Service Delivery Manager

About the role

Ericsson is seeking an experienced Service Delivery Manager to own end‑to‑end customer support delivery. You will ensure contractual compliance, operational excellence, and high customer satisfaction while leading delivery teams and managing financial performance.

Key responsibilities

• Own customer relationships and ensure service delivery aligns with contracts and SLAs.
• Develop and maintain procedure manuals in collaboration with customers.
• Drive contract retention and manage escalations to resolution.
• Monitor financial aspects of contracts, including PO bookings, revenue recognition, and margin management.
• Optimize costs and meet financial targets using budget tools.
• Accept, secure, and deliver against operational and technical KPIs.
• Coordinate with Support, Repair, and Operations teams to ensure consistent delivery.
• Lead resource planning, competence development, and identify add‑on sales opportunities.
• Ensure compliance with occupational health and safety regulations.

Required profile

• Bachelor’s degree in Computer, Electronics & Communication, or Telecommunications Engineering.
• Minimum 15 years of experience in service delivery and contract lifecycle management.
• Strong financial acumen with experience in PO bookings, revenue recognition, and cost optimization.
• Proven ability to engage senior stakeholders and manage third‑party providers.

Required skills

• ITSM frameworks
• ENM (Ericsson Network Manager)
• OSS/BSS environments