Service Improvement Lead

About this opportunity

The Front Office Team Leader is the appointed responsible for Leading Front
Office and performance monitoring teams which are entitled to
Alarms/Performance monitoring and 1st level fixing.

What you will do

• 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 securing 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.


• 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


• Knowledge in Automation/AI/ML is a plus


• Knowledge in the cloud 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
never seen before solutions 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 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.
Ericsson is proud to be an Equal Opportunity and Affirmative Action employer,
learn more.
Primary country and city: Saudi Arabia (SA) || Saudi Arabia : Riyadh : Riyadh
|| Saudi Arabia : Makkah : Jeddah
Req ID: ‎724375