About this opportunity:
Lead end-to-end field operations for the assigned customer and contract, ensuring safe, reliable, customer-focused and cost-conscious delivery. The role establishes effective operational control across Ericsson teams and Authorized Service Providers (ASPs), maintains delivery against contractual commitments and KPIs, and serves as the primary operational interface and escalation point for the customer.
What you will do:
- Lead planning, prioritization, resourcing, dispatch and completion of field work across the agreed contract scope; 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; address gaps, follow corrective actions to closure, and stop or escalate unsafe work.
- Own day-to-day customer operational communication and governance. Present performance, risks, issues and recovery plans; coordinate action owners and follow commitments through to closure.
- Monitor contract KPIs, service commitments, capacity and delivery trends. Identify root causes of missed or at-risk performance, drive recovery and continual improvement, and provide accurate reporting and forecasts.
- Manage ASP operational performance against agreed delivery, KPI, quality, productivity and safety expectations through regular reviews, escalation and improvement planning.
- Apply cost and delivery-model awareness to resource planning and operational decisions. Identify efficiency opportunities without compromising safety, service quality or contractual obligations; escalate scope, cost and delivery risks through the appropriate channels.
- Set priorities and accountability across teams and partners; coach teams and coordinate effectively with service delivery, reliability, network operations and other stakeholders.
- Expected outcomes include safe delivery to contract, visible and actively managed KPIs, timely recovery from service issues, effective customer and ASP governance, improved operational efficiency, and fewer recurring issues.
The skills you bring:
• 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.• Telecom field operations and service delivery• Operational planning, dispatch and capacity management• OHS and field safety management• Contract KPI and service-performance management• Customer governance and escalation management• ASP and service-provider performance management• Root-cause analysis, recovery planning and continual improvement• Operational reporting, forecasting and performance analytics• Resource utilization, productivity and cost awareness• Cross-functional coordination and stakeholder management
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: Egypt (EG) || Cairo
Req ID: 793231
Skills Required
- More than 15 years of experience leading telecom field operations, service delivery, or comparable customer-facing operations
- Experience coordinating distributed teams and managing authorized service providers or subcontractors
- Experience managing contract KPIs, customer governance, operational escalations, and service recovery
- Experience applying occupational health and safety principles to field execution and driving corrective actions
- Relevant technical or engineering background, or equivalent telecommunications operations experience
- Telecom field operations and service delivery experience
- Operational planning, dispatch, and capacity management experience
- OHS and field safety management experience
- Contract KPI and service-performance management experience
- Customer governance and escalation management experience
- ASP and service-provider performance management experience
- Root-cause analysis, recovery planning, and continual improvement experience
- Operational reporting, forecasting, and performance analytics experience
- Resource utilization, productivity, and cost-awareness experience
- Cross-functional coordination and stakeholder management experience
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.
