About this opportunity
We are seeking an Enterprise and FTTX Service Manager is responsible for the end-to-end delivery, performance, and continuous improvement of Enterprise/FTTX services, ensuring services are delivered in line with agreed SLAs, KPIs, quality, cost, and customer experience targets. The role acts as the key bridge between customers, internal operational teams, inter domain and inter department and external partners or vendors, ensuring stable operations and high service availability across the Enterprise and FTTX network.
What you will do
Own and manage end-to-end Enterprise and FTTX service delivery from provisioning to Acceptance, assurance and restoration.
Ensure compliance with Service Level Agreements (SLAs), Operational Level Agreements (OLAs), and regulatory requirements.
Monitor network performance, service availability, fault trends, and customer-impacting events.
Lead service recovery during major incidents, outages, and escalations, ensuring timely communication and timely resolution including stakeholder notifications. To call and lead War Room
Drive root cause analysis (RCA) and corrective/preventive actions for recurring Enterprise and FTTX issues.
To perform standby duties after office hours as per requirements
Partner & Vendor Management
To support Enterprise and FTTX rollout, installation, and maintenance partners to ensure Operational Readiness is met.
Act as the single point of accountability for enterprise, wholesale, or high-value Enterprise and FTTX customers for end customer.
Maintain strong relationships with internal stakeholders (NOC, Back Office, Field Operations, DPQ, SVM).
Lead customer service reviews, performance reporting, and service improvement discussions.
Handle escalated complaints and high-impact customer issues professionally.
Define, track, and report KPIs such as SLA availability, MTTR, installation lead time, and repeated faults.
Analyse trends in incidents, complaints, and operational costs to identify systemic improvements.
Prepare operational dashboards, executive reports, and management updates.
Ensure Change Management processes are dully followed for Enterprise and FTTX related services
Ensure Preventive Maintenance activities are coordinated and completed on committed timeline for all Enterprise and FTTX services
To ensure all Enterprise and FTTX database are managed and updated timely
Drive service optimisation, cost efficiency, and operational excellence initiatives.
Ensure ITIL-aligned processes for Incident, Problem, Change, and Service Improvement Management.
Support Enterprise and FTTX rollout readiness, acceptance into BAU, and service stabilisation phases.
The skills you bring
Bachelor's degree in Telecommunications, Engineering, IT, or equivalent experience.
Typically 10-15 years in Enterprise/FTTX operations, or network management roles.
Hands-on experience with FTTX eco-system, service assurance, NOC/field operations, or rollout delivery.
ITIL certification or Project or service management certification (PMP, PRINCE2) is an advantage.
Strong understanding of Enterprise and FTTX / fibre access networks, service assurance, and field operations. PON & Metro-E Architecture: Advanced knowledge of OLT/ONT/BRAS/RADIUS configurations, Optical Budgeting, Metro-Ethernet backhaul and Layer 2/3 Networking
Proven experience in service delivery management and major incident management.
KPI-driven mindset with strong analytical and problem-solving skills.
Excellent stakeholder, vendor, and customer management capabilities.
Strong communication skills, especially during outages and escalations.
Ability to work under pressure in a 24/7 service environment
All academic credentials must be from recognized and accredited institutions and are further subject to verification.
Skills Required
- Bachelor's degree in Telecommunications, Engineering, IT, or equivalent experience.
- 10-15 years in Enterprise/FTTX operations or network management roles.
- Hands-on experience with FTTX ecosystem, service assurance, NOC/field operations, or rollout delivery.
- Advanced knowledge of PON and Metro-E architecture, including OLT, ONT, BRAS, RADIUS configurations, optical budgeting, Metro-Ethernet backhaul, and Layer 2/3 networking.
- Proven experience in service delivery management and major incident management (war room leadership, escalations).
- KPI-driven mindset with strong analytical and problem-solving skills.
- Excellent stakeholder, vendor, and customer management capabilities.
- Strong communication skills, especially during outages and escalations.
- Ability to work under pressure in a 24/7 service environment and perform standby duties after hours.
- ITIL certification or project/service management certification (PMP, PRINCE2) is an advantage.
What the Team is Saying
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Ericsson Compensation & Benefits Highlights
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Healthcare Strength — Health coverage options are described as broad, with multiple medical plan choices (often three) plus dental and mental health resources. U.S. materials also reference PPO and HDHP options, and some teams contribute to HSAs.
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Retirement Support — U.S. postings outline a 401(k) with an automatic 3% company contribution plus matching that reaches 4% when employees contribute 5%. This combination is repeatedly listed in role postings and characterized as strong for the sector.
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Parental & Family Support — U.S. job descriptions frequently cite up to 16 weeks paid maternity leave and 6 weeks paid parental/adoption leave at 100% pay. These benefits are positioned as exceeding many U.S. corporate policies.
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.
