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
• 8 years of experience in managed services, with strong expertise in the MS delivery model, EOE framework, associated processes, best practices, audit frameworks, and operational metrics.• Well-versed in key managed services delivery challenges, AAA capabilities, process automation and optimization, along with a conceptual understanding of ANO.• Experience in managing senior stakeholders, leading process improvement initiatives, and tracking and reporting progress on those improvements.• BSc/BTech/BE or equivalent degree.• 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.• Six Sigma / Lean training and implementation experience.Working knowledge of relevant ISO Standards.
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.
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 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) || Noida
Req ID: 779081
Skills Required
- 8 years of experience in managed services with strong expertise in MS delivery model and EOE framework
- BSc/BTech/BE or equivalent degree
- 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 ANO methodologies
- Working knowledge of MSDP tool suite, BPMS, Automation, AI/ML & Analytics
- Experience identifying automation and AAA opportunities and working with BPMS and AAA teams
- Experience managing senior stakeholders and leading process improvement initiatives
- Six Sigma / Lean training and implementation experience
- Working knowledge of relevant ISO standards
- Ability to perform and explain process frameworks, conduct audits, gap analysis, and report process KPIs
- Experience in contract-level process governance and MA support activities
What the Team is Saying
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Ericsson Compensation & Benefits Highlights
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Healthcare Strength — Comprehensive medical, dental, vision, and mental‑health options are positioned as core benefits with multiple plan choices in key markets. Official materials explicitly emphasize healthcare breadth as part of “Life at Ericsson.”
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Retirement Support — 401(k) with employer matching in the U.S., pensions in some regions, and broad access to an ESPP indicate strong long‑term financial support. Company filings and AGM materials describe share programs and post‑employment benefits as ongoing pillars of the package.
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Leave & Time Off Breadth — Paid time off, sick leave, holidays, and paid volunteer time are highlighted alongside generous parental leave in various locations. Time‑off entitlements are presented as a strong component of the total rewards offering.
Ericsson Insights
What We Do
Ericsson builds the digital connectivity the world relies on. Our technology underpins the mobile networks, platforms, and systems that billions of people, businesses, and societies depend on every day. We are a global leader in communications technology, delivering mobile network infrastructure, cloud software, and wireless connectivity solutions for service providers and enterprises worldwide. Our networks support connectivity across 180+ countries, helping power everyday communication as well as critical digital services at global scale. Connectivity has evolved far beyond consumer mobile use. Today, nearly 80% of the world’s population accesses the internet via mobile networks, and Ericsson is helping shape what comes next. We are advancing 5G and 5G Advanced, developing network APIs that open connectivity to the global developer ecosystem, and applying automation and AI to make networks more intelligent, efficient, and resilient. Ericsson was the first company to launch live 5G networks on five continents, and our 5G platform is now commercially live in 150+ networks across 60+ countries. We also support more than 36,000 enterprise customers, enabling secure, high-performance connectivity for industries such as manufacturing, aviation, logistics, utilities, and public safety, where reliability and performance are mission critical. Innovation is central to how we work. Ericsson has approximately 28,000 employees in research and development, backed by one of the strongest intellectual property portfolios in the industry with 60,000+ granted patents. Our engineers, researchers, and technologists work across 100+ global R&D sites, helping define how networks evolve and how digital infrastructure is built for the long term. As the world moves toward a mobile-first, AI-powered, and cloud-driven future, connectivity becomes the foundation for digital transformation across every industry. Ericsson is building that foundation, shaping the future of digital connectivity through technology that operates at global scale and supports real-world impact, today and for what comes next.
Why Work With Us
Ericsson is a place for people who want to work on technology that powers everyday life. You’ll contribute to large-scale systems used every day, tackle complex challenges in live environments, and keep developing your skills and career in your own vision.
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