebanon?

UB: The performance of the centre in Beirut will be measured in the same manner as similar Ericsson centres worldwide, focusing on providing high quality services and maintaining a high level of utilisation. The intention is for us to invest more in competence development during the first year.

CommsMEA: What has been the local response to the launch of the centre in Beirut?

UB:
The establishment of the GSDC for the Middle East in Beirut has been a welcomed development. The recruitment of 100 engineers is viewed especially highly.

CommsMEA: In terms of the localised nature of services provided for this region, what has the centre in Beirut to offer?

UB:
We shall offer service from Ericsson’s portfolio in the areas of managed services, network and technology consulting, and systems integration.

CommsMEA: What is your forecast for the number of full-time employees Ericsson expects to reach once the centre becomes fully operational? What percentage of the full-time employees is expected to be from the region?

UB:
We are looking to have 100 people in place by year-end 2007. Looking at other centres we can expect that the majority of staff will be Lebanese but around 10% will be non-Lebanese working on a local contract basis in Lebanon.

CommsMEA: Are there any plans to open other centres in the Middle East region?

UB:
Not as of yet.

CommsMEA: In what specific areas (project management, consultancy, engineering, etc.) do you foresee the greatest amount of activity in the centre in Beirut?

UB: We foresee work in all the three areas mentioned above - managed services, network and technology consulting, and systems integration. The starting point is to have an equal amount of staff in managed services and systems integration and somewhat fewer in network and technology consulting.

Details on Ericsson’s Global Service Delivery Centre concept

Ericsson's expansion in services is putting a high demand on the service delivery organisation. The last years of growth in the services business has led to the opening of new Global Service Delivery Centres. Last year in July a new centre was opened in India and in November another was opened in Lebanon.

Ericsson's current service delivery capabilities consist of some 23,000 professionals worldwide (excluding external service providers and partners). The company has 19 Global Service Delivery centres (GSDC) around the world that are designed to secure business readiness for the global market. Each organisation is assigned responsibility for certain competence areas and provides associated services. The centres employ a total of about 6,500 people.

The people in the GSDCs represent professions like project managers, consultants, solution architects and service engineers who are all based on Ericsson's global career model in services. The assignments can be anywhere in the world, for any Ericsson customer either on-site or from home office, depending on what service is provided.

Ericsson delivery centres are found in the following countries: Brazil, Canada, Mexico, USA, Australia, China, India, Malaysia, Finland, Germany, Hungary, Netherlands, Sweden, UK, Croatia, Ireland, Italy, Spain and Lebanon. Further centres are likely to be added over time.

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