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Back Office Manager
Cairo,Cairo,Egypt
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Job description
Company and benefits
Job ID
794079
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About this Opportunity:
We are seeking an experienced Back Office Manager to lead Core and Cloud domain operations within Ericsson Managed Services. You will develop a high-performing team and deliver secure, resilient, high-quality network operations in line with customer commitments. Working with customers and internal stakeholders, you will improve service performance through strong operational leadership, automation and continuous optimization.
What you will do
- Lead and develop a diverse Core and Cloud operations team. Set clear objectives, coach employees, manage performance and talent, support career development and upskilling, and plan succession.
- Coordinate back-office network operations across the Core and Cloud domains, ensuring secure, resilient and error-free service delivery through Ericsson Operations Engine and applicable EOE processes.
- Own delivery against Working Level Agreements (WLAs), Service Level Agreements (SLAs) and KPI targets. Use performance data to identify gaps, take corrective action and improve quality, timelines and customer outcomes.
- Build trusted customer relationships, participate in customer and MSCLT governance, align cross-functional stakeholders, support sales and transition handovers, and manage quality and delivery escalations.
- Drive Service Delivery Efficiency through automation-first ways of working, Federated Automation, data analytics and innovation to simplify operations, continuously improve service and optimize delivery cost.
- Oversee incident, problem and change management in the Unit, ensuring appropriate coordination, risk controls, communication and follow-up learning to protect service continuity.
- Optimize resources and capability to meet business needs. Plan recruitment and development, address performance barriers, and lead organizational changes or restructuring when required.
- Manage Unit financials and forecasts, prioritize and balance sub-unit budgets, optimize budget utilization, and approve and track team time booking.
- Implement relevant EGMS requirements and global processes, methods and tools. Promote Ericsson values, ethics and compliance, and ensure appropriate security, data privacy and access management.
- Drive OHS/EHS awareness and compliance, environmental responsibility and a secure, healthy working environment, supporting Target Zero and employee well-being.
You will bring
- A degree in Engineering, preferably Telecommunications, Computer Science, or equivalent.
- 10+ years of total professional experience, including experience managing operations and leading teams, preferably with formal line-management responsibility.
- Strong understanding of Core and Cloud telecom operations, managed services delivery, service and customer segmentation, and the operational needs of these domains.
- Demonstrated ability to lead heterogeneous teams and to develop capability through performance management, coaching and motivation.
- Knowledge of service delivery governance, WLA/SLA management, ITIL and EOE processes, and transition from sales to delivery and handover.
- Understanding of the MSN financial model, with experience in financial forecasting, budget management and workforce optimization.
- Ability to manage multiple stakeholder priorities, customer expectations and escalations, and to build effective internal and external relationships.
- A data-driven, agile, automation-first, value-focused and innovative approach, with strong problem-solving and results orientation, accountability, integrity, and knowledge of Ericsson policies, directives and guidelines.
- Leadership certification (L1 assessment) is required.
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