Head of Field Operations

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About this opportunity:

Lead end-to-end field operations for the assigned customer and contract, ensuring safe, reliable, customer-focused and cost-conscious delivery. The role establishes effective operational control across Ericsson teams and Authorized Service Providers (ASPs), maintains delivery against contractual commitments and KPIs, and serves as the primary operational interface and escalation point for the customer.

What you will do:

• Lead planning, prioritization, resourcing, dispatch and completion of field work across the agreed contract scope; manage service requests, risks, dependencies, escalations and recovery actions.

• Embed occupational health and safety (OHS) in operational planning and execution. Ensure Ericsson teams and ASPs understand and follow applicable requirements; address gaps, follow corrective actions to closure, and stop or escalate unsafe work.

• Own day-to-day customer operational communication and governance. Present performance, risks, issues and recovery plans; coordinate action owners and follow commitments through to closure.

• Monitor contract KPIs, service commitments, capacity and delivery trends. Identify root causes of missed or at-risk performance, drive recovery and continual improvement, and provide accurate reporting and forecasts.

• Manage ASP operational performance against agreed delivery, KPI, quality, productivity and safety expectations through regular reviews, escalation and improvement planning.

• Apply cost and delivery-model awareness to resource planning and operational decisions. Identify efficiency opportunities without compromising safety, service quality or contractual obligations; escalate scope, cost and delivery risks through the appropriate channels.

• Set priorities and accountability across teams and partners; coach teams and coordinate effectively with service delivery, reliability, network operations and other stakeholders.

• Expected outcomes include safe delivery to contract, visible and actively managed KPIs, timely recovery from service issues, effective customer and ASP governance, improved operational efficiency, and fewer recurring issues.

The skills you bring:

• More than 15 years of experience leading telecom field operations, service delivery or comparable customer-facing operations.

• Experience coordinating distributed teams and managing ASPs or subcontractors against operational, safety and performance expectations.

• Experience with contract KPIs, customer governance, operational escalations and service recovery.

• Experience applying OHS principles to field execution and driving corrective actions.

• Relevant technical or engineering background, or equivalent telecommunications operations experience.

• Telecom field operations and service delivery

• Operational planning, dispatch and capacity management

• OHS and field safety management

• Contract KPI and service-performance management

• Customer governance and escalation management

• ASP and service-provider performance management

• Root-cause analysis, recovery planning and continual improvement

• Operational reporting, forecasting and performance analytics

• Resource utilization, productivity and cost awareness

• Cross-functional coordination and stakeholder management

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: Egypt (EG) || Cairo

Req ID: 793231