Customer Operations Manager - Singtel

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About the Opportunity
We are looking for an experienced Customer Operations Manager (COM) to lead operational excellence for one of Ericsson's most strategic customer accounts.
The role is responsible for ensuring a secure, resilient, and high-performing network while driving customer satisfaction, operational transformation, and business outcomes. The successful candidate will act as Ericsson's senior operational leader, partnering closely with Singtel executives and internal stakeholders to manage risk, improve service performance, and enable future growth through AI, automation, and operational innovation.
Key Responsibilities

• Own end-to-end operational performance and customer experience.
• Lead critical operational incidents, escalations, and service recovery activities.
• Drive network resilience, service assurance, and operational readiness for major changes and transformations.
• Build trusted relationships with CXO-level customer stakeholders.
• Proactively identify and mitigate operational risks.
• Champion AI, Automation, AIOps, and Observability initiatives to drive predictive operations.
• Ensure delivery of contractual SLAs, KPIs, and customer commitments.
• Provide governance across support, delivery, and managed services organizations.

Requirements

• 15+ years of experience in Telecommunications, Cloud, Managed Services, Customer Operations, or Digital Transformation.
• Proven experience managing Tier-1 telecom operators and large strategic accounts.
• Strong critical thinking, leadership, and problem-solving skills.
• Experience managing major incidents and mission-critical production environments.
• Strong understanding of Cloud Native, Core Networks, IMS, OSS/BSS, and Enterprise Services.
• Experience working with CXO-level stakeholders and executive governance forums.
• Exposure to AI, Automation, AIOps, Analytics, and modern operational models.
• Strong communication, stakeholder management, and leadership capabilities.

Success Measures

• Deliver a secure, resilient, and high-performing network.
• Minimize operational risk and customer impact.
• Drive AI-enabled, proactive, and predictive operations.
• Improve service stability, customer experience, and operational efficiency.
• Establish Ericsson as Singtel's trusted partner for operational excellence and transformation.

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: Singapore (SG) || Singapore
Req ID: 786534