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.