The purpose of the MS Delivery Manager is to secure delivery performance, in alignment with the Business Case and BA MS Targets. This role is responsible for delivery of the accounts assigned to them. The role manages the virtual teams in a metrics organization to deliver on the committed SLAs and WLAs. The MSDM plays a key role in the success of the account and is an extension to the management. This involves the operation management as well as the relationship management with the stakeholders. MS Delivery Manager is responsible to initiate improvement plans should deviations be detected in collaboration with delivery stakeholders.
What you will do:
- Responsible to drive operational and financial performance in accordance with the WLA, covering both service delivery performance and customer's infrastructure performance.
- Responsible to secure that the quality and cost of the services delivered by the SDU are in accordance with the expected levels agreed through WLA for MS Network.
- Build trust with the MSCLT, focus on productivity and efficiency of global deliveries. Build strong collaboration and team-spirit across the delivery teams to enable performance towards overall account targets. Develop and maintain excellent relationships with both internal and external customers.
- Ensure optimal team dimensioning with respect to the scope of delivery.
- Responsible for Operational Management: Ensure that the Service Delivered by the Operations teams is compliant as per the contractual SLAs and drive Operational Excellence end to end. Monitor and report on the operational and financial performance of the Service Delivery Unit for a specific customer.
- Responsible for Internal Governance for MS Contracts to monitor that costs booked to a contract are in-line with WLA and delivery performance is meeting required WLA targets. Report to MSCLT on the operational performance and infrastructure KPI, according to the report requirements stated on the local or global WLA.
- Responsible for Contract Transformation & Handover: Operational preparedness for the new contracts / Change request for running contracts. Manage the hand-over of resources, services and activities to the global delivery unit to fulfill or expand the WLA scope, securing the availability of the required capacity and the operational readiness of global delivery organization.
- Ensure the delivery units are working in complete alignment with MS EOE processes and Ericsson standard tools (including MSDP).
- Drive Service Delivery Efficiency programs (SDE) through implementation of automations.
- Initiate and drive improvement plans to correct operational or financial performance deviations towards the global benchmark and targets.
- Identify delivery performance quality of Customer network, initiate and drive solutions from Ericsson Product Catalog which generate add on sales (i.e. patches, upgrades, new solutions).
- Identify delivery performance issues related to current scope of delivery (i.e. increase Service Functions, Service Elements, Tools and Processes) and address them in the governance with the MSCLT.
What you will bring:
- Proven experience in operational delivery and account management, with responsibility for SLAs and WLAs.
- Strong capability to manage virtual teams in a metrics-driven organization and to drive productivity and efficiency of global deliveries.
- Experience in monitoring and reporting operational and financial performance, and in ensuring services comply with contractual SLAs.
- Ability to build and maintain strong internal and external stakeholder relationships and to act as an extension of account management.
- Practical experience with contract transformation, handover and operational preparedness for new or changed contracts.
- Familiarity with governance of contract costs and delivery performance against WLA targets.
- Experience driving improvement plans and service delivery efficiency programs, including automation initiatives.
- Commercial awareness to identify and propose solutions from product catalogs that generate add-on sales.
- Strong problem-solving skills to identify delivery performance issues and address them through governance and operational changes.
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.
What happens once you apply? Click Here to find all you need to know about what our typical hiring process looks like.Encouraging a diverse and inclusive organization is core to our values at Ericsson, that's why we champion it in everything we do. We truly believe that by collaborating with people with different experiences we drive innovation, which is essential for our future growth. We encourage people from all backgrounds to apply and realize their full potential as part of our Ericsson team. Ericsson is proud to be an Equal Opportunity Employer. learn more.
Primary country and city: Saudi Arabia (SA) || Riyadh
Req ID: 780615
What We Do
Ericsson builds the digital connectivity the world relies on. Our technology underpins the mobile networks, platforms, and systems that billions of people, businesses, and societies depend on every day.
We are a global leader in communications technology, delivering mobile network infrastructure, cloud software, and wireless connectivity solutions for service providers and enterprises worldwide. Our networks support connectivity across 180+ countries, helping power everyday communication as well as critical digital services at global scale.
Connectivity has evolved far beyond consumer mobile use. Today, nearly 80% of the world’s population accesses the internet via mobile networks, and Ericsson is helping shape what comes next. We are advancing 5G and 5G Advanced, developing network APIs that open connectivity to the global developer ecosystem, and applying automation and AI to make networks more intelligent, efficient, and resilient.
Ericsson was the first company to launch live 5G networks on five continents, and our 5G platform is now commercially live in 150+ networks across 60+ countries. We also support more than 36,000 enterprise customers, enabling secure, high-performance connectivity for industries such as manufacturing, aviation, logistics, utilities, and public safety, where reliability and performance are mission critical.
Innovation is central to how we work. Ericsson has approximately 28,000 employees in research and development, backed by one of the strongest intellectual property portfolios in the industry with 60,000+ granted patents. Our engineers, researchers, and technologists work across 100+ global R&D sites, helping define how networks evolve and how digital infrastructure is built for the long term.
As the world moves toward a mobile-first, AI-powered, and cloud-driven future, connectivity becomes the foundation for digital transformation across every industry. Ericsson is building that foundation, shaping the future of digital connectivity through technology that operates at global scale and supports real-world impact, today and for what comes next.
Why Work With Us
Ericsson is a place for people who want to work on technology that powers everyday life. You’ll contribute to large-scale systems used every day, tackle complex challenges in live environments, and keep developing your skills and career in your own vision.
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