Summary
Ericsson is hiring a Field Operations Manager in Muscat to oversee the operational and financial performance of managed services accounts. The role leads cross-functional delivery teams, monitors service levels and performance, manages contract costs, and coordinates service providers and customer relationships. It also covers operational governance, risk and escalation management, service transitions, compliance, and continuous improvement. Candidates should have experience in managed services, service delivery, field operations, vendor management, and EHS compliance.
The posting
As published on ericsson.com. Pulled from the employer's site and shown as they wrote it.
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About this opportunity:
We are looking for a Managed Service Delivery Manager (MSDM) to take accountability for the operational and financial performance of assigned managed services accounts.
In this role, you will lead cross-functional delivery teams to meet contractual commitments and agreed service levels while driving customer satisfaction, operational efficiency, and continuous improvement. You will work closely with customers, internal teams, and service providers to ensure high-quality, cost-effective, and compliant service delivery.
What you will do:
- Own end-to-end service delivery against contractual commitments, including agreed SLAs and WLAs.
- Monitor operational performance and report results to customer and internal stakeholders.
- Manage contract costs against plan and take corrective action to protect service quality and financial performance.
- Coordinate cross-functional and distributed delivery teams, aligning resources, capacity, and competencies with service requirements.
- Lead operational governance and proactively manage risks, issues, and escalations.
- Ensure delivery complies with customer requirements, contracts, processes, tools, standards, and applicable regulations.
- Plan and manage service transitions, handovers, and changes, ensuring operational readiness.
- Drive operational excellence through continuous improvement, automation, and corrective actions.
- Build strong relationships with customers, internal stakeholders, delivery teams, and service providers.
- Ensure compliance with health and safety, environmental, legal, and other applicable requirements.
The skills you bring:
- Proven experience in managed services, service delivery, field operations, operations management, vendor management, and EHS compliance.
- Experience managing customer-facing service commitments, operational performance, service providers, and contract financials.
- Strong understanding of service-level governance, SLAs/WLAs, operational processes, and performance management.
- Ability to lead distributed, cross-functional teams and coordinate resources across organizational boundaries.
- Strong customer and stakeholder management, communication, and relationship-building skills.
- Good financial and commercial awareness, including cost and budget management.
- Strong problem-solving, risk management, and decision-making capabilities.
- A continuous improvement mindset with the ability to identify performance gaps and drive corrective actions.
- Experience with automation and service-efficiency initiatives is an advantage.
Why join Ericsson?At Ericsson, you´ll have an outstanding opportunity. The chance to use your skills and imagination to push the boundaries of what´s possible. To build solutions never seen before to some of the world’s toughest problems. You´ll be challenged, but you won’t be alone. You´ll be joining a team of diverse innovators, all driven to go beyond the status quo to craft what comes next.
What happens once you apply?Click Here to find all you need to know about what our typical hiring process looks like.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: Oman (OM) || Muscat
Req ID: 791823