Leads Ericsson Core and Cloud back-office network operations, managing teams, customer delivery, SLAs, KPIs, incidents, changes, budgets, workforce planning, automation, service optimization, compliance, and organizational development. The role owns secure and resilient service delivery, customer governance, escalations, operational performance, financial forecasting, and continuous improvement across managed services operations.
Join our Team
About this Opportunity:
We are seeking an experienced Back Office Manager to lead Core and Cloud domain operations within Ericsson Managed Services. You will develop a high-performing team and deliver secure, resilient, high-quality network operations in line with customer commitments. Working with customers and internal stakeholders, you will improve service performance through strong operational leadership, automation and continuous optimization.
What you will do
You will bring
About this Opportunity:
We are seeking an experienced Back Office Manager to lead Core and Cloud domain operations within Ericsson Managed Services. You will develop a high-performing team and deliver secure, resilient, high-quality network operations in line with customer commitments. Working with customers and internal stakeholders, you will improve service performance through strong operational leadership, automation and continuous optimization.
What you will do
- Lead and develop a diverse Core and Cloud operations team. Set clear objectives, coach employees, manage performance and talent, support career development and upskilling, and plan succession.
- Coordinate back-office network operations across the Core and Cloud domains, ensuring secure, resilient and error-free service delivery through Ericsson Operations Engine and applicable EOE processes.
- Own delivery against Working Level Agreements (WLAs), Service Level Agreements (SLAs) and KPI targets. Use performance data to identify gaps, take corrective action and improve quality, timelines and customer outcomes.
- Build trusted customer relationships, participate in customer and MSCLT governance, align cross-functional stakeholders, support sales and transition handovers, and manage quality and delivery escalations.
- Drive Service Delivery Efficiency through automation-first ways of working, Federated Automation, data analytics and innovation to simplify operations, continuously improve service and optimize delivery cost.
- Oversee incident, problem and change management in the Unit, ensuring appropriate coordination, risk controls, communication and follow-up learning to protect service continuity.
- Optimize resources and capability to meet business needs. Plan recruitment and development, address performance barriers, and lead organizational changes or restructuring when required.
- Manage Unit financials and forecasts, prioritize and balance sub-unit budgets, optimize budget utilization, and approve and track team time booking.
- Implement relevant EGMS requirements and global processes, methods and tools. Promote Ericsson values, ethics and compliance, and ensure appropriate security, data privacy and access management.
- Drive OHS/EHS awareness and compliance, environmental responsibility and a secure, healthy working environment, supporting Target Zero and employee well-being.
You will bring
- A degree in Engineering, preferably Telecommunications, Computer Science, or equivalent.
- 10+ years of total professional experience, including experience managing operations and leading teams, preferably with formal line-management responsibility.
- Strong understanding of Core and Cloud telecom operations, managed services delivery, service and customer segmentation, and the operational needs of these domains.
- Demonstrated ability to lead heterogeneous teams and to develop capability through performance management, coaching and motivation.
- Knowledge of service delivery governance, WLA/SLA management, ITIL and EOE processes, and transition from sales to delivery and handover.
- Understanding of the MSN financial model, with experience in financial forecasting, budget management and workforce optimization.
- Ability to manage multiple stakeholder priorities, customer expectations and escalations, and to build effective internal and external relationships.
- A data-driven, agile, automation-first, value-focused and innovative approach, with strong problem-solving and results orientation, accountability, integrity, and knowledge of Ericsson policies, directives and guidelines.
- Leadership certification (L1 assessment) is required.
Similar Jobs at Ericsson
Cloud • Information Technology • Internet of Things • Machine Learning • Software • Cybersecurity • Infrastructure as a Service (IaaS)
Leads secure, scalable AWS architecture for multi-tenant SaaS and AI/ML platforms. Responsibilities include cloud security design, DevSecOps, IAM, networking, encryption, compliance, vulnerability management, Kubernetes operations, MLOps security, infrastructure as code, performance tuning, mentoring, and cross-functional alignment. The role also supports cloud-native application delivery, data governance, threat modeling, and continuous improvement across production environments.
Top Skills:
Amazon Api GatewayAmazon AthenaAmazon AuroraAmazon CognitoAmazon DynamodbAmazon EcsAmazon EksAmazon EventbridgeAmazon RedshiftAmazon SagemakerAmazon SnsAmazon SqsSparkArgo CdAWSAws App RunnerAws EncryptionAws FargateCi/CdCis BenchmarksCloudtrailDaskDnsDockerDockerFirewallsFluxGdprGitopsGuarddutyHipaaIamIso 27001KubernetesLinuxLoad BalancersNistOwaspPci-DssSecurity GroupsSoc 2TerraformVpcVpns
Cloud • Information Technology • Internet of Things • Machine Learning • Software • Cybersecurity • Infrastructure as a Service (IaaS)
Designs, analyzes, optimizes, and resolves complex telecom network issues across RAN, transport, core, operations, and service networks. Supports pre-sales, customer engagements, service delivery, and network acceptance through technical discussions, solution reviews, and detailed network assessments. Leads innovation projects, develops quality project deliverables, contributes automation and data analytics expertise, and manages technical, financial, and EHS responsibilities.
Top Skills:
Core NetworksData AnalyticsNetwork AutomationNetwork Design And OptimizationOperations And Maintenance NetworksRanService NetworksTelecom NetworksTransport Networks
Cloud • Information Technology • Internet of Things • Machine Learning • Software • Cybersecurity • Infrastructure as a Service (IaaS)
Leads end-to-end telecom field operations for a customer contract, including planning, dispatch, resourcing, KPI performance, safety, customer governance, service recovery, and authorized service provider management. The role ensures reliable, cost-conscious delivery, drives corrective actions and continual improvement, manages escalations, and coordinates distributed teams and stakeholders to meet contractual commitments.
Top Skills:
Dispatch And Capacity ManagementField Operations ManagementOccupational Health And Safety (Ohs)Operational Reporting And Performance AnalyticsTelecommunications
What you need to know about the London Tech Scene
London isn't just a hub for established businesses; it's also a nursery for innovation. Boasting one of the most recognized fintech ecosystems in Europe, attracting billions in investments each year, London's success has made it a go-to destination for startups looking to make their mark. Top U.K. companies like Hoptin, Moneybox and Marshmallow have already made the city their base — yet fintech is just the beginning. From healthtech to renewable energy to cybersecurity and beyond, the city's startups are breaking new ground across a range of industries.
