CDC Service Delivery Lead

Ericsson AB; Bengaluru; On-site; INR 1,500,000 - 2,500,000; Full time

Job summary

Ericsson in India is seeking a Service Delivery Lead to ensure CDC services are delivered reliably, translated into customer value, and continuously improved. You will serve as a bridge between customers and CDC teams, shaping onboarding, governance, and service definitions.

Based in Bangalore, you will build strong relationships, manage SLAs and KPIs, and drive service reviews across global teams to strengthen cybersecurity operations for internal and external clients.

Qualifications

• Experience in IT or cybersecurity service delivery, preferably within a SOC, managed security service or similar operational environment.
• Experience with service management, service ownership or service portfolio management.
• Strong experience in customer and stakeholder management.
• Good understanding of cybersecurity operations and security services.
• Experience working with SLAs, OLAs, KPIs and service performance management.
• Strong communication, coordination and problem-solving skills.
• Ability to translate customer requirements into technical and operational needs.
• Ability to work effectively across teams and cultures in a global organization.
• Professional proficiency in English.

Responsibilities

• Lead and coordinate the delivery of CDC services to internal and external customers.
• Build and maintain strong customer and stakeholder relationships.
• Coordinate onboarding of new organizations and services into CDC.
• Develop and continuously improve the CDC service delivery model.
• Define and maintain services, responsibilities and supporting documentation.
• Develop and maintain the CDC service portfolio and service catalogue.
• Establish and follow up on SLAs, OLAs, KPIs and service performance.
• Translate customer needs into clear service and operational requirements.
• Coordinate dependencies, issues and escalations across CDC teams.
• Drive service reviews and continuous improvement.
• Contribute to CDC Process & Governance initiatives.

Skills

IT service delivery

Cybersecurity operations

Customer management

SLA/OLA/KPI management

English proficiency

Cross-team collaboration

Problem solving

Job description

About This Opportunity

We are looking for a Service Delivery Lead who will help ensure our cyber defense capabilities translate into effective, reliable and continuously improving services. As CDC supports a growing number of internal and external customers, you will be an important link between our customers and CDC teams, helping us understand their needs, manage expectations and build strong, trusted relationships.

Join our Team

Cybersecurity is critical to protecting Ericsson, our operations and the trust our customers place in us. As the threat landscape continues to evolve, our Cyber Defense Center (CDC) plays a key role in strengthening Ericsson’s ability to detect, respond to and defend against cyber threats.

You will also help mature our service delivery model, including customer onboarding, service definitions, governance, service portfolio management and service performance.

The position is based in Bangalore, India.

What You Will Do

• Lead and coordinate the delivery of CDC services to internal and external customers
• Build and maintain strong customer and stakeholder relationships
• Coordinate onboarding of new organizations and services into CDC
• Develop and continuously improve the CDC service delivery model
• Define and maintain services, responsibilities and supporting documentation
• Develop and maintain the CDC service portfolio and service catalogue
• Establish and follow up on SLAs, OLAs, KPIs and service performance
• Translate customer needs into clear service and operational requirements
• Coordinate dependencies, issues and escalations across CDC teams
• Drive service reviews and continuous improvement
• Contribute to CDC Process & Governance initiatives

You will bring

• Experience in IT or cybersecurity service delivery, preferably within a SOC, managed security service or similar operational environment
• Experience with service management, service ownership or service portfolio management
• Strong experience in customer and stakeholder management
• Good understanding of cybersecurity operations and security services
• Experience working with SLAs, OLAs, KPIs and service performance management
• Strong communication, coordination and problem-solving skills
• Ability to translate customer requirements into technical and operational needs
• Ability to work effectively across teams and cultures in a global organization
• Professional proficiency in English

“All academic credentials must be from recognized and accredited institutions and are further subject to verification"

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.

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