Job Description

About this opportunity We are now looking for a Service Improvement Lead, to drive continual measurement, analysis, reporting and improvement activities to support the Service. This is a customer facing role in support of Service Ownership and key interface towards Ericsson Service Delivery Units (SDU) to secure the performance, optimization, and continued evolution of the Service.
What you will do

• Be 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
• Secure the e2e customer experience of the service together with the Service Owner.
• Secure the continual evolution and optimization of the service. Driving ML, AI and automation of data analytics activities across the Service, including the underpinning resources, applications and infrastructure.
• Be responsible for the measurement and reporting of the Service towards the customer. This includes the KPI\xe2\x80\x99s, SKPI\xe2\x80\x99s and SLA\xe2\x80\x99s / WLA\xe2\x80\x99s as agreed within the commercial contract.
• Be responsible for the continual Service Improvement plan of prioritized activities working with the Ericsson Service Delivery Units (SDU), the customer and any relevant ASP\xe2\x80\x99s.
• Support the Service Operations Governance both internally and with the customer for the Service Performance in the contract, to also include Program & Demand Management.

You will bring

• Education: Min. bachelor\xe2\x80\x99s degree in computer science/Engineering/IT or any relevant field
• Proven experience leading by example, working collaboratively and dynamically across the business, with our customers, partners, and suppliers in removing complexity
• Solid customer management experience, understanding their perspective and being able to empathize with their business situation and needs
• Passion for innovation, be curious by questioning ways of working that make things difficult; trial new ways of doing things; fail fast and learn quickly
• Data smarter to enable predictive analytics, create value and business outcomes by proactively managing our customers networks
• Experience in Automation as is a strategic necessity, take ownership to deliver services that our customers value and will promote

Why Join Ericsson? At Ericsson, you\xc2\xb4ll have an outstanding opportunity. The chance to use your skills and creativity to push the boundaries of what\xc2\xb4s possible. To build never seen before solutions to some of the world\xe2\x80\x99s toughest problems. You\xc2\xb4ll be challenged, but you won\xe2\x80\x99t be alone. You\xc2\xb4ll 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 nurture 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.
We are proud to announce Ericsson MALAYSIA have been again officially Great Place to Work Certified\xe2\x84\xa2 in 2022. Every year, more than 10,000 organizations from over 60 countries partner with the Great Place to Work\xc2\xae Institute for assessment, benchmarking and planning actions to strengthen their workplace culture and this Certification acknowledges our employees value their employee experience and our workplace culture.