Operations Manager

Join our Team We are seeking a skilled Operations Manager to lead BSS IT Operations (24/7), drive automation and service improvements, and manage domain escalations across multiple technical areas. You will oversee daily operations, develop high-performing teams, ensure compliance with global processes, and maintain strong customer and stakeholder relationships. This role combines people leadership, operational excellence, and strategic execution to deliver high-quality, cost-efficient services. What you will do Lead and develop a team of professionals, driving performance, capability growth, and a safe, inclusive work environment. Ensure high-quality service delivery by adhering to global processes, best practices, and continuous improvement initiatives. Drive automation, innovation, and Service Delivery Evolved (SDE) programs to optimize operations and reduce delivery costs. Manage customer interactions, Conduct and participate in governance meetings, and resolve escalations related to quality or delivery. Oversee unit financials, including budgeting, forecasting, and resource planning. Identify and address gaps in operational performance, quality, and competence across domains. What you bring Bachelor's degree in Telecommunications, Engineering, IT, or equivalent experience. 10+ years in IT Operations, Managed Services, or similar operational leadership roles. Strong understanding of service management processes (Incident, Problem, Change); ITIL certification preferred. Demonstrated knowledge of service Level agreement (SLA) and KPI Experience with automation, data analytics, and continuous improvement methodologies. Strong stakeholder, customer, and team-leadership skills. Excellent problem-solving, communication, and decision-making 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. We are committed to providing reasonable accommodations to all individuals participating in the application and interview process. If you need assistance or to request an accommodation due to a disability please reach out to Contact us We are proud to announce Ericsson Bangladesh have been again officially Great Place to Work Certified™ in 2023. Every year, more than 10,000 organizations from over 60 countries partner with the Great Place to Work® Institute for assessment, benchmarking and planning actions to strengthen their workplace culture and this Certification acknowledges our employees value their employee experience and our workplace culture. Primary country and city: Bangladesh (BD) || Dhaka Job details: MS Delivery Manager Job Stage: Job Stage 7 Primary Recruiter: Sushmita Centeno Hiring Manager: Md Noor E Elahi