Job Description
Join our Capability Transition team as Head of Service Transition and Improvement, a key leadership position driving successful service transitions and continuous improvement. You'll ensure operational readiness, governance, and performance excellence while working closely with customers and operational teams to deliver transformational outcomes.
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What you will do:
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Lead end-to-end service transition and transformation activities for new and transformed services into live operations
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Establish and govern service transition frameworks, operational readiness criteria, and service acceptance processes
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Act as primary interface for customers and stakeholders, ensuring alignment of expectations, milestones, and delivery outcomes
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Drive continual service improvement initiatives focusing on service quality, operational efficiency, and customer experience
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Ensure service performance is measured and reported against contractual commitments, SLAs, and business objectives
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Lead root cause analysis, lessons learned, and improvement programmes from incidents and customer feedback
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Coordinate cross-functional teams to achieve transition and improvement objectives
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Gain customer acceptance of transitioned services and negotiate remediation plans where required
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Champion process standardization, governance, and best practices across internal and customer teams
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Support strategic transformation initiatives that enhance delivery resilience and business performance
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The skills you bring:
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Experience:n
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Proven leadership in Service Transition, Managed Services Operations, or Operational Transformation
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10+ years in mobile telecommunications operations, NOC, and service assurance environments
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Service transition governance and operational readiness management
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Continuous Service Improvement (CSI) and operational excellence methodologies
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Incident, change, problem, and service acceptance management
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Service performance management and customer reporting
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Process optimization and automation expertise
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Outstanding stakeholder management and communication skills
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Strategic thinking with customer-focused, results-driven approach
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Robust problem-solving and influencing capabilities
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📌 Head Of Transition And Transformation (Sydney)
🏢 Ericsson
📍 Sydney