Responsible for overall service delivery and performance of IT services, managing large teams and driving continuous improvements, automation, and client satisfaction.
About this opportunity
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
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
Top Skills
Aiops
Ericsson Billing & Charging
Hp Mediation
Hp Service Assurance
Operations Automation Tools
Oss/Bss
Siebel Crm
Tm Forum L4
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