About this Opportunity

Are you ready to lead one of Ericsson’s most dynamic and high-impact service delivery engagements? As a Service Delivery Manager (SDM), you will be at the forefront of managing customer relationships, ensuring seamless service execution, and driving operational excellence. This role is pivotal in one of Ericsson’s largest and fastest-growing BSS/Charging deployments with a top-tier telecom customer.

You will be responsible for the end-to-end delivery of customer support services, ensuring SLA compliance, financial performance, and customer satisfaction. You’ll also play a strategic role in identifying new business opportunities and supporting the sales process, all while upholding Ericsson’s commitment to environmental, health, and safety standards.

What You Will Do

• Lead cross-functional teams to ensure high-quality service delivery and continuous improvement.
• Build and maintain strong customer relationships, acting as the primary point of contact for service-related matters.
• Identify and drive add-on sales opportunities in collaboration with the Account team.
• Manage escalations, emergency incidents, and high-visibility issues with precision and urgency.
• Ensure accurate root cause analysis (RCA) and follow-up for all incidents.
• Oversee the performance of customer support engineers and coordinate with global support, product teams, and third-party vendors.
• Ensure compliance with Ericsson’s processes, tools, and EHS (Environment, Health & Safety) standards.
• Contribute to strategic planning for contract retention and service growth.

The Skills You Bring

• Bachelor’s degree in engineering or a related field.
• 6+ years of experience in telecom service delivery, preferably with Ericsson BSS/Charging solutions.
• Strong leadership and stakeholder management skills.
• Proven ability to manage budgets, financial performance, and operational KPIs.
• Excellent communication, negotiation, and problem-solving abilities.
• Experience in managing change and driving process improvements.
• Customer-centric mindset with a proactive and collaborative approach.
• Familiarity with the Ericsson Service Delivery Model, as main role will consist of deploying UDM, Activation and Data Migration around the world
• Knowledge of AI, data analytics, and machine learning is a plus.