About this opportunity:
The Managed Services Delivery Manager is accountable for the end-to-end delivery of contracted managed services for assigned customers. The role ensures that services are delivered safely, reliably, efficiently, and in line with contractual commitments, customer expectations, Ericsson governance, and agreed business outcomes.
The role leads cross-functional delivery teams across operations, service management, engineering, suppliers, and customer stakeholders. It drives service performance, operational excellence, continual improvement, risk management, and customer satisfaction throughout the service lifecycle.
Key responsibilities
This role is aligned with Ericsson's Service Delivery Management job family and managed-services delivery model, including data-driven, AI-enabled operations through the Ericsson Operations Engine.
- Own delivery governance for assigned managed-services contracts, including service performance, operational reviews, risks, issues, dependencies, and improvement plans.
- Act as the primary operational interface for the customer and ensure transparent communication on service performance, incidents, problems, changes, risks, and business priorities.
- Lead service reviews and governance forums with customers, internal stakeholders, partners, and suppliers.
- Ensure delivery against agreed service-level agreements, key performance indicators, operational targets, financial commitments, and regulatory requirements.
- Coordinate incident, problem, change, and crisis-management activities, ensuring timely escalation and effective restoration of service.
- Drive continual service improvement through automation, standardisation, analytics, AI-enabled operations, process optimisation, and lessons learned.
- Maintain delivery readiness, operational plans, resource alignment, competence coverage, and business-continuity arrangements.
- Identify delivery risks and opportunities; define mitigation actions and track them to closure.
- Ensure accurate operational reporting, service-performance analysis, forecasting, and executive-level communications.
- Support contract compliance, commercial governance, invoicing accuracy, cost control, and delivery-margin improvement in collaboration with account and commercial teams.
- Lead or contribute to transition, transformation, service expansion, renewal, and change initiatives.
- Promote a strong culture of customer focus, accountability, quality, safety, security, ethics, and continuous improvement.
- Ensure that operational activities comply with Ericsson policies, information-security requirements, local regulations, and relevant customer obligations.
Join our Team
Required qualifications and experience
- Bachelor's degree in telecommunications, information technology, engineering, business, or a related discipline; equivalent professional experience may be considered.
- 10+ years of proven experience in managed services, telecommunications, IT service management, network operations, cloud operations, or a comparable service-delivery environment.
- Experience managing complex, multi-vendor, multi-technology, or geographically distributed operations for business & operational critical solutions.
- Demonstrated experience managing service-level agreements, operational KPIs, customer governance, escalations, and continual improvement.
- Strong understanding of ITIL or comparable service-management principles.
- Experience leading cross-functional teams and influencing stakeholders without direct authority.
- Experience with operational reporting, financial awareness, risk management, and performance improvement.
- Strong written and verbal communication skills, including the ability to present to senior customer and internal stakeholders.
- Professional fluency in English; additional local-language capability is an advantage.
Preferred qualifications
- Experience in Ericsson managed services for cloud, enterprise IT, or Business and Operational Support Systems (BSS & OSS).
- ITIL, PMP, PRINCE2, Lean Six Sigma, Agile, or equivalent certification.
- Experience with automation, artificial intelligence, analytics, AIOps, or Ericsson Operations Engine practices.
- Experience managing major incidents, business continuity, service transitions, or operational transformations.
- Commercial and contract-management experience in a customer-facing delivery role.
Core competencies
- Customer and business focus
- Service-delivery leadership
- Operational and strategic thinking
- Decision-making under pressure
- Stakeholder and relationship management
- Problem solving and structured analysis
- Financial and commercial awareness
- Change leadership
- Collaboration across cultures and organisational boundaries
- Integrity, accountability, and safety leadership
Success measures
- Achievement of contractual service-level and operational performance targets
- Customer satisfaction, trust, and governance effectiveness
- Timely resolution of incidents, problems, risks, and escalations
- Improved service stability, productivity, automation, and cost efficiency
- Delivery of continual-improvement and transformation commitments
- Effective resource, supplier, financial, and compliance management
- Strong audit, security, safety, and business-continuity performance
Reporting and interfaces
The Managed Services Delivery Manager typically reports to the relevant service-line, service-delivery or operations leader and works closely with:
- Customer representatives and account teams
- Network, Cloud, BSS&OSS and Operations delivery units
- Service assurance, transition, transformation, and improvement teams
- Commercial, finance, procurement, legal, security, and quality functions
- Strategic suppliers and subcontractors
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: 790368
Skills Required
- Bachelor's degree in telecommunications, information technology, engineering, business, or a related discipline, or equivalent professional experience
- 10+ years of experience in managed services, telecommunications, IT service management, network operations, cloud operations, or a comparable service-delivery environment
- Experience managing complex, multi-vendor, multi-technology, or geographically distributed operations
- Experience managing service-level agreements, operational KPIs, customer governance, escalations, and continual improvement
- Strong understanding of ITIL or comparable service-management principles
- Experience leading cross-functional teams and influencing stakeholders without direct authority
- Experience with operational reporting, financial awareness, risk management, and performance improvement
- Strong written and verbal communication skills, including presentations to senior stakeholders
- Professional fluency in English
- Experience in Ericsson managed services for cloud, enterprise IT, or BSS and OSS
- ITIL, PMP, PRINCE2, Lean Six Sigma, Agile, or equivalent certification
- Experience with automation, artificial intelligence, analytics, AIOps, or Ericsson Operations Engine practices
- Experience managing major incidents, business continuity, service transitions, or operational transformations
- Commercial and contract-management experience in a customer-facing delivery role
- Additional local-language capability
What the Team is Saying
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Ericsson Compensation & Benefits Highlights
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Healthcare Strength — U.S. job postings describe multiple medical plan options (including PPO and HSA‑eligible HDHP) plus dental and vision, aligning with a comprehensive medical suite. Corporate materials also emphasize wellbeing resources and EAP support.
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Retirement Support — Company communications and U.S. materials reference market‑competitive retirement benefits, including a 401(k) with automatic employer contributions and additional matching. Investor and benefits materials signal a structured approach to total rewards that includes long‑term savings programs.
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Parental & Family Support — U.S. and EWS guides and postings highlight paid maternity and parental/adoption leave at full pay, alongside structured short‑term disability at full pay for defined weeks by tenure. These programs are positioned as part of a family‑friendly, work‑life‑balance offering.
Ericsson Insights
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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