Service Improvement Lead

1 week ago

Shah Alam, Malaysia Ericsson Full time

At Ericsson, you can be a game changer Because working here isn’t just a deal. It’s a big deal. This means that you get to leverage our 140+ years of experience and the expertise of more than 95,000 diverse colleagues worldwide. As part of our team, you will help solve some of society´s most complicated challenges, enabling you to be ‘the person that did that.’ We’ve never had a greater opportunity to inspire change; setting the bar for technology to be inclusive and accessible; empowering an intelligent, sustainable, and connected world.

**Our Exciting 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.

**Job scope**:

- 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.
Be responsible for the measurement and reporting of the Service towards the customer. This includes the KPI’s, SKPI’s and SLA’s / WLA’s 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’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.
**To be successful in the role you must have**:

- Education: Education: Min. bachelor’s 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
***:**
What's in it for you?**:
With over 90,000 employees across 180+ countries, we have a culture that respects and supports your ambitions, in alignment with our values of Respect, Professionalism and Perseverance. Ericsson is very passionate about learning and development, supports mobility and flexible working hours. We are also committed to diversity and inclusion and to be a responsible and relevant driver of positive change. We also offer some awesome benefits, amazing career development and training programs to provide an empowered career in a connected world.

“**We are proud to announce at Ericsson Malaysia,** our employees have once again voted us as a Great Place to Work® and we have been officially Certified in 2021.**

Every year, more than 10,000 organizations from over 60 countries partner with the Great Place to Work® 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.”

Ericsson is continuing to hire for all open roles with all interviewing and on-boarding done virtually due to COVID-19. Everyone new to the team, along with our current staff, will temporarily work from home until it is safe to return to our offices.

Do you believe that an organization fostering an environment of cooperation and collaboration to execute with speed creates better business value? Do you value a culture of humanness, where fact based decisions are important and our people are encouraged to speak up? Do you believe that diverse, inclusive teams drive performance and innovation? At Ericsson, we do.

We provide equal employment opportunities without regard to race, color, gender, sexual orientation, transgender status, gender identity and/or expression, marital status, pregnancy, parental status, religion, political opinion, nationality, ethnic background, social origin, social status, indigenous status, disability, age, union.

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