Service Delivery Manager at Ericsson

Job ID: 752068

Description
Our Exciting Opportunity:

• We are now looking for a Service Delivery Manager who will be responsible for ensuring the correct and proper delivery of customer support services to our customers.
• In this role, you will be responsible for the Technical and financial performance of delivered customer support services.  
• You will also ensure that agreed margins are achieved whilst delivering Service Level Agreement fulfillment and customer satisfaction.
• The role also includes leading the customer network support engineers’ team and working closely with the competence centers, global support, and product line maintenance teams. 

Responsibilities
You will:

• Responsible for the financial and commercial as well as environment, health and safety (EHS) performance of delivered customer support services
• Collaborate and maintain relationships
• Active contributor in the Sales process, identify new business opportunities and drive Add on Sales, in cooperation with Account team
• Manage the contractual requirements towards the Customer Support organization
• Distribute information to internal partners and call out delivery Issues
• You will stay up to date with financial data
• 24/7 support in emergency situations

Requirements
To be successful in the role you are:

• Minimum of Graduate Degree in Engineering (Telecommunication or IT preferred) or Equivalent
• Minimum of 10 years of working experience and at least 5 years of Service Delivery Management experience.
• E2E knowledge of Telecom Network including Cloud, Core, RAN and Revenue Management Nodes
• Financial analysis skills
• Negotiation and argumentation
• Change and improvement management skills
• You will promote knowledge sharing and mentoring
• Delivering Results & Meeting Customer Expectations
• Presenting & Communicating information
• Responsible for delivering results & meeting customer expectations
• You will drive Entrepreneurial & Commercial Thinking
• Leading & Supervising
• Deciding & initiating action
• You are capable of coping with pressures & setbacks

You should also have:

• Very good leadership and management skills
• Excellent social skills and strong customer orientation
• Self-motivated and teammate.
• Ability to adapt to change
• Ability to work under pressure
• Trade compliance knowledge
• Persuading & Influencing
• Relating & Networking.