COM Telia Sweden & Baltics

Ericsson AB About EMEA Networks The newly formed Europe, Middle East, and Africa (EMEA) Market Area is a vibrant hub of innovation, technology, and collaboration. At its core, our Networks organization plays a pivotal role in driving thought leadership and delivering exceptional value in a fast-changing environment, where business realities vary across diverse markets and countries. With almost 4,000 skilled professionals and a strong commitment to a diverse and inclusive culture, EMEA Networks is dedicated to shaping the region’s digital future through operational excellence, deep customer focus, and profitable growth. Purpose of the Role The Customer Operations Manager (COM) ensures that all contractual and operational deliveries are fulfilled towards the customer throughout the full lifecycle of the engagement. Acting as the Contract Fulfillment Responsible (CFR), the COM leads the end-to-end operational performance across the customer account or portfolio, bridging pre-sales, delivery, and post-sales activities. The role is pivotal in securing delivery excellence, customer satisfaction, and profitable growth. Key Responsibilities Operational & Delivery Management * Lead and monitor the complete service delivery portfolio across projects and services. * Ensure all contractual obligations are met with high quality, on time, and within budget. * Actively participate in project steering groups, business reviews, and strategy forums. * Drive fulfillment excellence and secure execution against operational and financial targets. * Monitor project margins, risks, escalations, and inventory across the portfolio. * Ensure compliance with Ericsson’s directives, legal and financial regulations, EHS, and data privacy. Customer Engagement & Relationship Management * Act as the single point of contact for delivery escalations and customer satisfaction. * Develop and maintain strong relationships with customer stakeholders and internal teams. * Conduct stakeholder surveys and feedback loops to improve delivery performance. * Partner with KAMs and account teams to support strategic customer dialogues and upsell opportunities. Governance & Strategic Contribution * Develop and maintain governance frameworks with Pre-Sales Leads and Account Commercial Managers. * Align Ericsson’s offerings with customer technology and business requirements. * Foster collaboration across commercial, pre-sales, sourcing, and service delivery teams. * Drive change requests, sales upsides, and contribute to product lifecycle improvements. * Provide market and customer insights to influence Ericsson’s portfolio and strategy. Qualifications and Experience Education * University degree in Business or Engineering. * PGMP or MSP certification is recommended. Experience * Minimum 5 years in leadership roles. * 7+ years in service delivery, KAM, pre-sales, or techno-commercial roles. * 7+ years in the telecom network industry. NPD/COM GiAP Assessment is a plus. * Proven track record in managing complex customer engagements, High Impact Deals and C-level interactions. Competencies * Strong leadership in matrixed and geographically dispersed environments. * Deep understanding of service delivery and telecom technologies. * Financial acumen and commercial thinking. * Crisis management and business continuity experience. * Excellent communication, presentation, and influencing skills. * Coaching and mentoring capabilities. * Fluent in English; proficiency in Swedish or other local languages is a plus.