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Job Summary

This role is a key member of the team to deliver the service to Ericsson clients.

  • Minimum Qualification: Bachelor
  • Experience Level: Management level
  • Experience Length: 6 years

Job Description

Purpose of Job Role

This role will drive continual measurement, analysis, reporting and improvement activities for End Customer Experience Improvement. It 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. 

 

 

Key Responsibilities:

·       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 towards the customer. This includes the SKPI’s, KQI’s and SLA’s as agreed within the commercial contract.

·       Responsible for the continual Service Improvement plan of prioritised activities working with the Ericsson Service Delivery Units (SDU).

·       Support the Service Operations Governance both internally and with the customer for the Service Performance in the contract, to also include Program & Demand Management.

·       Lead Service Optimization & Evolution of Improvement Programs Driving Operational Excellence.

·       Identify, align & prioritize potential change areas and Provide analytical expertise.

·       Drive Data Analytics, Automation Use Case Design & Modelling and Transformation Roadmap planning.

·       Support the Service Operations Governance both internally & with the customer.

·       Delivery Performance oversight & trending and ensure Quality of Customer Experience.

 

 

 

Behavioral competences

·       Delivering Results & Meeting Customer Expectation

·       Creating & Innovating Innovation

·       Entrepreneurial & Commercial Thinking

·       Applying expertise & technology

·       Analyzing

·       Adapting & responding to change

 

For effectiveness the Service Improvement Lead should;

·       beAgile, lead by example, work collaboratively and dynamically across the business, with our customers, partners and suppliers in removing complexity,

·       Value matters to our customers by understanding their perspective and being able to empathize with their business situation and needs,

·       seek to Innovate, be curious by questioning ways of working that that make things difficult; trial new ways of doing things; fail fast and learn quickly

·       use Datasmarter to enable predictive analytics, create value and business outcomes by proactively managing our customers networks

·       Automation is a strategic necessity, take ownership to deliver services that our customers actually value and will promote

 

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