Head of Managed Services Business Operations

Grow with us
About this opportunity
The Head of Business Operations is a senior leadership role, part of the Market Area Managed services (MS) Leadership Team, responsible for leading the MS Business Operations team across India, South-East Asia and Oceania. The role designs, leads and continuously transforms the operating model that underpins MS business performance, ensuring that processes, governance, tools and data effectively support strategic objectives, profitable growth, high quality delivery and a strong culture of Target Zero, Occupational Health and Safety (OHS), compliance and ethical conduct.
What you will do

• Design, lead and continuously improve the MS operating model, aligning it with Ericsson business processes and global delivery blueprints.
• Develop, drive and track Target Zero and OHS programs, embedding (Ericsson Group Management System) EGMS, OHS and Code of Business Ethics requirements into MS governance and ways of working.
• Own and develop MS unit strategy, three-year financial plans and quarterly forecasts, securing robust planning, accurate forecasting and ambitious but realistic growth plans.
• Coordinate MS workforce planning and capacity management across internal teams and ARP suppliers, ensuring alignment with unit financial plans and securing interlock with People, Finance and Business Area stakeholders.
• Implement deal level governance for all key MS contracts, KPI/OKR and performance-management frameworks, to monitor financial, delivery, customer and people KPIs and drive root-cause analysis and improvement actions.
• Ensure strong operational risk management, business continuity and regulatory compliance through dedicated risk and control frameworks across MS operations.
• Act as the operational focal point for Finance, People, Strategy, Communications and other support functions, enabling effective collaboration between delivery, sales, commercial and support teams, and supporting service sales with delivery, capacity and cost insights.
• Drive customer satisfaction through structured insight collection and continuous improvement, embedding a customer-first mindset in operating models and governance.
• Lead MS transformation, automation and standardization initiatives, using datadriven decision-making to improve efficiency, quality and business outcomes.
• Lead and develop the Business Operations team, including succession planning, competence development and engagement, and foster a culture of transparency, continuous improvement, speak-up, diversity & inclusion and accountability.

The skills you bring

• Strong analytical and problem-solving skills; highly comfortable with data, KPIs, OKRs and performance metrics.
• Excellent stakeholder management and influencing skills at senior levels, with strong communication and collaboration across delivery, sales, commercial and
  support functions.
• Deep understanding of Ericsson business processes and service delivery business processes, and ability to translate enterprise frameworks into clear operating plans
  and governance structures.
• Proven competence in resource, capacity and competence management and in governance of operational performance and financial structures for Service Delivery.
• Strong financial acumen (P&L, budgeting, forecasting, cost management) and experience driving operational excellence and business performance in complex operations.
• Experience leading transformation, automation, digitalization and standardization initiatives, with a data-driven and customer-centric mindset.
• Robust employee performance-management capability and leadership behaviours aligned with the Ericsson Leadership Framework: creating clarity, developing
  people and delivering results.

To be successful in this role, you must have

• Bachelor's or Master's degree in Business, Finance, Engineering or a related field.
• At least 10 years of experience in Managed Services, business operations, strategy, consulting or program management, including several years in senior leadership
  roles in telecommunications operations or service delivery.
• Proven track record of leading cross-functional initiatives in complex, matrixed, multinational teams, improving operational performance and financial and operational metrics.
• Demonstrated experience leading transformational change in business environments with complex operating models

All academic credentials must be from recognized and accredited institutions and are further subject to verification.
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: India (IN) || Gurgaon
Req ID: 788874