About this opportunity
As part of One Service Build India (OSBI) Workforce Management organization, the Senior Manager - Workforce Management will lead the end-to-end operational management of the contingent workforce across multiple Customer Units. The role is responsible for ensuring seamless workforce lifecycle management, operational excellence, stakeholder satisfaction, adherence to established compliances & establish robust & action-based governance frameworks.
Working closely with Customer Units, HR, Sourcing, Business Control, EWM, ARP Suppliers, and other enabling functions, this role will drive consistent service delivery capacity & capability, optimize workforce capacity & operations, and build a scalable operating model that adheres to the SL Build delivery & workforce strategy.
Key Responsibilities
Workforce Operations
- Lead the end-to-end management of the contingent workforce lifecycle, including project deployments, onboarding, deployments, transitions between CUs, extensions, renewals, and offboarding.
- Ensure timely and accurate execution of workforce processes while maintaining agreed service levels and business continuity.
- Monitor operational performance and drive timely resolution of workforce-related issues and escalations.
- Be accountable for the Workforce related KPI's like Utilization, Absorption, Competence, performance.
- Manage Workforce Capacity & capabilities based on capacity & competence forecasts submitted by the CUs.
- Drive the Fixed to Variable workforce transformation Initiative, that aims to transfer the ARP competencies to ASP's enabling a service-based delivery.
- Drive operational efficiency, service quality, and customer satisfaction through continuous improvement initiatives.
Workforce Management & Governance
- Ensure adherence to agreed Ways of Working (WoW), Roles & Responsibilities (R&R), policies, and WLAs.
- Drive operational governance through regular service reviews, performance tracking, and compliance monitoring.
- Maintain workforce data integrity across HRMS, SAP, XRM, and other enterprise platforms.
- Competence Transformation, performance management, mentoring & conflict management.
- Compliance management
- Drive Workforce related transformation initiatives.
Team Leadership
- Lead, coach, and develop the Workforce Management team to deliver high-quality services.
- Foster a culture of accountability, collaboration, continuous improvement, and customer focus.
- Drive resource planning, workload management, and capability development within the team.
- Resolve people related issues & maintain a strong functional relationship with CU stakeholders
Join our Team
What will you do
- Deliver seamless end-to-end workforce management services.
- Lead a contingent Workforce across India Customer Units
- Manage Workforce related KPI's like utilization, Absorption & Efficiencies.
- Ensure SLA compliance and operational excellence.
- Build strong stakeholder relationships across Customer Units and enabling functions.
- Drive governance, compliance, and workforce data accuracy.
- Support business growth by building a scalable and efficient workforce management function.
The Skills You Bring
Education & Experience
- Education & Experience: Bachelor or master's degree in Telecoms or Business administration
- 15+ years of experience of the Telecoms industry and 5+in NRO business aspects and 5+ years in leading CPM office and extensive network deployments
- Strong competence on Ericsson portfolio with strong competence of NRO technology and solutions being a plus.
- Broad experience in Ericsson internal processes, organization (both global and CUs)
- Extensive experience in Workforce Management, Resource Management, Automation Deployments, Data Analytics, Process Excellence, & Delivery Transformation.
- Proven experience in managing contingent workforce operations within a large, matrixed organization.
- Strong exposure to cross-functional collaboration involving HR, Finance, Procurement, Business Control, Customer Units, Suppliers, and Shared Services.
- Experience in driving process improvements, governance frameworks, and operational excellence initiatives.
Functional Competencies
- Contingent Workforce & Resource Management
- Workforce Lifecycle Management
- Service Delivery & Operational Excellence
- Stakeholder & Supplier Management
- Workforce Governance & Compliance
- Team Leadership & People Development
- Process Improvement & Change Management
- Risk & Escalation Management
Required Skills
- Ericsson RAN portfolio
- NRO Delivery Tools & Process.
- SAP, HRMS, XRM
- Advanced Microsoft Excel
- Microsoft PowerPoint
- Power BI (Preferred)
Behavioural Competencies
- Customer Focus
- Ownership & Accountability
- Collaboration & Influencing
- Analytical & Problem-Solving Skills
- Planning & Execution
- Communication & Presentation Skills
"All academic credentials must be from recognized and accredited institutions and are further subject to verification."
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: India (IN) || Gurgaon
Req ID: 788560
Skills Required
- Bachelor's or master's degree in Telecoms or Business Administration
- 15+ years of experience in the telecommunications industry
- 5+ years of experience in NRO business aspects
- 5+ years of experience leading CPM offices and extensive network deployments
- Strong competence in the Ericsson portfolio
- Strong competence in NRO technology and solutions
- Experience with Ericsson internal processes and global and customer-unit organizations
- Extensive experience in workforce management, resource management, automation deployments, data analytics, process excellence, and delivery transformation
- Proven experience managing contingent workforce operations in a large, matrixed organization
- Experience with cross-functional collaboration involving HR, Finance, Procurement, Business Control, Customer Units, suppliers, and shared services
- Experience driving process improvements, governance frameworks, and operational excellence initiatives
- Experience with Ericsson RAN portfolio
- Experience with NRO delivery tools and processes
- Experience with SAP, HRMS, and XRM
- Advanced Microsoft Excel skills
- Microsoft PowerPoint skills
- Power BI experience
What the Team is Saying
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Ericsson Compensation & Benefits Highlights
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Healthcare Strength — Health coverage is described as broad and reliable, with multiple medical plan choices, dental/vision, and mental-health/EAP resources. Available descriptions highlight healthcare and disability insurance as consistent strengths.
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Retirement Support — U.S. materials point to an automatic company 401(k) contribution plus matching that can add up to a notably high employer contribution, and some regions also offer pension options. This structure is often cited as a meaningful component of total rewards.
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Leave & Time Off Breadth — Time-off programs are characterized as generous, with sizable vacation allowances, paid holidays, sick time, volunteer time, and strong parental leave in some locations. PTO is frequently highlighted as a standout element of the package.
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.
