Operations Centre Manager

## Grow with us As an Operations Centre Manager, you will play a key role in our service delivery organisation, ensuring that network and service performance are maintained at the highest possible levels. You will lead the real-time management of major incidents, coordinate stakeholders across Ericsson and our customers, and drive actions that protect and improve service performance. While on shift, you are the senior escalation point within Network & Service Operations for internal service delivery functions, stakeholders, external customers and suppliers, providing clear leadership and direction during high-impact events. ## Join our Team You will be part of a highly skilled operations team, working in a complex, customer led environment where reliability, collaboration and continuous improvement are central. This role is ideal for someone who enjoys owning outcomes end to end and influencing decisions across multiple organisations. What you will do * Lead the end to end management of P0P1 and other high visibility incidents, ensuring effective handling throughout the lifecycle and providing timely management updates to MSCLT and Ops LT. * Act as the senior escalation point into internal organisations, service suppliers, third parties and customer organisations for real time incidents and delivery performance, ensuring appropriate support is secured and further escalations triggered when needed. * Ensure that management actions required under the UK operating licence are completed on behalf of the customer within required timescales. * Maintain a constant awareness of service delivery and network performance, ensuring SDU, FSO and relevant support organisations are taking the right actions to maintain and improve service levels. * Plan and coordinate preparation for storm, heat and other events that pose significant risk to service, ensuring appropriate mitigation and response plans are in place. * Make priority calls where workload clashes occur or where workarounds are needed to restore service, balancing risk and impact. * Oversee risk assessment, preparation and awareness within the SDU for out of hours, service impacting changes on the customer network, ensuring key milestones for confirming service restoration are met. * Develop and maintain dashboards and management information that provide clear insight into service and delivery performance for the Ops Manager and wider leadership. * Provide a concise 12 hour management summary including key changes in availability, major incidents, blockers, delays, escalations, changes and the status of planning and expected execution for the next 12 hour period. * Ensure any immediate health and safety risk or threat is managed correctly across SDU, FSO and third party organisations. * Engage and participate in NEAT activation calls on behalf of the managed service. * Issue and maintain internal notifications to key stakeholders through EIP in relation to significant risks and threats to service delivery. * Own, develop and maintain process-related documents within the DSM remit, and support process owners for documents owned by SDU or other functions where required. * Support Emergency Network Operations Centre as needed, carrying out roles defined within the crisis management plan. Your skills and experience * Experience working in a customer led environment, with strong ability to manage customer expectations and build maintain key relationships. * Good understanding of modern communications networks and services. * Proven ability to manage and lead service network performance within a complex support and delivery environment. * Demonstrated experience in driving and owning service improvement and cost reduction. * Ability to relay and share technical information to both technical and non technical audiences clearly and confidently. * Good understanding of key ITIL principles - incident, problem, change. * BTEC/HNC/HND in Electrical Engineering,...