Infrastructure Delivery Manager at Ericsson

Bengaluru, karnataka, India -

Full Time

Start Date

Immediate

Expiry Date

22 May, 26

Salary

0.0

Posted On

21 Feb, 26

Experience

10 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Continuous Service Improvement (CSI), Automation, ITIL, Lean, Six Sigma, RPA, Power Automate, Windows Server Management, Active Directory, DNS, PowerShell, Python, Stakeholder Management, Citrix Application, NetScaler (Citrix ADC), VMware ESXi

Industry

Telecommunications

Description

Join our Team About the Opportunity We are looking for a Service Delivery Manager (CSI & Automation) to lead initiatives that enhance service quality, operational efficiency, and customer experience. This role combines ITIL-based Continuous Service Improvement (CSI) practices with process excellence and automation to deliver measurable improvements in service performance, cost, and reliability. You will collaborate with multiple teams including Service Delivery, Security, Vendors, and Customers, and report to the Head of Infra Cloud and NFVi Operations. This is a leadership role with no 24x7 shift requirement. What You Will Do Continuous Service Improvement (CSI): Lead CSI initiatives aligned with ITIL, Lean, and Six Sigma frameworks. Improve service performance metrics (CSI/CSAT/NPS, SLA, KPI). Analyze service data and feedback to identify improvement opportunities. Perform RCA and drive corrective/preventive actions. Develop CSI registers, improvement roadmaps, and benefits realization plans. Facilitate service reviews and governance meetings. Drive standardization and best practices across teams. Automation & Process Optimization: Identify and prioritize automation opportunities. Design and implement automation solutions using RPA, scripts, or low-code platforms. Ensure compliance with security and governance standards. Measure and report automation benefits (cost savings, cycle-time improvement). Stakeholder & Governance Management: Act as a bridge between customers, service teams, and automation COEs. Communicate progress, risks, and outcomes to senior leadership. Support audits, compliance reviews, and contractual commitments. Drive change management and adoption of new processes and automation. The Skills You Bring Bachelor’s degree in Engineering, IT, or related discipline of experience in service delivery, CSI, process improvement, or automation. Strong knowledge of ITIL CSI and service management frameworks. Hands-on experience with automation tools (UiPath, Automation Anywhere, Blue Prism, Power Automate) or scripting (Python, PowerShell). Expertise in Windows Server management (Active Directory, DNS, Group Policy). Strong analytical and reporting skills (Excel, Power BI, Tableau). Excellent communication and stakeholder management skills. Citrix Application, NetScaler (Citrix ADC). Strong expertise in Windows Server management (Active Directory, DNS, Group Policy, etc.) Active Directory Services, Active Directory Group Policy Objects (GPO), Group Policy Management Console (GPMC), ADSI (Active Directory Service Interfaces), ADMT (Active Directory Migration Tool), Assign and Publish MSI packages via AD Group Policy, IIS, DHCP, and DNS. Scripting and Automation (PowerShell / Python / Java or other automation tools 10–15 years in Telecom/IT Industry (IT Infrastructure, BSS, Enterprise apps). ITIL Foundation or higher certification. Lean Six Sigma Green/Black Belt. Experience with virtualization (VMware ESXi, vSphere) and cloud technologies (AWS, Azure, Nutanix). Exposure to AI-driven automation, AIOps, or analytics-based service improvement. Leadership and coordination across departments. Strong customer and business focus. Data-driven decision-making and process thinking. Ability to work under pressure, prioritize tasks, and drive change. Excellent interpersonal and conflict management skills.

Responsibilities

This role involves leading Continuous Service Improvement (CSI) initiatives aligned with ITIL, Lean, and Six Sigma frameworks to enhance service performance metrics and drive standardization across teams. Additionally, the manager will identify, design, and implement automation solutions using RPA or scripting while ensuring compliance and reporting on benefits realization.