Manage service delivery through performance management, resource competence management, financial oversight, and adherence to service delivery strategies and processes.
Join our Team
About this opportunity:
We are excited to announce the opportunity to join Ericsson as a Service Delivery Line Manager. In this role, you will have the chance to support our service sales both directly and indirectly by utilizing our unit resources. This position involves understanding and aligning with our overall Service Delivery Processes, Models, Tools and Strategies, all while ensuring our work is executed within the scope of OHS requirements. The role expands to cover responsibility for our internal workforce as well as ARPs/ASPs. Following the Ericsson Leadership Framework, this position invites an influential leader who values promoting the corporate values, ethics, and organizational culture to drive an excellent performance.
What you will do
The skills you bring
Mandatory technical prerequisites
Desirable skills & certifications
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.
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 and inclusive organization is core to our values at Ericsson, that's 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 Employer. learn more.
Primary country and city: India (IN) || Bangalore
Req ID: 781904
About this opportunity:
We are excited to announce the opportunity to join Ericsson as a Service Delivery Line Manager. In this role, you will have the chance to support our service sales both directly and indirectly by utilizing our unit resources. This position involves understanding and aligning with our overall Service Delivery Processes, Models, Tools and Strategies, all while ensuring our work is executed within the scope of OHS requirements. The role expands to cover responsibility for our internal workforce as well as ARPs/ASPs. Following the Ericsson Leadership Framework, this position invites an influential leader who values promoting the corporate values, ethics, and organizational culture to drive an excellent performance.
What you will do
- Lead CSI programs: define and govern improvement initiatives aligned to ITIL, Lean and Six Sigma; maintain CSI registers and improvement roadmaps.
- Drive service performance: own and improve CSAT/NPS, SLA, KPI and operational quality indicators; facilitate service and executive performance reviews.
- Analyze and resolve: investigate incidents, problems and escalations; perform RCA and drive CAPA to prevent recurrence.
- Identify and deliver automation: assess, prioritize and implement automation opportunities (RPA, scripts, workflows, low-code/no-code); embed automation into end-to-end processes.
- Measure value: quantify and report automation and CSI benefits (effort reduction, cost savings, cycle-time and quality improvements).
- Governance & stakeholder management: act as the bridge between customers, delivery teams, IT and automation COEs; communicate progress, risks and outcomes to senior leadership.
- Compliance & change: ensure automation and process changes meet security, compliance and contractual requirements; drive adoption and change management.
- Standardization & best practice: promote common processes and operational excellence across service delivery teams.
The skills you bring
- Bachelor's degree in Engineering, IT, Computer Science or related discipline.
- 10+ years' hands-on experience in service delivery, CSI, process improvement or automation roles (preferred 10-15 yrs for senior profile).
- Strong knowledge of ITIL CSI and service management practices.
- Practical experience with automation tools or scripting (UiPath/Automation Anywhere/Blue Prism/Power Automate or Python/PowerShell/Java).
- Strong analytical and reporting skills (Excel, Power BI, Tableau).
- Excellent communication, facilitation and stakeholder management skills.
Mandatory technical prerequisites
- Experience with mission-critical applications.
- Citrix Applications and Citrix ADC (NetScaler).
- Strong Windows Server administration (Active Directory, Group Policy, DNS, DHCP, IIS).
- AD tools and expertise (GPMC, ADSI, ADMT, MSI deployment via GPO).
- Scripting/automation expertise (PowerShell, Python, or equivalent).
Desirable skills & certifications
- VMware virtualization (ESXi, vSphere, vCenter, vSAN, HA, DRS, vMotion).
- Cloud exposure (Nutanix, AWS, Azure).
- ITIL Foundation or higher; Lean Six Sigma Green/Black Belt.
- Experience in managed services, shared services or large-scale telecom/IT operations.
- Familiarity with AIOps/analytics-driven automation.
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.
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 and inclusive organization is core to our values at Ericsson, that's 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 Employer. learn more.
Primary country and city: India (IN) || Bangalore
Req ID: 781904
Top Skills
Capacity Planning
Data Analytics
Financial Structures
Forecasting Tools
Merlin
Srm Process
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Planned smart‑green New Town with wide roads, parks and malls, minutes from the airport and close to Salt Lake’s IT hub. Eco Park and business parks like Ecospace add leisure and convenience for families and professionals.
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