Head of Application Support – MSIT

About the role

Ericsson is looking for a senior leader to own end‑to‑end service delivery for its Managed Services portfolio in Abu Dhabi. The role ensures 24x7 operational stability across OSS/BSS environments, drives continuous improvement and guarantees contractual compliance for our telecom customers.

Key responsibilities

• Accountable for 24x7 service delivery across the IT landscape (OSS/BSS) in line with customer contracts.
• Ensure consistent SLA, KPI and compliance adherence across incident, problem, change and release management.
• Provide leadership and governance to Service Delivery (L1/L2/L3) teams and external partners.
• Act as escalation authority for major service issues and chronic risks.
• Serve as Enterprise/E2E architect for operational stability and transformation initiatives.
• Drive Continuous Service Improvement (CSI) programmes to raise service quality and efficiency.
• Lead major incident management, including executive communication and root‑cause resolution.
• Standardise tools, processes and automation across the service line.
• Identify service risks proactively and implement mitigation and recovery plans.
• Own consolidated service reporting and deliver fact‑based performance insights.
• Contribute to cost governance, productivity improvements and operational‑efficiency targets.
• Develop service‑delivery leadership capability and ensure succession planning.

Required profile

• Bachelor’s degree in Engineering, IT or a related field.
• 15‑18+ years of experience in IT service delivery and operations.
• Proven track record leading large‑scale managed‑services delivery in telecom or complex IT environments.
• Strong expertise in ITIL‑based service management and CSI.
• Extensive experience in senior, customer‑facing delivery roles.
• Hands‑on knowledge of automation aligned to TM Forum Autonomous Operations (L4) and exposure to AIOps platforms.
• Familiarity with Ericsson products such as BSCS, Charging and Mediation or equivalent COTS solutions.

Required skills

• ITIL service management
• Continuous Service Improvement (CSI)
• OSS/BSS operations
• TM Forum Autonomous Operations L4
• AIOps platforms
• Automation frameworks
• BSCS, Charging, Mediation
• Incident, problem, change and release management
• Service level management and reporting
• Risk management
• Enterprise architecture
• Managed services delivery