Ericsson, a global leader in communications technology, is seeking a Service Improvement Lead to enhance our service delivery. In this role, you'll oversee service lifecycles, ensuring consistent performance optimization and continuous evolution. This customer-facing role provides crucial support to our Service Ownership, bridging the gap between internal teams and our Service Delivery Units (SDUs).
What you will do:- Menace and enhance the entire service lifecycle effectively to ensure the highest standard of service delivery.
- Guarantee end-to-end customer experience alongside the Service Owner, promoting constant evolution and optimization.
- Implement Machine learning (ML), Artificial Intelligence (AI), and data analytics activities across the service to optimize resources, applications and infrastructure.
- Oversee measurement and reporting aspects, including KPIs, SKPIs, SLAs/WLAs in compliance with commercial contracts.
- Implement a Service Improvement plan, coordinating with Ericsson Service Delivery Units (SDU), the client, and relevant ASPs.
- Support Service Operations Governance, internal and customer-focused, with a keen eye on Service Performance.
The skills you bring:- Ericsson Operations Engine - Mode Of Operations.
- Overall understanding of Automation?.
- Operational Excellence.
- Service Quality.
- Operational-Level Agreement.
- Efficiency Improvement in Service Delivery.
- Program/Project Finance Management.
- Service Delivery Models and Strategy.
- Business Requirements.
- Performance Reporting.
- Data Analytics.
- Work Level Agreement (WLA) and Service Level Agreement (SLA).
- Customer Experience.
- Continuous Improvement Process.