Service Architecture Manager leading USD 5M strategic budget governance and strategic programs across service management. Aligns investment, resources, and delivery commitments to business outcomes while driving automation, analytics, AI, and machine learning initiatives that improve service efficiency and scalability. Partners across service and market organizations to strengthen governance and realize planned results.
Hi, I’m
RISHMINDER SINGH SIDHU
Program & Service Delivery Management
Delhi NCR
Summary
Overview
1
Language
20
years of professional experience
Work History
ERICSSON
Service Architecture Manager
06.2023 - Current
Job overview
- Manage a USD 5M Service Line Operate R&D/ Strategic budget, ensuring investment alignment with strategic priorities and delivery of planned business outcomes.
- Managed and governed strategic programs across Service Management organization, aligning budget, resources, delivery commitments and expected outcomes.
- Drive transformation initiatives focused on industrialization, automation, analytics, Artificial Intelligence and Machine Learning to improve service delivery efficiency and scalability.
- Drove transformation initiatives in industrialization, automation, analytics, artificial intelligence and machine learning to enhance service delivery efficiency and scalability.
- Work across service and market organizations to align strategic initiatives, delivery priorities and operational outcomes.
- Provided governance and oversight for strategic initiatives, ensuring financial alignment, tracking delivery progress and realizing intended outcomes.
ERICSSON
Senior Domain Manager — Packet Core
05.2020 - 05.2023
Job overview
- Led and mentored a technical delivery organization responsible for 24x7 Packet Core service delivery across 6 countries and 3 continents.
- Managed delivery across Packet Core platforms (SGSN, MME, EPG, IPWorks, PCC, PCG) to ensure seamless service integration.
- Ensured operational performance against customer commitments, consistently meeting and exceeding Service Level Agreements (SLAs).
- Led customer-facing service management initiatives to drive operational performance improvements and enhance client satisfaction.
- Managed operational escalations and cross-functional coordination to ensure timely resolution of customer and service issues.
- Coordinated across technical domains, delivery organizations and customer stakeholders to maintain service quality and customer confidence.
- Coordinated across technical domains and delivery organizations to uphold service quality and strengthen customer confidence.
- Key Achievement — Galactic Award, H2 2021
- Received the Galactic Award for exceptional team leadership and delivery management while successfully navigating a 70% team attrition rate during H2 2021 and maintaining service delivery performance.
Vietnamobile
Special Advisory Role
08.2021 - 09.2021
Job overview
- Collaborated with Managed Services COO to enhance delivery performance and customer perception by assessing and refining Managed Services organization.
- Engaged with customers to clarify expectations and pinpoint opportunities for improved service alignment and delivery quality.
- Guided delivery teams in adopting customer-centric service management and deepening understanding of customer needs.
Ericsson
Managed Services Delivery Manager
03.2014 - 04.2020
Job overview
- Managed overall performance of Managed Services accounts covering Telco Cloud and Virtualized Core environments.
- Owned operational performance, process adherence and Continual Service Improvement (CSI) across the service.
- Managed the financial viability of the contract and drove operational efficiency through automation, process improvement and resource-utilization optimization.
- Established and managed working level agreements (WLAs) to align local and global delivery organizations on service expectations.
- Led customer governance, operational reviews, action tracking and closure of delivery commitments.
- Managed transition and handover of resources, services and activities to Global Centers, ensuring adequate capacity and support infrastructure.
- Monitored operational SLAs, identified deviations through trend analysis, and implemented corrective action plans to ensure service compliance.
- Monitored customer satisfaction and developed improvement plans to enhance service perception and customer experience.
- Led strategic workstreams and service improvement initiatives to enhance operational performance and delivery efficiency.
- Key Achievement — Managed Services Organization Transformation
- Led the creation of an As-a-Service Managed Services organization, a first-of-its-kind setup within Ericsson, from October 2017 to March 2018.
- Established the operating model and created/tailored processes to support the transition from traditional Managed Services to an As-a-Service delivery model.
- Developed and implemented new ways of working while preparing teams for customer-centric As-a-Service delivery.
- Additional Responsibility — COO, Managed Services Airtel Account | June 2015 – October 2015
- Held additional responsibility for Managed Services delivery for Airtel Burkina Faso.
- Led a team of 50 employees responsible for delivering services in accordance with contractual commitments.
- Acted as Ericsson's key interface with the Airtel Network Director and Managing Director for projects, operational issues and escalations.
- Ensured delivery from the remote organization was aligned with agreed Working Level Agreements.
Ericsson
Senior Engineer — 2nd Level Assurance, RAN | SPOC — Airtel Africa
04.2010 - 02.2014
Job overview
- Held end-to-end responsibility for Airtel Africa RAN network delivery and acted as a key point of contact for RAN-related service issues and escalations.
