Manager - EOE Process Governance

Ericsson; Dadri; On-site; INR 2,500,000 - 4,000,000; Full time

Job summary

Ericsson in Noida, India seeks an experienced EOE Process Governance Manager to drive process autonomy, standardization, and KPI reporting across ANO operations. You will identify automation opportunities, lead audits, and implement best practices to deliver measurable improvements in processes and operations.

The role requires handling senior stakeholders, implementing CSIs, and leveraging Six Sigma, ITIL/Etom, and TMForum ANO frameworks within the SL Operate Service Management domain.

Qualifications

• 10+ years in managed services with 5+ years in line management.
• Knowledge of EOE framework, audit frameworks and operational metrics.
• Experience in process automation, optimization and CSI initiatives.
• Certified in Six Sigma/Lean; ISO standards familiarity.
• ITIL or Etom process framework knowledge; TMForum ANO familiarity.
• Ability to manage senior stakeholders and drive organizational change.

Responsibilities

• Identify automation opportunities to drive process autonomy aligned with ANO ways of working.
• Collaborate with BPMS team to define service flows and AAA use cases.
• Report current state of process autonomy and provide improvement suggestions.
• Develop standardized templates for common processes to speed automation.
• Standardize processes, including Change Management, with metrics and best practices.
• Track AAA capabilities usage and coordinate with SDUs and MA MS teams.
• Engage stakeholders in contract-level process governance and action tracking.
• Conduct gap analyses against standard process frameworks and publish findings.
• Perform quarterly/yearly process audits to correct major deviations.

Skills

Stakeholder management

Automation & AI/ML

BPMS

Six Sigma / Lean

ITIL / Etom

ANO framework knowledge

MSDP tool suite

Education

BSc/BTech/BE or equivalent degree

Tools

MSDP tool suite

BPMS

Job description

Join our Team

About this opportunity

The EOE Process Governance Manager is responsible for driving EOE process-based autonomy to enable ANO ways of working through process standardization, standard process metrics, improvements, audits, analyzing deviations, and reporting KPIs. They are also responsible for identifying automation and AAA opportunities, implementing process improvements and best practices. EOE Process Governance Manager within SL Operate Service Management, reporting to the respective Line Manager within SL Operate Service Management is responsible to deliver value to the customer/stakeholder by increasing the process-based autonomy aligned to ANO wow, analyzing monitoring Process KPI, engaging stakeholders & proposing automated process solutions, driving process improvements to bring value to overall operations & organization.

What you will do

• Identify automation opportunities to drive process-based autonomy aligned with ANO ways of working and ensure AAA teams get detailed feedback on the same.
• Work with the BPMS team to identify opportunities to define service flows for process-based autonomy and implementation of AAA use cases for successful implementation.
• Report on the current state of process-based autonomy and give feedback on existing automation effectiveness while suggesting ideas and actions to improve the same.
• Develop standardized, reusable templates for common processes to accelerate automation and reduce manual intervention.
• Define and drive standardization of the processes (including Change Management) including work instructions, process metrics and global best practices across the board for all operational processes.
• Ensure standardisation through tracking the use of AAA capabilities to automate delivery tasks. Coordinating with the SDUs and MA MS teams for process governance as key component of overall MS governance.
• Ensure contract-level process governance with key management stakeholders at agreed intervals and track improvement actions.MA support activities (KS activities with Operational staff of different MS contracts, Process related Governance and meetings with MSCLT and CU’s etc.)
• Perform regular assessment of actual ways of working of operational teams and maintain notes of scenarios with timelines and stakeholder’s details & Perform and publish gap analysis on actual ways of working with respect to standard process framework, global best practices & policies and defined delivery solution.
• Conduct quarterly/yearly process audits to ensure any major process deviation from EOE framework are reported and corrected through relevant forums.

You will bring

• 10 or more years of experience in managed services, including at least 5 years in line management with a strong understanding of related policies and procedures.
• Knowledge on EOE framework, associated processes and audit frameworks, operational metrics, AAA capabilities, process automation and optimization, and possess a conceptual understanding of ANO.
• Expertise to manage senior stakeholders effectively, drive organizational change, and lead CSI initiatives that deliver measurable improvements in processes and operations
• Six Sigma / Lean training and implementation experience. Working knowledge of relevant ISO Standards. Managed Services hands-on experience within NOC/ MSCLT.
• Trained or certified on the process framework of ITIL and/or Etom. Excellent knowledge of TMForum ANO framework and various ANO methodologies.
• Ability to explain relevant Process frameworks.Working knowledge of MSDP tool suite and Automation, AI/ML & Analytics, BPMS etc.
• BSc/BTech/BE or equivalent degree.

"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.

Primary country and city: India (IN) || Noida