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About the Role
The Head of Business Operations is a senior leadership role responsible for leading the Managed Services (MS) Business Operations team across India, South-East Asia, and Oceania. This role designs, leads, and transforms the operating model to support strategic objectives, profitable growth, high-quality delivery, and a strong culture of Target Zero, Occupational Health and Safety (OHS), compliance, and ethical conduct.
Responsibilities
- Design, lead, and continuously improve the MS operating model, aligning it with Ericsson business processes and global delivery blueprints.
- Develop, drive, and track Target Zero and OHS programs, embedding EGMS, OHS, and Code of Business Ethics requirements into MS governance and ways of working.
- Own and develop MS unit strategy, three-year financial plans, and quarterly forecasts.
- Coordinate MS workforce planning and capacity management across internal teams and ARP suppliers.
- Implement deal-level governance for all key MS contracts, KPI/OKR, and performance-management frameworks.
- Ensure strong operational risk management, business continuity, and regulatory compliance.
- Act as the operational focal point for Finance, People, Strategy, Communications, and other support functions.
- Drive customer satisfaction through structured insight collection and continuous improvement.
- Lead MS transformation, automation, and standardization initiatives.
- Lead and develop the Business Operations team, fostering a culture of transparency, continuous improvement, speak-up, diversity & inclusion, and accountability.
Requirements
- Bachelor's or Master's degree in Business, Finance, Engineering, or a related field.
- At least 10 years of experience in Managed Services, business operations, strategy, consulting, or program management.
- Several years in senior leadership roles in telecommunications operations or service delivery.
- Proven track record of leading cross-functional initiatives in complex, matrixed, multinational teams.
- Demonstrated experience leading transformational change in business environments with complex operating models.
- All academic credentials must be from recognized and accredited institutions and are subject to verification.
Skills
- Strong analytical and problem-solving skills.
- Comfortable with data, KPIs, OKRs, and performance metrics.
- Excellent stakeholder management and influencing skills at senior levels.
- Strong communication and collaboration skills.
- Deep understanding of Ericsson business processes and service delivery business processes.
- Ability to translate enterprise frameworks into clear operating plans and governance structures.
- Proven competence in resource, capacity, and competence management.
- Experience in governance of operational performance and financial structures for Service Delivery.
- Strong financial acumen (P&L, budgeting, forecasting, cost management).
- Experience driving operational excellence and business performance in complex operations.
- Experience leading transformation, automation, digitalization, and standardization initiatives.
- Data-driven and customer-centric mindset.
- Robust employee performance-management capability.
- Leadership behaviors aligned with the Ericsson Leadership Framework.
Location
- India || Gurgaon
Work Type
- Full-time
Experience Level
- Senior leadership roles
- At least 10 years of experience
Education Level
- Bachelor's or Master's degree
About the Company
- At Ericsson, you’ll have an outstanding opportunity to use your skills and imagination to push the boundaries of what’s possible and build solutions never seen before.
- You’ll be challenged, but you won’t be alone. You’ll be joining a team of diverse innovators, all driven to go beyond the status quo to craft what comes next.
Equal Opportunity
- 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.