Join our Team
The Head of Transformation is a senior leadership role within the Managed Services Customer Leadership Team (MSCLT), responsible for leading, governing, and executing all transformation initiatives for the customer contract. The role serves as the primary interface with the customer on transformation topics, while orchestrating delivery and readiness across Ericsson Service Delivery Units (SDUs).
This position ensures that transformation programsincluding technology, processes, automation, data, and organizational capabilitiesare executed seamlessly and in full alignment with Ericsson's strategic goals. It plays a critical role in operationalizing new capabilities, driving customer-centric improvements, and accelerating value creation across service functions such as Operations, Security, Engineering, and Network Optimization.
Primary Objectives
- Lead, govern, and secure the successful execution of all transformation initiatives within the Managed Services contract.
- Drive end-to-end lifecycle management (LCM) across people, process, tools, data, and AAA (Automation, Analytics, AI/ML) streams.
- Ensure smooth migration and operational readiness of customer solutions into Ericsson's delivery model.
- Build organizational capabilities that directly support contractual business outcomes, financial performance, and customer experience.
- Champion key transformation pillars including Touch-Free Operations, AI/ML enablement, TMF journeys, contractual business objectives, and the MS tools ecosystem.
- Strengthen Ericsson's position as an innovation partner through strong governance, strategic alignment, and performance transparency.
What You Will Do
- Define strategy, governance, and direction for all transformation programs.
- Ensure alignment with Ericsson business objectives, contract commitments, and long-term customer expectations.
- Operational Excellence
- Collaborate with customer and domain teams to assess needs and readiness.
- Lead migration readiness and capability handovers across all functional domains.
- Continuously drive efficiency, automation, quality improvement, and standardization.
- Governance & Framework Development
- Build and maintain a structured governance model for all transformation engagements.
- Ensure consistent delivery practices, quality standards, and measurable business value.
- Customer & Stakeholder Engagement
- Act as a senior escalation and coordination point for transformation topics.
- Maintain transparency, communication, and proactive risk management with the customer and internal stakeholders.
- Process Integration & Optimization
- Ensure alignment between transformation programs and steady-state operations.
- Optimize tools, processes, and performance for scalable and sustainable service delivery.
- Solution & Cost Analysis
- Analyze customer requirements and drive technical and commercial discussions.
- Evaluate solution cost-effectiveness considering implementation cost, operational cost, and total cost of ownership.
- Ensure solutions reflect contractual requirements and Ericsson strategic direction.
- Risk & Dependency Management
- Identify risks, interdependencies, and constraints early.
- Drive mitigation strategies to ensure timely, cost-effective delivery.
- Performance Tracking & Reporting
- Monitor transformation KPIs (scope, cost, time, quality).
- Provide structured updates to internal leadership and the customer.
- Capability & Culture Development
- Foster innovation, learning, and knowledge sharing across the transformation organization.
- Drive readiness and capability uplift to support future operational maturity.
You will bring
- Bachelor's or Master's in Telecommunications, Computer Science, Engineering, or related field.
- MBA preferred.
- Professional Experience
- Minimum 10+ years in telecom/IT services, including 5+ years in transformation/program management leadership roles.
- Experience in operational readiness, managed services delivery, and cross-functional program execution.
- Certifications (Preferred)
- PMP, PRINCE2, PgMP
- Knowledge of ITIL, Agile, SAFe frameworks
- Behavioral Skills and Competencies
- Strong strategic, financial, and contractual understanding.
- Proven leadership of cross-functional, multicultural teams with high accountability.
- Excellent communication, influencing, and stakeholder-management skills (technical & executive levels).
- Strong analytical, planning, and decision-making abilities; able to drive innovation and automation.
- Customer-focused, collaborative, and effective in matrix organizations.
- Deep understanding of service delivery operations, eTOM processes, and managed services drivers.
- Ability to assess and deliver cost-value outcomes and commercially sound solutions.
- Skilled in translating customer requirements into scalable, efficient solutions.
- Inspiring, dependable leader who builds trust and motivates diverse teams.
- Committed to collaboration, accountability, and continuous improvement.
Why join Ericsson
At Ericsson, youll have an outstanding opportunity. The chance to use your skills and imagination to push the boundaries of whats possible. To build solutions never seen before to some of the world's toughest problems. Youll be challenged, but you won't be alone. Youll 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: Thailand (TH) || Bangkok
Req ID: 777240
