Lead ITIL-based Continuous Service Improvement and automation initiatives to improve service performance, SLAs, and customer experience. Drive RCA, automation design/implementation, process standardization, stakeholder governance, and benefits realization across infrastructure, security, vendors, and customers.
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.
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.
Top Skills
Active Directory
Admt
Adsi
Aiops
Automation Anywhere
AWS
Azure
Blue Prism
Citrix
Dhcp
Dns
Excel
Group Policy
Group Policy Management Console (Gpmc)
Iis
Java
Netscaler (Citrix Adc)
Nutanix
Power Automate
Power BI
Powershell
Python
Rpa
Tableau
Uipath
Vmware Esxi
Vsphere
Windows Server
Similar Jobs at Ericsson
Cloud • Information Technology • Internet of Things • Machine Learning • Software • Cybersecurity • Infrastructure as a Service (IaaS)
Develop and maintain AIOps platform modules; collect, clean, and transform monitoring data; build automation scripts; support incident analysis and root cause investigations; participate in code reviews and design sessions while gaining skills in observability, cloud, and ML/AI concepts.
Top Skills:
AWSAzureBashContainersDhcpDnsGCPGitlabGoHypervisorIpsecJenkinsKafkaKubernetesLinuxMongoDBNetwork NamespacesPostgresPrometheusPythonRedisRest ApisRoutingSoftware Defined Networking (Sdn)SQLSwitchingTcp/IpVirtual Machines
Cloud • Information Technology • Internet of Things • Machine Learning • Software • Cybersecurity • Infrastructure as a Service (IaaS)
As a DevOps Engineer, you will build and maintain infrastructure, implement automation tools, and ensure continuous integration and deployment processes.
Top Skills:
AnsibleApi GatewaysAtlassian ConfluenceBashCassandraDockerElasticsearchElkGitlabGoogle Cloud PlatformGrafanaHaproxyIp NetworkingJenkinsJIRAKubernetesLinuxLoad BalancingMavenMySQLNexusPrometheusPythonRabbitMQReverse ProxiesSonarqubeTerraformZabbix
Cloud • Information Technology • Internet of Things • Machine Learning • Software • Cybersecurity • Infrastructure as a Service (IaaS)
Define and drive technology and AI/ML architecture as part of the architecture board. Provide technical guidance to teams, evaluate and integrate emerging technologies (including RAG/NLP), and lead design and implementation of scalable multi-cloud solutions.
Top Skills:
Java,J2Ee,Python,Ansible,Microservices,Api Design Patterns,Webservices,Devops,Kubernetes,Docker,Jira,Messaging,Security,Elasticsearch,Aws,Azure,Google Cloud Platform,Rag,Nlp,Language Modelling,Sentiment Analysis
What you need to know about the Sydney Tech Scene
From opera to comedy shows, the Sydney Opera House hosts more than 1,600 performances a year, yet its entertainment sector isn't the only one taking center stage. The city's tech sector has earned a reputation as one of the fastest-growing in the region. More specifically, its IT sector stands out as the country's third-largest, growing at twice the rate of overall employment in the past decade as businesses continue to digitize their operations to stay competitive.
