Service Improvement Lead

4 weeks ago

Riyadh, Saudi Arabia Ericsson Full time

**Join our Team**:
**About this opportunity**:
We are currently seeking a talented and dedicated individual to join our Ericsson team as a Service Improvement Lead. This critical role belongs to our Managed Services department, directly contributing to our ongoing Ericsson Operations Engine projects. You will be at the forefront of tech-driven change, offering your specialist knowledge to guide the entire lifecycle of our projects. Whether we are in the Create, Sustain, or Evolve stages, your expertise will pave the way forward in your domain.

**What you will do**
- Develop, maintain, and enhance automation-based solutions, conducting in-depth troubleshooting as necessary (Python is the main programming language).
- Responsible for the overall continuous improvement of the Service throughout its lifecycle. Measuring the continual performance of the service and driving the necessary activities through the delivery flows
- Responsible for securing the e2e customer experience of the service together with the Service Owner.
- Responsible for the measurement and reporting of the Service to the customer. This includes the KPI’s, SKPI’s and SLA’s / WLA’s as agreed within the commercial contract.
- Responsible for the continual Service Improvement plan of prioritized activities working with the Ericsson Service Delivery teams, the customer and any relevant ASP’s.
- Support the Service Operations Governance both internally and with the customer for the Service Performance in the contract, to also include Program & Demand Management.
- Perform LM administration tasks and competence development plan for the team.
- Prepare the required presentations and case studies.

**You will bring**
- Degree within Electrical Engineering / Telecommunication Engineering / Computer Science / Computer Engineering.
- At least 5 years of experience in the telecom field.
- Recommended experience in Managed Service or Service Delivery in one of the following domains (5G RAN, IP Networking, Cloud Infrastructure )
- Knowledge in Automation/AI/ML, python is a plus
- Knowledge in the cloud infrastructure is a plus
- Knowledge in cyber security is a plus

**Additional Requirements**
- Service provider management experience
- Resource provider management experience
- Strong on team leadership, able to lead large/matrix organization
- Excellent communication and social skills.
- High Customer Relationship Management skills
- Deep understanding of Service delivery process
- Process driver, Strategic problem solver, Change Maker
- Ability to motivate and engage, communicating to empower and develop dedication culture, competence and skills
- Delivering results and meeting customer expectations
- Financial skills

**Why join Ericsson?**

At Ericsson, you´ll have an outstanding opportunity. The chance to use your skills and imagination to push the boundaries of what´s possible. To build solutions never seen before to some of the world’s toughest problems. You´ll be challenged, but you won’t be alone. You´ll 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.

**Primary country and city**: Saudi Arabia (SA) || Riyadh

**Job details**: Technical Authority Expert

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