Customer Operations Manager

Job Description

Date: Apr 12, 2019

Ericsson Overview

Ericsson is a world-leading provider of telecommunications equipment and services to mobile and fixed network operators. Over 1,000 networks in more than 180 countries use Ericsson equipment, and more than 40 percent of the world's mobile traffic passes through Ericsson networks. Using innovation to empower people, business and society, we are working towards the Networked Society, in which everything that can benefit from a connection will have one. At Ericsson, we apply our innovation to market-based solutions that empower people and society to help shape a more sustainable world. 

We are truly a global company, working across borders in 175 countries, offering a diverse, performance-driven culture and an innovative and engaging environment where employees enhance their potential everyday. Our employees live our vision, core values and guiding principles. They share a passion to win and a high responsiveness to customer needs that in turn makes us a desirable partner to our clients. To ensure professional growth, Ericsson offers a stimulating work experience, continuous learning and growth opportunities that allow you to acquire the knowledge and skills necessary to reach your career goals. 


Customer Operations Manager

Job Summary

The Customer Operations Manager (COM) ensures that all contractual deliveries are fulfilled towards one customer account.

The role is responsible to secure that the quality and cost of the services delivered from the Local and the Global Services Organization in Ireland are in accordance to the expected levels agreed through WLA (Working Level Agreement).

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

COM should also ensure that the delivery units are working in completely alignment with Ericsson processes, using the official tools and properly following the governance models.

COM, interfacing up to C-Suite executive within our customers and internally within Ericsson, will act as a central point for escalation and management of issues that may arise from the delivery of the contracts.

Furthermore, the COM is responsible to initiate improvement plans should deviations be detected.

This role is also responsible for the service cost quotation in response to a specific sales opportunity or contract scope change as well as to issues any assignment CR (Change Requests).


Responsibilities & Tasks

Establish project plan baseline: define project scope, secure the necessary resources & plans & monitor all activities

Drive project execution: track project activities, monitor & handle changes, conflicts & escalations

Handle customer & stakeholder engagement: manage customer relationship, building confidence & trust, ensure project progress, arranging meetings & customer events

Manage project finance: ensure financial system monitoring

Maintain Periodic Formal Governance with Customer Unit Operations to ensure regular update of important activities, initiatives & WLA KPIs Status;

Initiate and drive improvement plans to correct operational or financial performance deviations towards a specific WLA

Develop the business: participate to contract preparation & pre-sales activities plus drive additional business growth

Contribute to the Network Services Build Strategy development and execution: simplify processes, methods & tools with innovative ideas and industry best practice

Responsible for securing 3PP adherence to the delivery requirements as reflect in the contract and to escalate deviations or improvement needs to the appropriate organization.


Preferred qualifications and experience requirements:

The holder of the COM role is expected to have a background in delivery towards customers such as managing execution of Radio Rollout programs, Project Management deliveries, Managed Services deliveries, and Customer Support 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.

The COM candidate shall have proven experiences in one or more of the following:

  • PMI certifications
  • Project Sales Process
  • Contract management
  • 3rd pp suppliers management experience
  • Manage complex financials


Core Competencies:

Leadership Competence

Financial Acumen and Analysis

Business understanding

Customer Relationship Handling

Negotiation and argumentation

Project & Program Management


Coaching & Mentoring



Ericsson provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, sexual orientation, marital status, pregnancy, parental status, national origin, ethnic background, age, disability, political opinion, social status, veteran status, union membership or genetics.

Ericsson complies with applicable country, state and all local laws governing nondiscrimination in employment in every location across the world in which the company has facilities. In addition, Ericsson supports the UN Guiding Principles for Business and Human Rights and the United Nations Global Compact.

This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, training and development.

Ericsson expressly prohibits any form of workplace harassment based on race, color, religion, sex, sexual orientation, marital status, pregnancy, parental status, national origin, ethnic background, age, disability, political opinion, social status, veteran status, union membership or genetic information.


Primary country and city: Ireland (IE) || || Dublin || Consulting&SysInt; IT; ProdMgt; R&D; SalesStratMkt&ComMgt; ServEng; SharedServ; Stud&YP; Supply&Log

Req ID: 275962