Customer Operations Manager

2 weeks ago

Riyadh, Ar Riyāḑ, Saudi Arabia Ericsson Full time

Join our Team:

About this opportunity
The Customer Operations Manager (COM) ensures that all contractual deliveries are fulfilled towards one customer account. The role is responsible for ensuring end to end operational performance towards the account according to agreed targets. The role is acting on behalf of Network and Digital Services.

The role shall ensure that the portfolio is managed and that projects within that portfolio are progressing according to schedule.


What you will do

  • Lead all aspects of the complete delivery portfolio including Radio and Transmission Rollout, Core, IN and IT projects
  • Handle customer and stakeholder engagement
  • Ensure all programs and Projects within the assigned accounts have accurate financial establishment, planning & reporting and are run according to Ericsson established procedures and processes, including all trade and SOX compliance requirements.
  • Provide Competence domains with required inputs for the competence development and resources dimensioning
  • Appoint and lead Program Managers and Project Managers, as required, to secure customer contract fulfilment in the most cost effective, efficient way possible.
  • Gather best practices and reuse takeaways within the account and region.
  • Build a personal customer relationship that fosters trust and confidence.
  • Direct project fulfilment decision making actions within the scope of the signed contracts.
  • Authority to recruit Program & Project Managers into the account operations within the limits of the budgets set at TG
  • To initiate and implement program and project off track initiatives to return projects to plan status
  • Independently manage account operations in the assigned account in consultation with the Key Account Manager.
  • Approve upon delegation from the KAM project documents and project tollgates.
  • Approve all project POs and expenses within the set authority limit in the country and the TG2 budgets
  • Together with the KAM take prioritization decisions within the account

You will bring:

  • 8 years or more solid experience from Program Management or relevant operations delivery role
  • Domain-Experience: Mobile Deployment & Supply, Customer Support and IT Transformation
  • Ability to work effectively in lead multicultural and crossfunctional teams
  • Strong cultural awareness and excellent language skills to enable communication throughout the organization
  • Strong intercommunication skills
  • Thought leadership and commercial understanding as needed to identify short
- and long-term business priorities for specific account.

  • Able to work independently as well as in a team

Additional Requirement:

  • The holder of the COM role is encouraged to have a background in delivery towards customers such as Project/Program Management deliveries, Digital Services deliveries, or Network Rollout activities.
  • The COM is also expected to have several years of experience from a leadership role, preferably from the area of Service Delivery and/or Operations
  • Leadership Competence, Financial Skill and Analysis
  • Business understanding and Customer Relationship Handling
  • Negotiation and argumentation
  • Project & Program Management
  • Coaching & Mentoring

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.

Primary country and city:
Saudi Arabia (SA) || Riyadh

Job details:
Customer Operations Manager

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