EOE Process Governance Manager

About this role

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Skills you'll use

What you'll 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.
• 6 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.

About Ericsson

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