5.0 - 9.0 years

0 Lacs

noida, uttar pradesh

On-site

Join our Team About this opportunity: You have the chance to join Ericsson, a global leader in communications technology, as a Service Improvement Lead. In this role, you will be responsible for enhancing service delivery by overseeing service lifecycles, ensuring consistent performance optimization, and fostering continuous evolution. Your role will involve bridging the gap between internal teams and Service Delivery Units (SDUs) to provide crucial support to our Service Ownership. What you will do: You will manage and enhance the entire service lifecycle to ensure the highest standard of service delivery efficiency. Working alongside the Service Owner, you will guarantee an end-to-end customer experience, promoting constant evolution and optimization. Your responsibilities will include implementing Machine Learning (ML), Artificial Intelligence (AI), and data analytics activities to optimize resources, applications, and infrastructure. You will also be in charge of overseeing measurement and reporting aspects, including KPIs, SKPIs, and SLAs/WLAs in compliance with commercial contracts. Additionally, you will coordinate with Ericsson Service Delivery Units (SDU), the client, and relevant ASPs to implement a Service Improvement plan. Your role will involve supporting Service Operations Governance, both internal and customer-focused, while maintaining a keen eye on Service Performance. The skills you bring: - Proficiency in Ericsson Operations Engine - Mode Of Operations - Comprehensive understanding of Automation - Strong focus on Operational Excellence and Service Quality - Expertise in Operational-Level Agreements and Efficiency Improvement in Service Delivery - Experience in Program/Project Finance Management - Knowledge of Service Delivery Models and Strategy - Ability to understand Business Requirements and Performance Reporting - Familiarity with Data Analytics and Work Level Agreement (WLA) and Service Level Agreement (SLA) - Prior experience in enhancing Customer Experience and Continuous Improvement Process,

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