Job Description

About this opportunity

The Senior Service Analyst for Service Line Operate Service Management is a key Individual Contributor position collaborating with the Head of Service Reliability, and a member of BMAS Service-Line Operate Service-Management Team.

The Senior Service-Analyst supports the business and Data Authority strategy and execution providing insight and vision to the organization. Collaborating closely with the other Heads of Department and Individual Contributors to ensure E2E strategy and success of the delivery.

• We believe in trust - we trust each other to do the right things!
• We believe in taking decisions as close to the product and technical expertise as possible!

What you will do

• Trending and analyzing all available metrices on the E2E Service delivery within Service Management to improve how-we deliver service and enhance how we handle data within the environment.
• Understanding Ericsson business direction, interacting with customers and studying industry trends to ensure the E2E SLOP delivery.
• Supporting and consulting for our customers and sales activities to ensure capabilities and requirements are understood and developed to meet customer expectations.
• Ensuring Service Management data and process requirements and needs are appreciated, and processes developed within the wider data management community. Leading development practices from the front.
• The Senior-Service-Analyst for Service-Line-Operate Service Management encourages the organization to maintain a strong reactive, proactive and predictive capability for resolving & anticipating service failures, fixing problems & responding to events by demonstrating data driven operations, automation, data modelling and machine insights, analytics & machine capability to guide fast root cause fixes & predictive maintenance through fully embedded delivery solutions.

On a day-to-day basis, you will work on tasks such as:

• Align Service-Management strategy with Ericsson business priorities, current threat landscape and technology developments;
• Service Delivery modelling transformation roadmap ownership & planning;
• Follow up on market / industry trends and risk, and build insights about business needs;
• Communicate E2E Service Management strategy to relevant stakeholders;
• Govern & drive all stages of development and management to Operations. Ensure Delivery Model testing, transition, quality, knowledge management, maintenance, cleanliness and knowledge management are fully supported within the delivery and dependencies within other organisations are aligned to the requirements.
• By utilising appropriate processes minimize the risk to E/// in containing security incidents;
• Coach and develop leaders to understand the organization requirements
• Develop relations with internal and external stakeholders to initiate actions, provide results and meet customers' expectations.
• Identify and address strategic, tactical and operational risk throughout Ericsson business processes.
• Responsible for implementing service delivery quality strategy and culture;

You will bring

• BE/ B.Tech (Telecommunication/ Computer Science) / MBA
• Years of experience: 10 years and above.
• Education: Bachelor's Degree or equivalent

Business Competence

• Experience in Managed Service Consulting activities.
• Solid grasp & experience in Service Management, Service and Business Analytics.
• Knowledge with ISO/IEC 27k family of standards
• Experience with all Service Management related areas: Incident Mgmt, Smart-Problem Mgmt, Preventative Maintenance, Service Continuity, Field Service, Smart-Reporting, Service Change Mgmt
• Excellent English language skills oral and written.
• Driven by the following behaviours: Data driven, Agile, Automation, Value Focus, Innovation

Human Competence

• Highly developed leadership and change-management skills, influencing and leading by example.
• Self-motivated and works excellent under-pressure.
• High degree of accountability and integrity.
• Ability to simplify, good sense for details as well as high level thought leadership
• Performance and Results oriented with good skills in leading and motivating people and conscious of responsibility and empowerment.
• Highly developed skills in Interpersonal communication and ability to communicate optimally.
• Customer oriented and business minded - has a consultative approach and focus on profitability.
• Analytical with strong problem-solving capability and critical thinking.
• Good conflict leadership skills.

Why join Ericsson?

At Ericsson, youll have an outstanding opportunity. The chance to use your skills and creativity to push the boundaries of whats possible. To build never seen before solutions to some of the world's toughest problems. Youll be challenged, but you won't be alone. Youll 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 nurture 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.

Be where it begins

Welcome to an inclusive, global company where your opportunity to make an impact is endless. Share your most innovative ideas, bring your unique perspective in a speak up environment. With us, you will no longer be dreaming of what the future holds - you will be redefining it at a company where you're empowered to lead and perform at your very best.

Being a part of our team means having the flexibility to take your career in many different directions, but it also means leveraging the supportive structure of a big organization, with clear personal and professional development opportunities.

We believe that great accomplishments deserve great benefits and transparent rewards. We strive to offer competitive, unbiased, and fair rewards for all our people. We empower you to manage your own time and promote flexible working opportunities, along with family-friendly policies.

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