- Coordinated cross-domain efforts with local teams and technical organizations to enhance service delivery.
- Managed cross-domain coordination with local teams and technical organizations to improve service delivery.
- Troubleshot Radio Network KPIs and resolved service-impacting issues to ensure optimal network performance.
- Front-ended customer and internal escalations, coordinating technical teams to drive issue resolution and service restoration.
- Managed customer and internal escalations, coordinating technical teams to ensure timely issue resolution and service restoration.
Ericsson Nigeria
HUB Manager, Managed Services Airtel Account
05.2013 - 11.2013
Job overview
- Managed multi-domain team across MPBN, RAN, and Transmission during Managed Services setup, ensuring alignment with project goals.
- Led team operations and escalated customer concerns to Managed Services IP and stakeholders, enhancing communication and issue resolution.
- Developed Work Instructions and Workflows to standardize operational processes, promoting consistency and efficiency.
Ericsson Ghana
Knowledge Transfer Lead — Airtel Africa
04.2012 - 05.2012
Job overview
- Led onsite knowledge transfer for Airtel Ghana and acted as the Global Service Center India counterpart for knowledge transfer activities across other operating companies.
- Managed application testing, validated knowledge transfer, and ensured operational readiness for seamless service delivery.
- Facilitated transition to offshore delivery and implemented parallel operations, enhancing service continuity and stakeholder satisfaction.
- Key Achievement: RAN team was the first team to go live for parallel operations, receiving customer/stakeholder appreciation for successful transition execution.
ALUMS
Subject Matter Expert — TEC
12.2009 - 03.2010
Job overview
- Analyzed and maintained BSC and BTS network elements to ensure optimal performance.
- Supported new cell-site integration, carrier upgrades, BTS swap-outs and other network deployment activities.
- Coordinated with vendors on escalated technical issues and supported resolution of network problems.
- Coordinated with vendors on escalated technical issues, facilitating resolution of critical network problems.
- Supported integration of new cell sites, carrier upgrades, and BTS swap-outs to enhance network deployment efficiency.
IDEA CELLULAR / SPICE PUNJAB
Network Engineer
07.2006 - 11.2009
Job overview
- Managed operations and maintenance of GSM 900 cellular network for Bathinda region, ensuring reliable service availability.
- Led a team of 6 engineers supporting network operations and maintenance.
- Managed troubleshooting, installation and integration of Motorola and ZTE BSS equipment.
- Supported transmission infrastructure including NEC, Comba, ZTE, Siemens and Tejas equipment.
- Served as Network Department customer interface for service complaints, coordinating resolution with performance teams to enhance customer satisfaction.
- Coordinated with infrastructure vendors to ensure timely site maintenance and operational readiness, minimizing downtime.
Education
Guru Teg Bahadur Khalsa Institute of Engineering & TechnologyMalout
B.Tech. from Electronics & Communication Engineering
01-2006
University Overview
- Distinction
- GPA: 75.73%
Skills
Packet Core
Telco Cloud
Virtualized Core
Mobile Networks
Automation
Program Delivery
Change Management
Stakeholder Management
Service Delivery
Governance & Reporting
Strategic Programs
Service Transition
Continuous Service Improvement
Operational Excellence
AI/ML
PROFESSIONAL EXPERIENCE
PROFESSIONAL EXPERIENCE
- Key Achievement — Galactic Award, H2 2021, Received the Galactic Award for exceptional team leadership and delivery management while successfully navigating a 70% team attrition rate during H2 2021 and maintaining service delivery performance.
- Key Achievement — Managed Services Organization Transformation, Led the creation of an As-a-Service Managed Services organization, a first-of-its-kind setup within Ericsson, from October 2017 to March 2018.
Timeline
Service Architecture Manager
ERICSSON
06.2023 - Current
Special Advisory Role
Vietnamobile
08.2021 - 09.2021
Senior Domain Manager — Packet Core
ERICSSON
05.2020 - 05.2023
Managed Services Delivery Manager
Ericsson
03.2014 - 04.2020
HUB Manager, Managed Services Airtel Account
Ericsson Nigeria
05.2013 - 11.2013
Knowledge Transfer Lead — Airtel Africa
Ericsson Ghana
04.2012 - 05.2012
Senior Engineer — 2nd Level Assurance, RAN | SPOC — Airtel Africa
Ericsson
04.2010 - 02.2014
Subject Matter Expert — TEC
ALUMS
12.2009 - 03.2010
Network Engineer
IDEA CELLULAR / SPICE PUNJAB
07.2006 - 11.2009
Guru Teg Bahadur Khalsa Institute of Engineering & Technology
B.Tech. from Electronics & Communication Engineering