Service Improvement Lead

Job Description :

• 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 KPI's, SKPI's and SLA's / WLA'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), 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.