Customer Operations Manager - Singtel

Role overview

This opportunity is for a seasoned Customer Operations Manager to steer operational performance for one of Ericsson’s most important customer relationships. The position focuses on maintaining a secure, dependable, and high-performing network while improving customer satisfaction, strengthening service operations, and supporting business growth through modern operational practices.

In this role, you will serve as a senior operational leader for Ericsson, working closely with Singtel’s leadership team and internal partners to manage risk, raise service quality, and accelerate transformation through AI, automation, and other innovative approaches.

Key responsibilities

• Take full ownership of operational outcomes and the overall customer experience.
• Direct major incidents, escalations, and service restoration efforts when issues arise.
• Strengthen network resilience, service assurance, and readiness for significant changes or transformation programs.
• Develop and maintain strong, trusted relationships with senior customer stakeholders at executive level.
• Spot operational risks early and implement actions to reduce them.
• Promote AI, automation, AIOps, and observability initiatives that enable predictive operations.
• Ensure contractual SLAs, KPIs, and customer obligations are consistently met.
• Provide governance and alignment across support, delivery, and managed services teams.

Requirements

• At least 15 years of experience across telecommunications, cloud, managed services, customer operations, or digital transformation.
• Demonstrated background handling Tier-1 telecom operators and large strategic accounts.
• Strong capability in critical thinking, leadership, and structured problem-solving.
• Hands-on experience with major incident management and mission-critical production environments.
• Solid knowledge of cloud-native environments, core networks, IMS, OSS/BSS, and enterprise services.
• Experience engaging with CXO-level stakeholders and executive governance forums.
• Exposure to AI, automation, AIOps, analytics, and contemporary operating models.
• Excellent communication, stakeholder management, and leadership skills.

Success measures

• Achieve a secure, resilient, and high-performing network.
• Reduce operational risk and limit customer impact.
• Advance AI-driven, proactive, and predictive operations.
• Improve service stability, customer experience, and operational efficiency.
• Position Ericsson as Singtel’s trusted partner for operational excellence and transformation.

Additional information

This position is based in Singapore and is identified under Req ID: 786534.

Why Ericsson

Ericsson offers the chance to apply your expertise and creativity to solve complex challenges and help shape solutions that push boundaries. You’ll be part of a diverse team of innovators working together to build what comes next.

Equal opportunity and inclusion

Ericsson values diversity and inclusion and encourages applicants from all backgrounds to apply. The company is committed to equal opportunity and believes diverse perspectives help drive innovation and future growth.