Head of Service Management

Ericsson; Ryde; On-site; AUD 180,000 - 250,000; Full time

Job summary

Ericsson is seeking a Head of Service Operations in Australia to own end-to-end service visibility, reporting, and delivery execution. You will lead NOC and Service Management teams, driving efficiency, risk mitigation, and compliance across multiple locations.

The role requires strategic leadership, data-driven decision making, and strong stakeholder engagement to ensure exceptional service delivery and customer satisfaction.

Qualifications

• 10+ years in service operations, delivery management, and team leadership
• Mastery of Service Management frameworks (Incident, Problem, Change, Preventative Maintenance)
• Advanced data analysis and metrics reporting expertise
• ISO/IEC 27001/IEC 27k standards knowledge
• Strategic leadership with change management and stakeholder engagement excellence
• Data-driven, agile, innovation-focused approach
• Exceptional communication, analytical, and problem-solving skills
• High accountability, integrity, and customer orientation
• Bachelor’s degree or MBA in a related field

Responsibilities

• Establish accurate end-to-end service visibility and consistent reporting across all delivery metrics and KPIs
• Lead and mentor NOC and Service Management teams, driving continuous capability improvement and performance
• Deliver comprehensive service status reports and provide strategic insight during customer escalations
• Improve and automate NOC processes to drive operational efficiency and effectiveness
• Coordinate seamless end-to-end delivery across multiple locations and delivery teams
• Build strong customer relationships through trust, delivery excellence, and proactive communication
• Foster a culture of reactive, proactive, and predictive service management
• Develop risk mitigation strategies and ensure compliance with security, operational, and local policies

Skills

Strategic leadership

Change management

Stakeholder engagement

Data analysis & metrics

Communication skills

Problem-solving

Accountability & integrity

Education

BE/B.Tech or MBA

Job description

Join our Capability Transitionteam as Head of Service Operations, reporting to the Head of Operational Assurance. Own and lead end-to-end service visibility, reporting, and execution while providing strategic leadership across the organization. You'll be the heartbeat of delivery operations—driving visibility, anticipating risks, and ensuring operational excellence.

What you will bring

• Establish accurate E2E service visibility and consistent reporting across all delivery metrics and KPIs
• Lead and mentor NOC and Service Management teams, driving continuous capability improvement and performance
• Deliver comprehensive service status reports and provide strategic insight during customer escalations
• Improve and automate NOC processes to drive operational efficiency and effectiveness
• Coordinate seamless E2E delivery across multiple locations and delivery teams
• Build strong customer relationships through trust, delivery excellence, and proactive communication
• Foster a culture of reactive, proactive, and predictive service management
• Develop risk mitigation strategies and ensure compliance with security, operational, and local policies

What We're Looking For

• Education & Experience:
  • BE/B.Tech (Telecommunication/Computer Science) or MBA
  • 10+ years in service operations, delivery management, and team leadership
• Mastery of Service Management frameworks (Incident, Problem, Change, Preventative Maintenance, Field Service)
• Advanced data analysis and metrics reporting expertise
• ISO/IEC 27k standards knowledge
• Strategic leadership with change management and stakeholder engagement excellence
• Data-driven, agile, innovation-focused approach
• Exceptional communication, analytical, and problem-solving skills
• High accountability, integrity, and customer orientation