Accountable for end-to-end service delivery, service performance, and continuous improvement across multiple IT service lines, ensuring contractual compliance, service stability, operational efficiency, and customer satisfaction, in alignment with Ericsson Managed Services standards.
What you will do
• Accountable for 24x7 service delivery across IT Landscape (OSS/BSS) in line with customer contract.• Ensure consistent SLA, KPI, and compliance adherence across incident, problem, change, and release management.• Provide leadership and governance to Service Delivery (L1/L2/L3) teams, including partners.• Act as escalation authority for major service issues and chronic service risks.• Act as Enterprise / E2E Architect for operational stability and transformation initiatives.• Drive Continuous Service Improvement (CSI) initiatives to improve service quality, stability, and efficiency.• Ensure effective major incident management, including executive-level communication and root cause closure.• Drive standardization and adoption of tools, processes, and automation across service line.• Proactively identify service risks and ensure mitigation and recovery plans are in place.• Own consolidated service reporting and provide fact-based performance insights to customers and internal stakeholders.• Contribute to cost governance, productivity improvements, and operational efficiency targets.• Develop service delivery leadership capability and ensure succession planning and skill readiness.• Hands-on operations responsibility for managing third-party applications and production services (e.g., Siebel CRM, HP Service Assurance, HP Mediation, Ericsson Billing & Charging, digital channels - App/Web/Selfcare/eShop, CVM such as Pega, etc.).• Provide line management of large onsite and offshore teams (50+ employees), including resource planning, performance management and capability development.• Support business development, growth and pre-sales activities related to managed services offerings.• Ensure 24/7 operational readiness and decision-making (on-call leadership and ability to deliver under pressure).• Promote and lead adoption of operations automation and TM Forum L4 capabilities, including AIOps and other automation tools.
You will bring:
• Bachelor's degree in engineering, IT, or equivalent.• 15-18+ years of experience in IT service delivery and operations, with a minimum of 15 years in Managed Services IT (MSIT) roles.• Proven experience leading large-scale managed services delivery in telecom or complex IT environments (including knowledge on Ericsson products like BSCS, Charging, Mediation or similar COTS products from other vendors).• Hands-on operations experience managing third-party applications and digital channels (Siebel CRM, HP SA, HP Mediation, Ericsson Billing & Charging, App/Web/Selfcare/eShop, CVM/Pega, etc.).• Line management track record managing large teams onsite and offshore (50+ employees).• Strong expertise in ITIL-based service management and CSI.• Hands-on experience or strong working knowledge of automation aligned to TM Forum Autonomous Operations (L4), including exposure to AIOps platforms and their application in production IT operations; deep knowledge of operations automation tools is a plus.• Extensive experience in customer-facing senior delivery roles.• End-to-end service ownership.• Senior stakeholder and customer management.• Risk management and decision making.• Data-driven governance and reporting.• Leadership development and mentoring; people coaching skills.• Continuous improvement and efficiency mindset.• Leadership and soft skills including: customer interfacing, ability to deliver under pressure, a 24/7 mindset, business development / pre-sales orientation, strong presentation and communication skills.
Certifications (Preferred)• ITIL• eTOM• PMP (Preferred)• Scrum Master
Why join Ericsson?
At Ericsson, you'll have an outstanding opportunity. The chance to use your skills and imagination to push the boundaries of what's possible. To build solutions never seen before to some of the world's toughest problems. You'll be challenged, but you won't be alone. You'll be joining a team of diverse innovators, all driven to go beyond the status quo to craft what comes next.
What happens once you apply?
Click Here to find all you need to know about what our typical hiring process looks like.
Encouraging a diverse and inclusive organization is core to our values at Ericsson, that's why we champion it in everything we do. We truly believe that by collaborating with people with different experiences we drive innovation, which is essential for our future growth. We encourage people from all backgrounds to apply and realize their full potential as part of our Ericsson team. Ericsson is proud to be an Equal Opportunity Employer. learn more.
Primary country and city: United Arab Emirates (AE) || Dubai
Req ID: 779653
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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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