Job Description
Join our Team
About The Opportunity
We are looking for a Service Delivery Manager (CSI & Automation) to lead initiatives that enhance service quality, operational efficiency, and customer experience. This role combines ITIL-based Continuous Service Improvement (CSI) practices with process excellence and automation to deliver measurable improvements in service performance, cost, and reliability. You will collaborate with multiple teams including Service Delivery, Security, Vendors, and Customers, and report to the Head of Infra Cloud and NFVi Operations. This is a leadership role with no 24x7 shift requirement.
What You Will Do
Continuous Service Improvement (CSI):
Lead CSI initiatives aligned with ITIL, Lean, and Six Sigma frameworks.
Improve service performance metrics (CSI/CSAT/NPS, SLA, KPI).
Analyze service data and feedback to identify improvement opportunities.
Perform RCA and drive corrective/preventive actions.
Develop CSI registers, improvement roadmaps, and benefits realization plans.
Facilitate service reviews and governance meetings.
Drive standardization and best practices across teams.
Automation & Process Optimization:
Identify and prioritize automation opportunities.
Design and implement automation solutions using RPA, scripts, or low-code platforms.
Ensure compliance with security and governance standards.
Measure and report automation benefits (cost savings, cycle-time improvement).
Stakeholder & Governance Management:
Act as a bridge between customers, service teams, and automation COEs.
Communicate progress, risks, and outcomes to senior leadership.
Support audits, compliance reviews, and contractual commitments.
Drive change management and adoption of new processes and automation.
The Skills You Bring
Bachelor's degree in Engineering, IT, or related discipline of experience in service delivery, CSI, process improvement, or automation.
Strong knowledge of ITIL CSI and service management frameworks.
Hands-on experience with automation tools (UiPath, Automation Anywhere, Blue Prism, Power Automate) or scripting (Python, PowerShell).
Expertise in Windows Server management (Active Directory, DNS, Group Policy).
Strong analytical and reporting skills (Excel, Power BI, Tableau).
Excellent communication and stakeholder management skills.
Citrix Application, NetScaler (Citrix ADC).
Strong expertise in Windows Server management (Active Directory, DNS, Group Policy, etc.)
Active Directory Services, Active Directory Group Policy Objects (GPO), Group Policy Management Console (GPMC), ADSI (Active Directory Service Interfaces), ADMT (Active Directory Migration Tool), Assign and Publish MSI packages via AD Group Policy, IIS, DHCP, and DNS.
Scripting and Automation (PowerShell / Python / Java or other automation tools
1015 years in Telecom/IT Industry (IT Infrastructure, BSS, Enterprise apps).
ITIL Foundation or higher certification.
Lean Six Sigma Green/Black Belt.
Experience with virtualization (VMware ESXi, vSphere) and cloud technologies (AWS, Azure, Nutanix).
Exposure to AI-driven automation, AIOps, or analytics-based service improvement.
Leadership and coordination across departments.
Strong customer and business focus.
Data-driven decision-making and process thinking.
Ability to work under pressure, prioritize tasks, and drive change.
Excellent interpersonal and conflict management skills.
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: India (IN) || Bangalore
Req ID: 772772
