Service Owner

About the role

Ericsson is seeking a Service Owner to act as the primary interface between the customer and Ericsson’s delivery organization. The role ensures service excellence, stability, and continuous improvement for Mobile Financial Services.

Key responsibilities

• Act as the primary customer interface for the assigned service.
• Own end‑to‑end service lifecycle management.
• Collaborate with SDU, MSCOO, Architecture, and Reliability teams.
• Govern service performance and ensure SLA/KPI compliance.
• Drive program and demand management activities.
• Align delivery with customer business objectives.
• Lead incident and change management, ensuring proper severity classification.
• Oversee change handover governance.
• Plan and design new or updated services.
• Drive automation and operational efficiency improvements.
• Apply AI/ML and analytics to optimise performance.
• Maintain deep understanding of the customer, contract, and service.
• Build strong stakeholder relationships and provide service reviews with improvement recommendations.

Required profile

• Minimum 9 years of experience in Managed Services, Service Delivery or related field.
• Bachelor’s degree in Engineering or a closely related discipline.
• Strong knowledge of ITIL principles and practices.
• Experience owning customer‑facing services.
• Understanding of AI/ML and automation in operations.
• Strong stakeholder management skills.
• Problem‑solving and continuous‑improvement mindset.
• Excellent communication skills.

Required skills

• ITIL
• AI/ML
• Automation