Responsibilities: Develop, implement, and maintain IT governance frameworks, standards, and policies in alignment with organizational goals, contracted clauses and industry best practices. Own and oversee ITSM processes (Incident, Problem, Change, Configuration, Availability, Capacity, Knowledge, Service Continuity, Performance Management etc.) to ensure that nothing is deviated from agreed SLA/KPI. Monitor and audit process compliance, identifying gaps and driving corrective actions and continuous improvements. Collaborate with cross-functional teams to ensure IT service performance meets or exceeds SLAs and KPIs. Drive service quality and efficiency through process optimization, automation initiatives, and performance analytics. Act as a key liaison between IT operations, security, compliance, and business stakeholders to ensure governance principles are embedded in daily operations. Develop training and awareness programs to promote process adherence and governance culture across teams. Prepare governance reports, dashboards, and executive summaries for senior management and customer stakeholders. Requirements: Bachelor’s or Master’s degree in Information Technology, Computer Science, Telecommunications, or a related field.6–10 years of experience in IT governance, service management, or process improvement within a telecom or IT managed services environment.  Strong knowledge of ITIL frameworks; ITIL Expert or Managing Professional certification is highly desirable.Experience with ITSM tools.Familiarity with standards such as ISO 20000, ISO 27001, or COBIT.Demonstrated ability to lead governance initiatives, audit compliance, and manage process lifecycles.Strong analytical, leadership, and communication skills.

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?

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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.

We are committed to providing reasonable accommodations to all individuals participating in the application and interview process. If you need assistance or to request an accommodation due to a disability please reach out to Contact us 
We are proud to announce Ericsson Bangladesh have been again officially Great Place to Work Certified™ in 2023. Every year, more than 10,000 organizations from over 60 countries partner with the Great Place to Work® Institute for assessment, benchmarking and planning actions to strengthen their workplace culture and this Certification acknowledges our employees value their employee experience and our workplace culture.

Primary country and city: Bangladesh (BD) || Dhaka

Req ID: 766576