Head of Transition and Transformation

## Join our Team

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
• Key Competencies:
• 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

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 Improvement Lead

Job Stage: Job Stage 7

Primary Recruiter: Carolyn Larsen

Hiring Manager: Brad Adrian