Deputy Front Office Manager
Ericsson
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About this opportunity:
We are now looking for a Front Office (FO) Deputy to join our Managed Services team. In this role, you will be responsible for leading multiple operational teams within Front Office, including Fault Management, Incident Management, Problem Management, Change Management, and Help Desk functions.
As FO Deputy, your focus will be on ensuring operational excellence, meeting contractual KPIs/SLAs, driving continuous improvement, and fostering strong customer relationships. You will play a critical role in coordinating cross-functional delivery and ensuring service consistency across all touchpoints.
What you will do:
- Ensure operational KPIs and SLAs are met in line with Managed Services contracts
- Drive process improvement initiatives across Front Office operations
- Identify, track, and implement team-level process modifications
- Manage end-to-end service delivery performance, even in fragmented delivery models
- Coordinate Operating Level Agreements (OLAs) with internal delivery units
- Guide teams towards operational excellence through automation and synergies
- Identify delivery trends with potential Add-On Sales opportunities
- Support escalation handling during major outages and ensure resolution
- Manage internal escalation routines and serve as a key interface with customers
- Improve customer perception through proactive communication and resolution
- Promote and apply best practices in daily delivery operations
- Lead, motivate, and develop FO operational staff across the organization
- Conduct interviews and participate in talent acquisition activities
- Identify training needs and provide coaching to team members
- Drive individual performance management aligned with global HR directives
What you will bring:
- Bachelor’s degree in Telecommunications or a related Engineering discipline
- Minimum 7 years of experience in the Telecom industry
- Strong understanding of end-to-end mobile networks and service delivery processes
- Proven leadership experience in managing large or matrix teams
- Strategic problem-solving and process ownership capabilities
- Excellent stakeholder management and customer relationship skills
- High emotional intelligence with persuasive communication and networking abilities
- Commercial awareness and entrepreneurial thinking
- Fluency in English; additional languages are a plus
- Familiarity with Ericsson’s portfolio, tools, and delivery practices is highly desirable
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: Egypt (EG) || Cairo
Req ID: 768816