Service Owner

About the role

This position sits within Mobile Financial Services, where technology is used to advance financial access and deliver meaningful outcomes at scale. The platform supports millions of transactions every day across payments, transfers, savings, and lending.

The Service Owner serves as the main link between the customer and the Ericsson delivery organization. The role is focused on maintaining service quality, keeping operations stable, and driving ongoing improvements. It requires close coordination with SDU, MSCOO, Service Architecture, Reliability, and Improvement teams.

Key responsibilities

• Serve as the main point of contact for the customer on the assigned service.
• Take ownership of the service across its full lifecycle.
• Work in alignment with SDU, MSCOO, Architecture, and Reliability teams.
• Oversee service governance and overall performance.
• Maintain compliance with SLAs and KPIs.
• Lead program management and demand management activities.
• Ensure delivery stays aligned with the customer’s business goals.
• Act as the lead contact during incidents and change activities.
• Confirm correct severity assessment and SLA compliance during incidents.
• Support proper governance for change handovers.
• Guide the planning and design of new or updated services.
• Promote automation and efficiency gains.
• Use AI/ML and analytics to improve service performance.
• Build a strong understanding of the customer, contract, and service environment.
• Develop and maintain productive stakeholder relationships.
• Deliver service reviews and share actionable insights.

Requirements

• Background in managed services or service delivery.
• Solid working knowledge of ITIL practices.
• Prior experience in a customer-facing service ownership role.
• Understanding of how AI/ML and automation can be used in operations.
• Strong stakeholder management capability.
• Analytical problem-solving approach with a focus on continuous improvement.
• Excellent verbal and written communication skills.

Why this role stands out

You will have the opportunity to apply your skills and imagination to meaningful challenges, contribute to innovative solutions, and work alongside a diverse team of innovators. The environment is challenging, collaborative, and focused on shaping what comes next.

Equal opportunity and hiring process

Ericsson encourages applications from people of all backgrounds and values diversity and inclusion as core principles. The company is an equal opportunity employer and supports applicants in reaching their full potential. Details about the standard hiring process are available through the employer’s recruitment information.

Location

Accra, Greater Accra Region, Ghana.

Reference

Req ID: 786443.