Service Improvement Manager

Posted date:  Nov 25, 2022

Shah Alam, Selangor Darul Ehsan, Malaysia

About this opportunity

We are now looking for a key member to join our Managed Services team! As a member of our MSIP Operations Assurance team, you will be responsible for the financial, operational and delivery performance of the operations assurance and broadcast operations assignments within a managed services deal. In this role, you will play a valuable role to handle the applicable Working Level Agreements (WLA) and Operating Level Agreements (OLA) with delivery organizations, managing the delivery of operations, ensuring that operations delivery is fulfilling the contracted Service Level Agreement (SLA) and serving as the primary escalation point for critical incident, Broadcast Delivery Operations escalations, and performance reporting towards the customer.


What you will do

  • Manage end-to-end delivery of operations for specific customers, including delivery performance based on SLA, providing performance reporting on customer networks and IS/IT

  • Coordinate any operational interface between delivery units and customers retained organization

  • Act as main customer interface in managing major incidents, providing resolution reporting to customers and escalating the incident as necessary

  • Ensure problem management activities are performed and supported by all delivery organizations

  • Coordinate customer reporting meetings for problem management status

  • Gain customer approval for solutions and/or negotiate penalties in case of customer non-acceptance

  • Plan for preventative maintenance that covers customer requirements, report on any impacts and grant customer approval as necessary

  • Continuously drive for efficiency, improvements and excellence in service delivery


You will bring

  • Education: Bachelor’s Degree in computer Scient, IT, Engineering, Telecommunications or equivalent

  • Min years of experience: 8 - 10 years

  • Demonstrated ability: RAN and Service Delivery Management


Why Join Ericsson?

At Ericsson, you´ll have an outstanding opportunity. The chance to use your skills and creativity to push the boundaries of what´s possible. To build never seen before solutions 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 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.


We are proud to announce Ericsson MALAYSIA have been again officially Great Place to Work Certified™ in 2022. Every year, more than 10,000 organizations from over 60 countries partner with the Great Place to Work® Institute for assessment, benchmarking and planning actions to strengthen their workplace culture and this Certification acknowledges our employees value their employee experience and our workplace culture.

Be where it begins

Our Culture

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.

Learning and Development

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. 

Benefits and Rewards

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.

Click here to find out more about our benefits.

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