Job Description
About this opportunity:
We are looking for an experienced and results-driven Service Delivery Manager to join Ericsson. In this role, you will be the primary owner of end-to-end customer support delivery, responsible for ensuring full contractual compliance, operational excellence, and sustained customer satisfaction. You will lead delivery teams, drive financial performance, and build strong, long-term relationships with customer stakeholders. This is a high-impact role that combines technical leadership, financial accountability, and strategic customer engagement in a fast-paced, dynamic environment.
Prior experience working within Ericsson's organizational structure and service delivery ecosystem is considered a strong advantage for this position. Familiarity with Ericsson's internal tools, platforms, and operational processes (e.g., ITSM frameworks, ENM, OSS/BSS environments) is highly preferred.
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.
Job Industry
Job Salary Currency
Job Salary Fixed
NoKey Deliverables
• Customer & Contract Management; Own and manage customer relationships, ensuring service delivery is fully aligned with contractual obligations and Service Level Agreements (SLA)
• Develop and maintain Procedure Manuals collaboratively with customers, ensuring operational clarity and compliance
• Drive contract retention strategies and follow established contract management processes
• Take ownership of escalations both customer-initiated and internal and lead resolution through to closure
• Financial Leadership; Maintain a strong understanding of the financial aspects of contracts, including PO bookings, revenue recognition, and margin management
• Utilize budget and cost tools to drive cost optimization and ensure financial targets are met
• Demonstrate business awareness and familiarity with customer support portfolio models and 3PP (Third-Party Provider) tools
• Technical Leadership & Operational Excellence
• Accept, secure, and deliver against operational and technical KPIs in line with contractual requirements
• Work closely with Support and Repair domains and Support Operations Managers to ensure consistent service delivery
• Lead resource planning and competence development strategies aligned with delivery demands
• Collaborate with the Account team to identify add-on sales opportunities and contribute to business growth initiatives
• Ensure full adherence to corporate and local Occupational Health and Safety (OHS) regulations across the delivery team
Essential Qualities
| Essential Qualities |
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• Contract Lifecycle Management end-to-end contract oversight and compliance • Financial Acumen PO bookings, revenue recognition, budget management, cost optimization • Service Delivery Models & Strategy deep knowledge of customer support portfolios and managed services frameworks • Technical KPI Management ability to define, track, and deliver operational and technical SLA/KPI targets • Business Relationship Management – senior stakeholder engagement and customer success orientation • 3PP & Vendor Management experience working with third-party providers and associated tools • Sales Opportunity Creation identifying upsell and cross-sell opportunities in collaboration with Account teams • Data Analysis leveraging data to drive service improvement and informed decision-making • Knowledge Sharing & Collaboration ability to work cross-functionally across support, repair, and operations domains • Occupational Health & Safety awareness of and commitment to OHS standards • Trade Compliance understanding of relevant regulatory and trade compliance requirements |