Join our Team

We are seeking an experienced Operations Assurance Manager to join our Capability Transition team and drive operational excellence for strategic customer accounts. You will own the financial, operational, and delivery performance of operations assurance within deals, acting as the trusted single point of contact for all operational matters. This role combines hands-on incident management with strategic oversight of SLA/OLA performance, requiring both technical depth and strong leadership capabilities.

What you will do:

- Delivery Management: Manage end-to-end operations delivery performance against SLA targets; ensure delivery organizations meet contracted commitments and provide comprehensive performance reporting
- Customer Leadership: Serve as primary escalation point and main interface for critical incidents, driving resolution and maintaining customer satisfaction
- Performance & Compliance: Monitor and report on operational KPIs; negotiate penalties or solutions when service gaps occur; manage WLA/OLA adherence
- Problem Resolution: Lead problem management activities across delivery units; conduct regular customer reporting meetings and provide transparent status updates
- Proactive Planning: Plan preventative maintenance aligned with customer requirements; minimize service disruptions and manage associated approvals
- Continuous Improvement: Drive service delivery efficiency and process improvements; mentor both Ericsson and customer staff to elevate operational capabilities
- Strategic Support: Support Transition, Transformation, and organizational change initiatives





What you will bring

- 10+ years as a Service Delivery Manager, Operations Services Manager, or equivalent role
- Proven expertise in NOC operations, back office operations, and managed services environments
- Robust competency in incident, change, and problem management (ITIL preferred)
- Track record of managing high-value customer relationships and expectations
- Excellent communication, presentation, and stakeholder management skills
- Ability to work cross-functionally and drive results in matrix environments
- Customer-first mindset with focus on service excellence and continuous improvement

What happens once you apply?Click Here to find all you need to know about what our typical hiring process looks like.We encourage you to consider applying to jobs where you might not meet all the criteria. We recognize that we all have transferrable skills, and we can support you with the skills that you need to develop.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: Australia (AU) || Sydney

Job details: Service Owner

Job Stage: Job Stage 8

Primary Recruiter: Sushmita Centeno

Hiring Manager: Brad Adrian

📌 Head of Operations Assurance (North Ryde)
🏢 Ericsson
📍 North Ryde