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.## Head of Application Support – MSIT duAbu Dhabi,Abu Dhabi,United Arab Emirates**About this opportunity**Accountable for end-to-end service delivery, service performance, and continuous improvement across multiple IT service lines, ensuring contractual compliance, service stability, operational efficiency, and customer satisfaction, in alignment with Ericsson Managed Services standards.**What you will do**\u2022 Accountable for 24×7 service delivery across IT Landscape (OSS\/BSS) in line with customer contract. \u2022 Ensure consistent SLA, KPI, and compliance adherence across incident, problem, change, and release management. \u2022 Provide leadership and governance to Service Delivery (L1\/L2\/L3) teams, including partners. \u2022 Act as escalation authority for major service issues and chronic service risks. \u2022 Act as Enterprise \/ E2E Architect for operational stability and transformation initiatives. \u2022 Drive Continuous Service Improvement (CSI) initiatives to improve service quality, stability, and efficiency. \u2022 Ensure effective major incident management, including executive-level communication and root cause closure. \u2022 Drive standardization and adoption of tools, processes, and automation across service line. \u2022 Proactively identify service risks and ensure mitigation and recovery plans are in place. \u2022 Own consolidated service reporting and provide fact-based performance insights to customers and internal stakeholders. \u2022 Contribute to cost governance, productivity improvements, and operational efficiency targets. \u2022 Develop service delivery leadership capability and ensure succession planning and skill readiness. \u2022 Hands-on operations responsibility for managing third-party applications and production services (e.g., Siebel CRM, HP Service Assurance, HP Mediation, Ericsson Billing & Charging, digital channels \u2014 App\/Web\/Selfcare\/eShop, CVM such as Pega, etc.). \u2022 Provide line management of large onsite and offshore teams (50+ employees), including resource planning, performance management and capability development. \u2022 Support business development, growth and pre-sales activities related to managed services offerings. \u2022 Ensure 24\/7 operational readiness and decision-making (on-call leadership and ability to deliver under pressure). \u2022 Promote and lead adoption of operations automation and TM Forum L4 capabilities, including AIOps and other automation tools.**You will bring:**\u2022 Bachelor\u2019s degree in engineering, IT, or equivalent. \u2022 15\u201318+ years of experience in IT service delivery and operations, with a minimum of 15 years in Managed Services IT (MSIT) roles. \u2022 Proven experience leading large-scale managed services delivery in telecom or complex IT environments (including knowledge on Ericsson products like BSCS, Charging, Mediation or similar COTS products from other vendors). \u2022 Hands-on operations experience managing third-party applications and digital channels (Siebel CRM, HP SA, HP Mediation, Ericsson Billing & Charging, App\/Web\/Selfcare\/eShop, CVM\/Pega, etc.). \u2022 Line management track record managing large teams onsite and offshore (50+ employees). \u2022 Strong expertise in ITIL-based service management and CSI. \u2022 Hands-on experience or strong working knowledge of automation aligned to TM Forum Autonomous Operations (L4), including exposure to AIOps platforms and their application in production IT operations; deep knowledge of operations automation tools is a plus. \u2022 Extensive experience in customer-facing senior delivery roles. \u2022 End-to-end service ownership. \u2022 Senior stakeholder and customer management. \u2022 Risk management and decision making. \u2022 Data-driven governance and reporting. \u2022 Leadership development and mentoring; people coaching skills. \u2022 Continuous improvement and efficiency mindset. \u2022 Leadership and soft skills including: customer interfacing, ability to deliver under pressure, a 24\/7 mindset, business development \/ pre-sales orientation, strong presentation and communication skills. Certifications (Preferred) \u2022 ITIL \u2022 eTOM \u2022 PMP (Preferred) \u2022 Scrum MasterAt Ericsson, you \u0301ll have an outstanding opportunity. The chance to use your skills and imagination to push the boundaries of what \u0301s possible. To build solutions never seen before to some of the world\u2019s toughest problems. You \u0301ll be challenged, but you won\u2019t be alone. You \u0301ll be joining a team of diverse innovators, all driven to go beyond the status quo to craft what comes next. 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. **Primary country and city:** United Arab Emirates (AE) || Dubai**Req ID:** Top skillsManagementData Privacy AgreementI agree that my CV can be used to identify skills and experience for job matching and application, and the recruitment team may reach out for job opportunities purposes. I understand that my personal data will be processed in accordance with .
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