Operations Centre Manager

Grow with us
As an Operations Centre Manager, you will play a key role in our service delivery organisation, ensuring that network and service performance are maintained at the highest possible levels. You will lead the real-time management of major incidents, coordinate stakeholders across Ericsson and our customers, and drive actions that protect and improve service performance.
While on shift, you are the senior escalation point within Network & Service Operations for internal service delivery functions, stakeholders, external customers and suppliers, providing clear leadership and direction during high-impact events.
Join our Team
You will be part of a highly skilled operations team, working in a complex, customer led environment where reliability, collaboration and continuous improvement are central. This role is ideal for someone who enjoys owning outcomes end to end and influencing decisions across multiple organisations.
What you will do

• Lead the end to end management of P0P1 and other high visibility incidents, ensuring effective handling throughout the lifecycle and providing timely management updates to MSCLT and Ops LT.
• Act as the senior escalation point into internal organisations, service suppliers, third parties and customer organisations for real time incidents and delivery performance, ensuring appropriate support is secured and further escalations triggered when needed.
• Ensure that management actions required under the UK operating licence are completed on behalf of the customer within required timescales.
• Maintain a constant awareness of service delivery and network performance, ensuring SDU, FSO and relevant support organisations are taking the right actions to maintain and improve service levels.
• Plan and coordinate preparation for storm, heat and other events that pose significant risk to service, ensuring appropriate mitigation and response plans are in place.
• Make priority calls where workload clashes occur or where workarounds are needed to restore service, balancing risk and impact.
• Oversee risk assessment, preparation and awareness within the SDU for out of hours, service impacting changes on the customer network, ensuring key milestones for confirming service restoration are met.
• Develop and maintain dashboards and management information that provide clear insight into service and delivery performance for the Ops Manager and wider leadership.
• Provide a concise 12 hour management summary including key changes in availability, major incidents, blockers, delays, escalations, changes and the status of planning and expected execution for the next 12 hour period.
• Ensure any immediate health and safety risk or threat is managed correctly across SDU, FSO and third party organisations.
• Engage and participate in NEAT activation calls on behalf of the managed service.
• Issue and maintain internal notifications to key stakeholders through EIP in relation to significant risks and threats to service delivery.
• Own, develop and maintain process-related documents within the DSM remit, and support process owners for documents owned by SDU or other functions where required.
• Support Emergency Network Operations Centre as needed, carrying out roles defined within the crisis management plan.

Your skills and experience

• Experience working in a customer led environment, with strong ability to manage customer expectations and build maintain key relationships.
• Good understanding of modern communications networks and services.
• Proven ability to manage and lead service network performance within a complex support and delivery environment.
• Demonstrated experience in driving and owning service improvement and cost reduction.
• Ability to relay and share technical information to both technical and non technical audiences clearly and confidently.
• Good understanding of key ITIL principles - incident, problem, change.
• BTEC/HNC/HND in Electrical Engineering, Telecommunications Engineering, Computer Science, Computer Engineering or equivalent.

Personal attributes

• Excellent communication and relationship management skills, with the ability to lead and steer decision making processes.
• Strong and confident collaborator/leader of both formal and virtual teams, comfortable challenging ideas and conclusions to refine and improve outcomes.
• Naturally comfortable taking ownership, driving teams and activities end-to-end, deciding and initiating actions and holding people to account for delivery.
• Target-focused with exceptional planning and prioritisation skills.
• Enthusiastic and persistent when working towards challenging objectives, able to inspire motivation and drive in others.

Additional information
This role requires the post-holder to be security vetted and approved to SC level.
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: United Kingdom (GB) || Reading
Req ID: 787875