Customer Operations Manager

Grow with us
The Market Area Europe Middle East and Africa (EMEA)represents a world of opportunities for us at Ericsson. The rich diversity of cultures and our strong commitment to diversity and inclusion are just a couple of our unique strengths. MA EMEA is at the forefront of 5G technology and is a trailblazer in innovation, with our Networks organization playing a crucial role in thought leadership and value argumentation in this dynamic market area, where the pace of change is rapid and business realities vary across the more than 100 countries where we operate.
The Customer Operations Manager (COM) is responsible for the end to end commercial and operational contractual deliveries are fulfilled towards one customer account. The role is responsible for ensuring operational performance towards the account according to agreed targets. This position is an end to end role responsible for a contract for a p rimary UK CSP account. The role shall ensure that the portfolio is managed and that projects within that portfolio are progressing according to schedule
What will you do:
We are looking for a Customer Operations Manager (COM) for UK and Ireland for a primary UK CSP and who will report to the Head of Networks UK and I.
This role is data and value driven to:

• Ensuring that all contractual and operational deliveries are fulfilled towards the customer throughout the full life cycle of the commercial engagement to agreed performance levels.
• Perform the Contract Fulfillment Responsible (CFR) role as part of the Core 3 engagement.
• Deliver to, or exceed, the financial business case for the contract
• Participate in project steering groups relevant to their commercial engagements.

is responsible for compliance to:

• Group directives.
• Legal & financial directives
• Global and local environmental and occupational health & safety
• Data security & privacy
• Relevant approved processes & tools.

Key responsibilities:

• Act as a key coordination point between customer stakeholders, partner engagements and internal teams (commercial, operational, financial)
• Enable effective collaboration by providing clarity and structureamong multiple stakeholders for all activities related to their customer in the commercial and operational environment, support senior leaders by ensuring the right level of risk management and focus on contractual deliveries to that customer.
• Own and maintain financial forecasts, operational delivery and margin oversight as a steering group member to secure financial performance to contracts with a focus on cash flow and margin
• Chair and anchor governance and review forums, setting structure, agenda, and follow-through - convert discussions into clear action plans and owners.
• Actively contributes to commercial strategy execution, and improvement of processes, methods, and tools by creating and driving new requirements through the product life cycle management process.
• Manage and mentor large project teams and the associated risk and performance against requirements in a complex environment.
• Lead fulfillment excellence, secure firm execution against financial and operational targets.
• Align Ericsson's offering with MA EMEA's and customer's technology and business requirements to drive a best-in-class customer experience, ensuring profitable growth and shareholder value.
• Foster effective collaboration between commercial, pre-sales, sourcing, and service delivery teams to identify customer needs and translate them into relevant techno-commercial value propositions.
• Maximize our sales opportunities in areas that generate profitable business and scale for Ericsson by providing EMEA market, business, and customer insights to secure competitive and relevant Business Area (BA) offerings.
• Maintain strong and well trusted relationships with external (customers) and internal key stakeholders.
• Partner with the Head of Sales account team to facilitate and support strategic customer dialogues on execution and improvement topics spanning pre-sales, products, delivery, support, and operations, aiming to nurture upsell opportunities and establish a trusted advisory partner position.
• Ensure the effective implementation of the environment and occupational health and safety (EHS) strategy for a primary CSP, including fulfillment of legal local requirements.
• Uphold high standards of ethics, compliance, and integrity within the organization by consistently integrating ethical considerations into every action, guided by the principles of purpose, principle, and perception (the 3 P's).
• The role, with the insight of the ongoing portfolio, is key to ensure communication to the Head of Sales and Service Delivery organizations for specific progress and escalation support as well as towards engagement practices for providing input into opportunities towards the customer. Relevant information should also be used towards the supply team.

You will bring:

• Effective leadership in matrix environment with large geographical spread
• Strong Service Delivery business understanding and experience of working under pressure and during ambiguity
• Experience in managing and being accountable for the value and benefit delivery of a defined program based on compliance to relevant regulations and laws with an ethical guiding principle.
• Adept in financial management and analytical disciplines
• Technical expertise in telecommunications technologies, planning tools, and systems with a continuous learning mindset to stay current and adaptable with technological and legislation advances.
• Utilise and drive the adoption of AI in end to end delivery.
• Leadership experience in crisis management linked to business continuity.
• Trusted and calm leadership style underpinned by effective customer relationship management.
• Consultative selling skills, fluent across engagement models - techno-commercial product engagement, services engagement.
• System-level thinking across commercial and operational domains
• Ericsson networks portfolio knowledge across both services and products.
• Health & safety operational processes, relevant legal requirements.
• Market insights
• Coaching and mentoring
• Presentation, communication, and influence skills.
• Native level or high level of both written and spoken English

Experiences

• The COM isexpected to have 5+ years of experience in a leadership role, preferably from Service Delivery and/or Operations.
• The COM role is expected to have a background in delivery towards customers such as Project Management deliveries, Managed Services deliveries, or Customer Support activities.
• 5+ years' experience as Service Delivery, Head of Sales or pre-sales and/or techno commercial experience
• 10 years of experience from Telecommunication network industry
• Strong personal track record and experience of sales and C-level engagements in networks domain
• It is highly desirable for the candidate to hold an Engineering Degree complemented with a Master Degree in Business Management
• Recommended to hold a valid PGMP or MSP certification

What happens once you apply? Click Here to find all you need to know about what our typical hiring process looks like.We encourage you to consider applying to jobs where you might not meet all the criteria. We recognize that we all have transferrable skills, and we can support you with the skills that you need to develop.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 Kingdom (GB) || Reading
Job details: Customer Operations Manager
Job Stage: Job Stage 8
Primary Recruiter: Sarah Naylor-Scott
Hiring Manager: Simon Nowacki