Join our Team At this time, Ericsson Canada Inc. does not provide immigration assistance/sponsorship now or in the future for this position.

About this opportunity: The Head of MS Operations Assurance for the Rogers delivery is a key Leadership position reporting to the Head of Operational Assurance, and a member of the Rogers Service Delivery Team.

The MS Ops Assurance Manager owns and leads E2E Technology and second line teams, visibility, reporting and execution providing leadership and vision to the organization. Collaborating closely with the other Heads of Department, Individual Contributors and program development teams to ensure E2E management and success of the delivery.

Lead and drive the team in its objectives, acting as a mentor to drive continuous improvement in the team capabilities, reporting to the Head of Service Assurance on opportunities and requirements to better develop and equip the team to perform their function.

What you will do:

• Truly understanding the heartbeat of the technology domains. The strategy for both hardware and software maintenance and troubleshooting. Having accurate, consistent visibility of the E2E delivery scope to identify issues, risks, fault management improvements, network resilience improvements, maintenance improvement etc.
• Fully supporting the Head of Operational Assurance and the other Heads of department, firstly to avoid customer escalation, but secondly ensuring all areas improve service by supporting knowledge across the business from analysis of root causes, mitigating factors, metrics, plans, lessons and next steps during and after customer escalations.
• Assisting and offering additional or improved workflows to the overall program to ensure Delivery needs are met and best practices are continually evolved.
• The Head of Ops Assurance for the Rogers delivery inspires the organization to maintain a strong reactive, proactive and predictive capability for resolving & anticipating service failures, fixing problems & responding to events.
• Highly developed leadership and change management skills, influencing and leading by example. Self-motivated and works excellent under pressure.
• High degree of accountability and integrity.
• Ability to simplify, good sense for details as well as high level thought leadership
• Performance and Results oriented with good skills in leading and motivating people and conscious of responsibility and empowerment.
• Highly developed skills in Interpersonal communication and ability to communicate effectively.
• Customer oriented and business minded – has a consultative approach and focus on profitability.
• Analytical with strong problem-solving capability and strategic thinking.
• Good conflict management skills.

The skills you bring:

• Bachelor's degree or higher in Telecommunications, Computer Science, or related field; MBA preferred.
• Minimum 10 years of relevant experience in service delivery and operations.
• Minimize risk to delivery teams by effectively containing and managing incidents.
• Ensure end-to-end consistent reporting of all delivery metrics.
• Line management of technology support teams, including training, skills development, and performance management.
• Understand and improve TAC processes; identify opportunities for automation and efficiency.
• Collaborate with SDU functions to ensure seamless E2E delivery across locations and teams.
• Organize, attend, and support internal and customer-facing governance forums.
• Build strong customer relationships based on trust and consistent delivery excellence.
• Partner with Data teams to enhance service metrics and proactively identify risks and bottlenecks.
• Provide technical insight in cross-functional reports to clarify issues, root causes, and resolutions.
• Work with Transition teams to ensure visibility from service design through the entire lifecycle.
• Drive a unified, efficient, risk-based culture across the organization.
• Coach and mentor leaders and team members to align with organizational goals.
• Engage internal and external stakeholders to ensure outcomes meet expectations.
• Identify and mitigate strategic, tactical, and operational risks across business processes.
• Support the Head of Operational Assurance in resolving service issues and representing them in customer engagements.
• Implement and embed a service delivery quality strategy and performance culture.
• Ensure compliance with local and country-specific policies (e.g., security, trade, travel, OHS).
• Strong expertise in mobile network management.
• Proficient in data analysis, reporting, and interpreting network/service delivery metrics.
• Demonstrates behaviors aligned with: data-driven decision making, agility, automation, value focus, and innovation.

What happens once you apply?

Click Here to find all you need to know about what our typical hiring process looks like.

Ericsson uses a merit-based hiring approach that values people with different experiences, perspectives and skillsets. We truly believe this approach drives 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.

If you need assistance or to request an accommodation due to a disability, please contact Ericsson at hr.direct.mana@ericsson.com.

DISCLAIMER: The above statements are intended to describe the general nature and level of work being performed by employees in this position. They are not an exhaustive list of all responsibilities, duties and skills required for this position, and you may be required to perform additional job tasks as assigned.

Primary country and city: Canada (CA) || Toronto

Job details: Service Delivery Line Manager

Compensation And Benefits At Ericsson At Ericsson, we know that our people are the key to our success. We offer a competitive package to help with your individual needs and goals.

Your Pay

The salary offered is dependent on various factors including, but not limited to, location, and the candidate’s combination of job-related knowledge, qualifications, skills, education, training, and experience.

Short-Term Variable Compensation Plan: Your pay also includes the opportunity for an annual bonus. Actual bonus payouts are based on performance of the business against the unit’s objectives, individual performance, and the individual bonus target. Certain eligibility and pro-ration rules apply.

Your Health

Ericsson offers excellent health benefits including the choice of 2 medical and dental plan options that allow an employee to select the level of coverage that suits their needs. Employees will receive company credits in an amount equal to the cost of the Deluxe medical and dental plan coverages for themselves and eligible covered dependents.

Your Financial Security

We invest in both your short and long-term financial wellbeing. Ericsson’s Group Retirement & Savings Program offers an automatic 2% company contribution into the Pension Plan. Ericsson also offers a 50% match of employee’s contribution into the Registered Retirement Savings Plan, up to 8% of the employee’s contribution (maximum of 4% match). This leads to a total company contribution potential of 6%. Employees will also receive company credits in an amount equal to the cost of basic life insurance and basic accidental death and dismemberment coverage, as well as short-term disability coverage. Employees also have the option to participate in Ericsson’s Stock Purchase Plan.

Your Time

Your work-life balance is important to us. New employees are provided a minimum of 18 days of accrued vacation, 3-5 personal days (depending on role), 10 holidays, 1 volunteer day, and unlimited sick days. Please note paid time off is pro-rated based on the employee’s start date. Furthermore, Ericsson provides up to 10 weeks of paid maternity leave and 6 weeks of parental or adoption leave at 100% of pay.

Additional Benefits Ericsson offers many other company-paid benefits such as financial wellness programs, educational assistance, matching gifts, and recognition programs.