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 operationsEstablish and govern service transition frameworks, operational readiness criteria, and service acceptance processesAct as primary interface for customers and stakeholders, ensuring alignment of expectations, milestones, and delivery outcomesDrive continual service improvement initiatives focusing on service quality, operational efficiency, and customer experienceEnsure service performance is measured and reported against contractual commitments, SLAs, and business objectivesLead root cause analysis, lessons learned, and improvement programmes from incidents and customer feedbackCoordinate cross-functional teams to achieve transition and improvement objectivesGain customer acceptance of transitioned services and negotiate remediation plans where requiredChampion process standardization, governance, and best practices across internal and customer teamsSupport 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 Transformation10+ years in mobile telecommunications operations, NOC, and service assurance environmentsKey Competencies:Service transition governance and operational readiness managementContinuous Service Improvement (CSI) and operational excellence methodologiesIncident, change, problem, and service acceptance managementService performance management and customer reportingProcess optimization and automation expertiseOutstanding stakeholder management and communication skillsStrategic thinking with customer-focused, results-driven approachStrong 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