Service Improvement Lead

About this opportunity:
We are currently seeking a talented and dedicated individual to join our Ericsson team as a Service Improvement Lead. This critical role belongs to our Managed Services department, directly contributing to our ongoing Ericsson Operations Engine projects. You will be at the forefront of tech-driven change, offering your specialist knowledge to guide the entire lifecycle of our projects. Whether we are in the Create, Sustain, or Evolve stages, your expertise will pave the way forward in your domain.

• Develop, maintain, and enhance automation-based solutions, conducting in-depth troubleshooting as necessary (Python is the main programming language).
• 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 .

• 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 in one of the following domains (5G RAN, IP Networking, Cloud Infrastructure )
• Knowledge in Automation/AI/ML, python is a plus
• Knowledge in the cloud infrastructure is a plus
• Knowledge in cyber security is a plus

• 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 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.

Would you like to take a tour to “Life at Ericsson MEA”, visit short video https://youtu.be/3_O_MTt0PAY?si=HnqI4J3gpj2papL_

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 an inclusive organization is core to our values at Ericsson, thats 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 and Affirmative Action employer, learn more.

Primary country and city: Saudi Arabia (SA) || Riyadh

Job details: Technical Authority Expert