Service Owner

About the role

Ericsson is seeking a Service Owner to act as the key interface between the customer and the delivery organization for its Mobile Financial Services platform. The role ensures service excellence, stability and continuous improvement while aligning delivery with customer business objectives.

Key responsibilities

• Serve as the primary customer interface for the assigned service.
• Own end‑to‑end service lifecycle management and governance.
• Ensure SLA/KPI adherence and drive program and demand management.
• Lead incident and change management, guaranteeing correct severity classification and SLA compliance.
• Plan and design new or updated services, promoting automation and AI/ML‑driven optimisation.
• Collaborate closely with SDU, MSCOO, Architecture, Reliability and Improvement teams.
• Maintain deep understanding of the customer contract and provide regular service reviews and insights.

Required profile

• Proven experience in Managed Services or Service Delivery.
• Strong knowledge of ITIL processes.
• Customer‑facing service ownership experience.
• Understanding of AI/ML and automation in operations.
• Excellent communication and stakeholder management skills.

Required skills

• ITIL
• AI/ML concepts applied to service operations
• Automation tools and processes