Service Operation Manager

Grow with us

About this opportunity:

Are you passionate to use the latest networking & cloud technologies to drive and improve productivity and efficiency? Do you thrive in a fast-paced and dynamic environment that includes multitasking? If the answer to these questions is yes, we should talk!

We are seeking an experienced Delivery Operation Manager to join our Global Monitoring Team, part of Service Area Networks (SAN) Lab Operations. Our scope is to provide a reliable infrastructure service delivery in global standardized Information & Communication Technology (ICT) environments based on both hardware and software-based design the aim is to deliver a stable and cost-effective environment to different R&D units within Ericsson.

Part of our exciting journey ahead, we're seeking a new colleague to reinforce our Monitoring team’s capabilities in area of Checkmk and COS DevOps, with focus on Development and delivery processes. You will work in close collaboration with all architects and DevOps engineers with strive to provide our DevOps teams and the operations community with robust, scalable and protocol compliant deliveries.

Are you our next colleague?

What you will do:

In this role, you will join our group of skilled and multi-functional teams. In addition, you will have the opportunity to:

Managing monitoring service delivery:

•    The service operation manager is responsible for monitoring the service performance, working with the team towards the resolution of issues or disruptions, and making improvements to enhance service delivery

•    Ensures the efficient and effective delivery of services in alignment with stakeholder expectations, while meeting service level agreements (SLAs).

•    Presenting the service performance in appropriate forums and meetings.

•    Manage the delivery of services to clients, ensuring quality, timeliness, and budget adherence.

•    Lead and motivate service delivery teams, providing guidance, training, and performance feedback.

•    Build and maintain strong client relationships, ensuring satisfaction and loyalty.

•    Continuously assess and improve service delivery processes, implementing best practices.

•    Identify and mitigate risks associated with service delivery.

•    Manage service delivery budgets, ensuring cost-effectiveness.

•    Collaborate with stakeholders, including clients, team members, and senior management.

•    Implement quality assurance processes, ensuring services meet industry standards.

•    Contribute to business development initiatives, identifying new opportunities.

•    Track key performance indicators (KPIs), providing regular reports to stakeholders. 

Incident and problem management: 

•    The service operation manager is responsible for addressing and ensuring resolutions of incidents and problems during service delivery, coordinating with technical teams to minimize impact on stakeholder.

•    Adheres to security guidelines, addressing detected vulnerabilities, and raising exemption requests when necessary to prevent service disruptions.

•    Manages the renewal of required certificates for secure communication within the service environment.

Change management:

•    The service operation manager is involved in smoothly implementing changes to services and infrastructure, ensuring minimal disruption to service delivery, including the patching process.

•    Manages the forecasting, ordering, and installation of hardware and software required for the monitoring service.

Escalation path:

•    The service operation manager serves as the primary contact for stakeholder support requests after team involvement and participates in vendor discussions related to investigations, open support cases, and license agreements.

Continuous improvements:

•    Manages the life cycle of the hardware and software park.

•    Identifies opportunities to improve service delivery, processes, and systems through performance analysis, stakeholder feedback, and implementation of changes to enhance service quality and efficiency.

You will bring 

Your personal qualities are important for us, and we believe you are curious, innovative and adapt quickly to change. We are looking for people with passion and experience in network operations and/or network security operations, as well as in systems engineering in any part of the Information & Communications Technology domain. Since, we believe you have several years of experience, you know how it is to work in teams, collaborate and share knowledge with other to find solutions and reach result.

In addition, we believe you have:

•    University degree in a related technical field or the equivalent level of knowledge.

•    Competence in monitoring solutions such as CheckMK and observability tools

•    Strong grasp of Open Source technologies

•    Familiarity with cloud and virtualization technologies, including OpenStack, VMWare, and Kubernetes

•    Understanding of security aspects for the service delivery

•    Proficiency in object-oriented programming languages like C/C++, PowerShell, Ansible, and Python

•    Experience with CICD workflows and setups

•    Ability to engage into technical discussions as needed and be able to simplify and connect with the project members and the partners at various levels

•    Ability to lead and guide the project in making key technical decisions

•    Understanding of requirement engineering concepts of Network and Security.

•    Understanding of development practices such as Python; REST API's and JSON; Perl; GIT/Gerrit and GitLab.

•    Understanding of cloud technologies such as: Openstack, VMWare, Kubernetes.

•    Experience in lean and agile ways of working and its implementation in large organizations.

•    Experience with security policies and rules

•    Understanding of Ericsson's global network infrastructure and experience with Service Architecture Design are considered a merit.

•    People leadership experience such as team leader and/or scrum master is a merit.

•    Excellent communication and presentation skills in English.

•    Leadership and interpersonal skills for managing teams

Why join Ericsson?

At Ericsson, you´ll have an outstanding opportunity. The chance to use your skills and imagination to push the boundaries of what´s possible. To build solutions never seen before to some of the world’s toughest problems. 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.

What happens once you apply?

Click Here to find all you need to know about what our typical hiring process looks like.

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: Sweden (SE) || Stockholm

Req ID: 755842