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.
What you will do:
- Lead end-to-end service transition and transformation activities for new and transformed services into live operations
- Establish and govern service transition frameworks, operational readiness criteria, and service acceptance processes
- Act as primary interface for customers and stakeholders, ensuring alignment of expectations, milestones, and delivery outcomes
- Drive continual service improvement initiatives focusing on service quality, operational efficiency, and customer experience
- Ensure service performance is measured and reported against contractual commitments, SLAs, and business objectives
- Lead root cause analysis, lessons learned, and improvement programmes from incidents and customer feedback
- Coordinate cross-functional teams to achieve transition and improvement objectives
- Gain customer acceptance of transitioned services and negotiate remediation plans where required
- Champion process standardization, governance, and best practices across internal and customer teams
- Support strategic transformation initiatives that enhance delivery resilience and business performance
The skills you bring:
- Experience:
- Proven leadership in Service Transition, Managed Services Operations, or Operational Transformation
- 10+ years in mobile telecommunications operations, NOC, and service assurance environments
- Service transition governance and operational readiness management
- Continuous Service Improvement (CSI) and operational excellence methodologies
- Incident, change, problem, and service acceptance management
- Service performance management and customer reporting
- Process optimization and automation expertise
- Outstanding stakeholder management and communication skills
- Strategic thinking with customer-focused, results-driven approach
- Strong problem-solving and influencing capabilities
Head of Transition and Transformation employer: Ericsson
As the Head of Service Management, you'll thrive in a dynamic environment that champions operational excellence and continuous improvement. Our culture prioritises collaboration and innovation, offering you the chance to lead and mentor teams while driving impactful service delivery across multiple locations. With a commitment to employee growth and a focus on strategic leadership, we provide a rewarding workplace where your expertise will be valued and your career can flourish.
