Head of Service Operations & Delivery Excellence

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

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.