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About This Opportunity
We are seeking a Service Improvement Lead to drive the continual measurement, analysis, reporting and improvement of a customer-facing Service. You will support Service Ownership and act as a key interface with Ericsson Service Delivery Units (SDU) and customers to secure performance, optimization and ongoing evolution of the Service across its lifecycle. The role focuses on end-to-end customer experience, KPI/SLA reporting, and delivering prioritized improvement plans that leverage data analytics, ML/AI and automation.
What You Will Do
- Lead continuous improvement activities for the Service across its lifecycle, measuring performance and driving actions through delivery flows.
- Own end-to-end customer experience assurance together with the Service Owner.
- Define and drive the Service Improvement Plan (prioritized activities) in collaboration with SDUs, the customer and any relevant ASPs.
- Drive continual evolution and optimization of the Service by promoting and implementing ML, AI and automation in data analytics, and by influencing the underpinning resources, applications and infrastructure.
- Measure, validate and report Service performance to customers against KPIs, SKPIs, SLAs and WLAs as defined in the commercial contract.
- Support Service Operations Governance internally and with the customer, including Program & Demand Management activities.
- Act as the primary operational/interface contact for customers, SDUs (DF Operate), MSCLT and the Service Owner to resolve performance issues and implement improvements.
You Will Bring (skills & Experience)
- Proven experience in service improvement, service operations or service delivery roles with a strong focus on performance measurement and continuous improvement.
- Solid understanding of KPI/SLA reporting and experience presenting performance to customers and stakeholders.
- Experience driving automation, data analytics and application of ML/AI to operational data and improvement initiatives.
- Strong stakeholder management and customer-facing skills; able to coordinate multiple delivery units and 3rd parties.
- Analytical mindset with strong problem solving and reporting capabilities.
- Commercial awareness and ability to prioritize improvements that deliver business value.
- Behavioural strengths in delivering results, customer focus, innovation, applying technical expertise and analysis.
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: 779024
