Director of Customer Operations — Cloud Delivery Leader

Ericsson; Toronto; On-site; CAD 144,000 - 189,000; Full time

Benefits offered by this job

Health benefits

Pension plan

Vacation and leave

Stock Purchase Plan

Job summary

Ericsson Canada Inc. is seeking a Director of Customer Operations to lead end-to-end operational excellence across Cloud Software & Services engagements in Canada.

The role reports to the Head of Operations CSS Canada and drives customer delivery performance, governance, profitability and cross-functional execution. You will partner with Customer Units, Sales, Delivery, PMO, Product and Business Operations to translate strategy into execution and drive predictable outcomes for CSS.

Qualifications

• Director-level experience leading customer operations, service delivery, or large-scale programs.
• Proven track record in financial performance and cross-functional stakeholders.
• Strong experience with governance, KPI-driven execution, and performance management.

Responsibilities

• Own end-to-end customer delivery across CSS engagements, meeting SLAs and outcomes.
• Drive governance, escalation management, risk mitigation, and customer satisfaction.
• Serve as senior operational interface for key customer engagements with account leadership.
• Lead steering meetings, report progress, and track issues and escalations.
• Establish operating rhythms, governance forums, and performance reviews.
• Monitor KPIs including delivery health, margin, forecast accuracy, and cost control.
• Identify trends and drive corrective actions across portfolios and teams.
• Collaborate with Finance and Business Operations for resource planning and forecasting.
• Balance quality, speed, and financial outcomes in delivering services.
• Support annual planning, quarterly forecasting, and monthly reviews.

Skills

Director-level experience

Operational governance

KPI-driven execution

Financial performance management

Cross-functional collaboration

Executive communication

Job description

Ericsson Canada Inc. is seeking a Director of Customer Operations to lead end-to-end operational excellence across Cloud Software & Services engagements in Canada.

The role reports to the Head of Operations CSS Canada and drives customer delivery performance, governance, profitability and cross-functional execution. You will partner with Customer Units, Sales, Delivery, PMO, Product and Business Operations to translate strategy into execution and drive predictable outcomes for CSS.