About this Opportunity:
We are seeking an experienced Back Office Manager to lead Core and Cloud domain operations within Ericsson Managed Services. You will develop a high-performing team and deliver secure, resilient, high-quality network operations in line with customer commitments. Working with customers and internal stakeholders, you will improve service performance through strong operational leadership, automation and continuous optimization.
What you will do
- Lead and develop a diverse Core and Cloud operations team. Set clear objectives, coach employees, manage performance and talent, support career development and upskilling, and plan succession.
- Coordinate back-office network operations across the Core and Cloud domains, ensuring secure, resilient and error-free service delivery through Ericsson Operations Engine and applicable EOE processes.
- Own delivery against Working Level Agreements (WLAs), Service Level Agreements (SLAs) and KPI targets. Use performance data to identify gaps, take corrective action and improve quality, timelines and customer outcomes.
- Build trusted customer relationships, participate in customer and MSCLT governance, align cross-functional stakeholders, support sales and transition handovers, and manage quality and delivery escalations.
- Drive Service Delivery Efficiency through automation-first ways of working, Federated Automation, data analytics and innovation to simplify operations, continuously improve service and optimize delivery cost.
- Oversee incident, problem and change management in the Unit, ensuring appropriate coordination, risk controls, communication and follow-up learning to protect service continuity.
- Optimize resources and capability to meet business needs. Plan recruitment and development, address performance barriers, and lead organizational changes or restructuring when required.
- Manage Unit financials and forecasts, prioritize and balance sub-unit budgets, optimize budget utilization, and approve and track team time booking.
- Implement relevant EGMS requirements and global processes, methods and tools. Promote Ericsson values, ethics and compliance, and ensure appropriate security, data privacy and access management.
- Drive OHS/EHS awareness and compliance, environmental responsibility and a secure, healthy working environment, supporting Target Zero and employee well-being.
You will bring
- A degree in Engineering, preferably Telecommunications, Computer Science, or equivalent.
- 10+ years of total professional experience, including experience managing operations and leading teams, preferably with formal line-management responsibility.
- Strong understanding of Core and Cloud telecom operations, managed services delivery, service and customer segmentation, and the operational needs of these domains.
- Demonstrated ability to lead heterogeneous teams and to develop capability through performance management, coaching and motivation.
- Knowledge of service delivery governance, WLA/SLA management, ITIL and EOE processes, and transition from sales to delivery and handover.
- Understanding of the MSN financial model, with experience in financial forecasting, budget management and workforce optimization.
- Ability to manage multiple stakeholder priorities, customer expectations and escalations, and to build effective internal and external relationships.
- A data-driven, agile, automation-first, value-focused and innovative approach, with strong problem-solving and results orientation, accountability, integrity, and knowledge of Ericsson policies, directives and guidelines.
- Leadership certification (L1 assessment) is required.
Skills Required
- Degree in Engineering, preferably Telecommunications or Computer Science, or equivalent
- 10+ years of total professional experience
- Experience managing operations and leading teams
- Strong understanding of Core and Cloud telecom operations and managed services delivery
- Experience with service delivery governance, WLA/SLA management, ITIL, EOE processes, and sales-to-delivery transition
- Experience with financial forecasting, budget management, and workforce optimization
- Ability to manage stakeholders, customer expectations, and escalations
- Leadership certification, L1 assessment
What the Team is Saying
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Ericsson Compensation & Benefits Highlights
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Retirement Support — An automatic employer contribution of 3% plus up to 4% in matching is outlined for U.S. employees, enabling a potential 7% total employer contribution subject to plan rules. Feedback suggests this is a standout element of the package.
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Leave & Time Off Breadth — The U.S. package specifies at least 15 vacation days for new hires, up to 3 personal days, 11 holidays, and 80 hours of sick time, with flexibility noted in taking time away. Feedback suggests time‑off breadth and usability are strong points.
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Parental & Family Support — Published materials describe up to 16 weeks of paid maternity leave and 6 weeks of paid parental or adoption leave at 100% of pay, subject to eligibility. Feedback suggests these policies provide meaningful support for families.
Ericsson Insights
What We Do
Ericsson builds the digital connectivity the world relies on. Our technology underpins the mobile networks, platforms, and systems that billions of people, businesses, and societies depend on every day. We are a global leader in communications technology, delivering mobile network infrastructure, cloud software, and wireless connectivity solutions for service providers and enterprises worldwide. Our networks support connectivity across 180+ countries, helping power everyday communication as well as critical digital services at global scale. Connectivity has evolved far beyond consumer mobile use. Today, nearly 80% of the world’s population accesses the internet via mobile networks, and Ericsson is helping shape what comes next. We are advancing 5G and 5G Advanced, developing network APIs that open connectivity to the global developer ecosystem, and applying automation and AI to make networks more intelligent, efficient, and resilient. Ericsson was the first company to launch live 5G networks on five continents, and our 5G platform is now commercially live in 150+ networks across 60+ countries. We also support more than 36,000 enterprise customers, enabling secure, high-performance connectivity for industries such as manufacturing, aviation, logistics, utilities, and public safety, where reliability and performance are mission critical. Innovation is central to how we work. Ericsson has approximately 28,000 employees in research and development, backed by one of the strongest intellectual property portfolios in the industry with 60,000+ granted patents. Our engineers, researchers, and technologists work across 100+ global R&D sites, helping define how networks evolve and how digital infrastructure is built for the long term. As the world moves toward a mobile-first, AI-powered, and cloud-driven future, connectivity becomes the foundation for digital transformation across every industry. Ericsson is building that foundation, shaping the future of digital connectivity through technology that operates at global scale and supports real-world impact, today and for what comes next.
Why Work With Us
Ericsson is a place for people who want to work on technology that powers everyday life. You’ll contribute to large-scale systems used every day, tackle complex challenges in live environments, and keep developing your skills and career in your own vision.
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Ericsson Offices
Hybrid Workspace
Employees engage in a combination of remote and on-site work.
Ericsson adopts a hybrid work model globally because we know balance matters. Sometimes things are better in real life. Other times we can be more productive at home. Our hybrid approach gives you the best of both worlds.
