Lead end-to-end service delivery and performance across IT service lines, ensuring compliance with SLAs and driving continuous improvements.
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About this opportunity
Accountable for end-to-end service delivery, service performance, and continuous improvement across multiple IT service lines, ensuring contractual compliance, service stability, operational efficiency, and customer satisfaction, in alignment with Ericsson Managed Services standards.
What you will do
• Accountable for 24x7 service delivery across IT Landscape (OSS/BSS) in line with customer contract.• Ensure consistent SLA, KPI, and compliance adherence across incident, problem, change, and release management.• Provide leadership and governance to Service Delivery (L1/L2/L3 ) teams, including partners.• Act as escalation authority for major service issues and chronic service risks.• Act as Enterprise / E2E Architect for operational stability and transformation initiatives• Drive Continuous Service Improvement (CSI) initiatives to improve service quality, stability, and efficiency.• Ensure effective major incident management, including executive-level communication and root cause closure.• Drive standardization and adoption of tools, processes, and automation across service line.• Proactively identify service risks and ensure mitigation and recovery plans are in place.• Own consolidated service reporting and provide fact-based performance insights to customers and internal stakeholders.• Contribute to cost governance, productivity improvements, and operational efficiency targets.• Develop service delivery leadership capability and ensure succession planning and skill readiness.
You will bring:
• Bachelor's degree in engineering, IT, or equivalent.• 15-18+ years of experience in IT service delivery and operations.• Proven experience leading large-scale managed services delivery in telecom or complex IT environments (including knowledge on Ericsson products like BSCS, Charging, Mediation or similar COTS productions from other vendors).• Strong expertise in ITIL-based service management and CSI.• Extensive experience in customer-facing senior delivery roles.• Hands-on experience or strong working knowledge of automation aligned to TM Forum Autonomous Operations (L4), including exposure to AIOps platforms and their application in production IT operations, is a strong advantage.• End-to-end service ownership• Senior stakeholder and customer management• Risk management and decision making• Data-driven governance and reporting• Leadership development and mentoring• Continuous improvement and efficiency mindset
Certifications (Preferred)• ITIL• eTOM• PMP (Preferred)
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.
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: United Arab Emirates (AE) || Dubai
Req ID: 779653
About this opportunity
Accountable for end-to-end service delivery, service performance, and continuous improvement across multiple IT service lines, ensuring contractual compliance, service stability, operational efficiency, and customer satisfaction, in alignment with Ericsson Managed Services standards.
What you will do
• Accountable for 24x7 service delivery across IT Landscape (OSS/BSS) in line with customer contract.• Ensure consistent SLA, KPI, and compliance adherence across incident, problem, change, and release management.• Provide leadership and governance to Service Delivery (L1/L2/L3 ) teams, including partners.• Act as escalation authority for major service issues and chronic service risks.• Act as Enterprise / E2E Architect for operational stability and transformation initiatives• Drive Continuous Service Improvement (CSI) initiatives to improve service quality, stability, and efficiency.• Ensure effective major incident management, including executive-level communication and root cause closure.• Drive standardization and adoption of tools, processes, and automation across service line.• Proactively identify service risks and ensure mitigation and recovery plans are in place.• Own consolidated service reporting and provide fact-based performance insights to customers and internal stakeholders.• Contribute to cost governance, productivity improvements, and operational efficiency targets.• Develop service delivery leadership capability and ensure succession planning and skill readiness.
You will bring:
• Bachelor's degree in engineering, IT, or equivalent.• 15-18+ years of experience in IT service delivery and operations.• Proven experience leading large-scale managed services delivery in telecom or complex IT environments (including knowledge on Ericsson products like BSCS, Charging, Mediation or similar COTS productions from other vendors).• Strong expertise in ITIL-based service management and CSI.• Extensive experience in customer-facing senior delivery roles.• Hands-on experience or strong working knowledge of automation aligned to TM Forum Autonomous Operations (L4), including exposure to AIOps platforms and their application in production IT operations, is a strong advantage.• End-to-end service ownership• Senior stakeholder and customer management• Risk management and decision making• Data-driven governance and reporting• Leadership development and mentoring• Continuous improvement and efficiency mindset
Certifications (Preferred)• ITIL• eTOM• PMP (Preferred)
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.
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: United Arab Emirates (AE) || Dubai
Req ID: 779653
Top Skills
Aiops Platforms
Itil
Tm Forum Autonomous Operations
Ericsson Pune, Mahārāshtra, IND Office
Internal Road, , , IN, Pune, Maharashtra , India, 411004
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