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Service Improvement Lead @ Cradlepoint

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 Service Improvement Lead

Job Description

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About this opportunity:
Ericsson, a global leader in communications technology, is seeking a Service Improvement Lead to enhance our service delivery. In this role, youll oversee service lifecycles, ensuring consistent performance optimization and continuous evolution. This customer-facing role provides crucial support to our Service Ownership, bridging the gap between internal teams and our Service Delivery Units (SDUs).
What you will do:
- Menace and enhance the entire service lifecycle effectively to ensure the highest standard of service delivery.
- Guarantee end-to-end customer experience alongside the Service Owner, promoting constant evolution and optimization.
- Implement Machine learning (ML), Artificial Intelligence (AI), and data analytics activities across the service to optimize resources, applications and infrastructure.
- Oversee measurement and reporting aspects, including KPIs, SKPIs, SLAs/WLAs in compliance with commercial contracts.
- Implement a Service Improvement plan, coordinating with Ericsson Service Delivery Units (SDU), the client, and relevant ASPs.
- Support Service Operations Governance, internal and customer-focused, with a keen eye on Service Performance.
The skills you bring:
- Ericsson Operations Engine - Mode Of Operations.
- Overall understanding of Automation.
- Operational Excellence.
- Service Quality.
- Operational-Level Agreement.
- Efficiency Improvement in Service Delivery.
- Program/Project Finance Management.
- Service Delivery Models and Strategy.
- Business Requirements.
- Performance Reporting.
- Data Analytics.
- Work Level Agreement (WLA) and Service Level Agreement (SLA).
- Customer Experience.
- Continuous Improvement Process.

Job Classification

Industry: Software Product
Functional Area / Department: Engineering - Software & QA
Role Category: Software Development
Role: Technical Lead
Employement Type: Full time

Contact Details:

Company: Cradlepoint
Location(s): Noida, Gurugram

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Keyskills:   Service delivery Automation Service level Project finance Operational excellence Customer experience Continuous improvement Operations Service quality Service operations

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