Lead ITIL-based Continuous Service Improvement and automation initiatives to improve service performance, SLAs, and customer experience. Drive RCA, automation design/implementation, process standardization, stakeholder governance, and benefits realization across infrastructure, security, vendors, and customers.
Join our Team
About the Opportunity
We are looking for a Service Delivery Manager (CSI & Automation) to lead initiatives that enhance service quality, operational efficiency, and customer experience. This role combines ITIL-based Continuous Service Improvement (CSI) practices with process excellence and automation to deliver measurable improvements in service performance, cost, and reliability. You will collaborate with multiple teams including Service Delivery, Security, Vendors, and Customers, and report to the Head of Infra Cloud and NFVi Operations. This is a leadership role with no 24x7 shift requirement.
What You Will Do
Continuous Service Improvement (CSI):
Lead CSI initiatives aligned with ITIL, Lean, and Six Sigma frameworks.
Improve service performance metrics (CSI/CSAT/NPS, SLA, KPI).
Analyze service data and feedback to identify improvement opportunities.
Perform RCA and drive corrective/preventive actions.
Develop CSI registers, improvement roadmaps, and benefits realization plans.
Facilitate service reviews and governance meetings.
Drive standardization and best practices across teams.
Automation & Process Optimization:
Identify and prioritize automation opportunities.
Design and implement automation solutions using RPA, scripts, or low-code platforms.
Ensure compliance with security and governance standards.
Measure and report automation benefits (cost savings, cycle-time improvement).
Stakeholder & Governance Management:
Act as a bridge between customers, service teams, and automation COEs.
Communicate progress, risks, and outcomes to senior leadership.
Support audits, compliance reviews, and contractual commitments.
Drive change management and adoption of new processes and automation.
The Skills You Bring
Bachelor's degree in Engineering, IT, or related discipline of experience in service delivery, CSI, process improvement, or automation.
Strong knowledge of ITIL CSI and service management frameworks.
Hands-on experience with automation tools (UiPath, Automation Anywhere, Blue Prism, Power Automate) or scripting (Python, PowerShell).
Expertise in Windows Server management (Active Directory, DNS, Group Policy).
Strong analytical and reporting skills (Excel, Power BI, Tableau).
Excellent communication and stakeholder management skills.
Citrix Application, NetScaler (Citrix ADC).
Strong expertise in Windows Server management (Active Directory, DNS, Group Policy, etc.)
Active Directory Services, Active Directory Group Policy Objects (GPO), Group Policy Management Console (GPMC), ADSI (Active Directory Service Interfaces), ADMT (Active Directory Migration Tool), Assign and Publish MSI packages via AD Group Policy, IIS, DHCP, and DNS.
Scripting and Automation (PowerShell / Python / Java or other automation tools
10-15 years in Telecom/IT Industry (IT Infrastructure, BSS, Enterprise apps).
ITIL Foundation or higher certification.
Lean Six Sigma Green/Black Belt.
Experience with virtualization (VMware ESXi, vSphere) and cloud technologies (AWS, Azure, Nutanix).
Exposure to AI-driven automation, AIOps, or analytics-based service improvement.
Leadership and coordination across departments.
Strong customer and business focus.
Data-driven decision-making and process thinking.
Ability to work under pressure, prioritize tasks, and drive change.
Excellent interpersonal and conflict management skills.
About the Opportunity
We are looking for a Service Delivery Manager (CSI & Automation) to lead initiatives that enhance service quality, operational efficiency, and customer experience. This role combines ITIL-based Continuous Service Improvement (CSI) practices with process excellence and automation to deliver measurable improvements in service performance, cost, and reliability. You will collaborate with multiple teams including Service Delivery, Security, Vendors, and Customers, and report to the Head of Infra Cloud and NFVi Operations. This is a leadership role with no 24x7 shift requirement.
What You Will Do
Continuous Service Improvement (CSI):
Lead CSI initiatives aligned with ITIL, Lean, and Six Sigma frameworks.
Improve service performance metrics (CSI/CSAT/NPS, SLA, KPI).
Analyze service data and feedback to identify improvement opportunities.
Perform RCA and drive corrective/preventive actions.
Develop CSI registers, improvement roadmaps, and benefits realization plans.
Facilitate service reviews and governance meetings.
Drive standardization and best practices across teams.
Automation & Process Optimization:
Identify and prioritize automation opportunities.
Design and implement automation solutions using RPA, scripts, or low-code platforms.
Ensure compliance with security and governance standards.
Measure and report automation benefits (cost savings, cycle-time improvement).
Stakeholder & Governance Management:
Act as a bridge between customers, service teams, and automation COEs.
Communicate progress, risks, and outcomes to senior leadership.
Support audits, compliance reviews, and contractual commitments.
Drive change management and adoption of new processes and automation.
The Skills You Bring
Bachelor's degree in Engineering, IT, or related discipline of experience in service delivery, CSI, process improvement, or automation.
Strong knowledge of ITIL CSI and service management frameworks.
Hands-on experience with automation tools (UiPath, Automation Anywhere, Blue Prism, Power Automate) or scripting (Python, PowerShell).
Expertise in Windows Server management (Active Directory, DNS, Group Policy).
Strong analytical and reporting skills (Excel, Power BI, Tableau).
Excellent communication and stakeholder management skills.
Citrix Application, NetScaler (Citrix ADC).
Strong expertise in Windows Server management (Active Directory, DNS, Group Policy, etc.)
Active Directory Services, Active Directory Group Policy Objects (GPO), Group Policy Management Console (GPMC), ADSI (Active Directory Service Interfaces), ADMT (Active Directory Migration Tool), Assign and Publish MSI packages via AD Group Policy, IIS, DHCP, and DNS.
Scripting and Automation (PowerShell / Python / Java or other automation tools
10-15 years in Telecom/IT Industry (IT Infrastructure, BSS, Enterprise apps).
ITIL Foundation or higher certification.
Lean Six Sigma Green/Black Belt.
Experience with virtualization (VMware ESXi, vSphere) and cloud technologies (AWS, Azure, Nutanix).
Exposure to AI-driven automation, AIOps, or analytics-based service improvement.
Leadership and coordination across departments.
Strong customer and business focus.
Data-driven decision-making and process thinking.
Ability to work under pressure, prioritize tasks, and drive change.
Excellent interpersonal and conflict management skills.
Top Skills
Active Directory
Admt
Adsi
Aiops
Automation Anywhere
AWS
Azure
Blue Prism
Citrix
Dhcp
Dns
Excel
Group Policy
Group Policy Management Console (Gpmc)
Iis
Java
Netscaler (Citrix Adc)
Nutanix
Power Automate
Power BI
Powershell
Python
Rpa
Tableau
Uipath
Vmware Esxi
Vsphere
Windows Server
Ericsson Pune, Mahārāshtra, IND Office
Ericsson Pune Hub Office
Established IT zone near Viman Nagar with good airport access. Surrounded by cafes, housing and retail, offering a comfortable city lifestyle with a slightly slower pace than larger metros.
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What you need to know about the Pune Tech Scene
Once a far-out concept, AI is now a tangible force reshaping industries and economies worldwide. While its adoption will automate some roles, AI has created more jobs than it has displaced, with an expected 97 million new roles to be created in the coming years. This is especially true in cities like Pune, which is emerging as a hub for companies eager to leverage this technology to develop solutions that simplify and improve lives in sectors such as education, healthcare, finance, e-commerce and more.
