Head of Service Management

Ericsson GmbH; Sydney; On-site; AUD 180,000 - 240,000; Full time

Job summary

Ericsson seeks a Head of Service Operations to own end-to-end service visibility, reporting, and execution, reporting to the Head of Operational Assurance. You will lead NOC and Service Management teams, drive proactive delivery across multiple locations, and ensure operational excellence with strong stakeholder engagement.

In this role, you will develop risk mitigation strategies, improve reporting, and provide strategic insights during escalations, while fostering a culture of accountability

Qualifications

• 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).
• Data-driven, agile, innovation-focused leadership with strong stakeholder engagement.

Responsibilities

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

Skills

Incident management

Problem management

Change management

Preventative maintenance

Field service

Data analysis

Metrics reporting

Strategic leadership

Stakeholder engagement

Communication skills

Analytical skills

Customer orientation

Education

BE/B.Tech or MBA

Job description

Join our Capability Transition team 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
• Key Competencies:
  • 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

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: Australia (AU) || Sydney