About this opportunity:
We are hiring a Service Delivery Line Manager at Ericsson. In this role, you will own end-to-end service delivery for our customer, ensuring high-quality execution and strong customer value. You will also support service sales by effectively leveraging the unit's resources. Leading a delivery team and working closely with our internal workforce and ARPs/ASPs, you will partner with stakeholders across Ericsson to drive both operational excellence and business growth. We are a diverse, inclusive team that values integrity, collaboration, and continuous improvement, and we welcome people from all backgrounds to realize their full potential at Ericsson.
You will:
- Lead your area in the line organization, building a productive, engaged, and inclusive work environment.
- Apply Ericsson's service delivery processes, models, and strategies to secure consistent, predictable delivery.
- Balance cost, technology, customer perception, team situation, competence gaps, and stakeholder needs when setting goals and priorities.
- Naturally enjoy challenges such as driving execution, resolving conflicts, managing change, and continuously improving ways of working.
- Have clear impact from day one, with expectations such as:
- First 3 months: Understand the business context, define clear, realistic goals for your team, build trust, and establish strong communication with members and stakeholders.
- First 6 months: Encourage, coach, and monitor the team's progress, consolidating best practices in delivery, collaboration, and performance.
- First 12 months: Achieve visible improvements in team delivery, customer satisfaction, competence, and ways of working, and be proud of the team's growth and outcomes.
At Ericsson, encouraging a diverse and inclusive organization is core to our values. We believe that by collaborating with people with different experiences, we drive innovation and secure our future growth. Ericsson is proud to be an Equal Opportunity and Affirmative Action employer.
What you will do:
- Ensure service delivery execution to meet or exceed defined KPIs, SLAs, and targets, securing customer value and satisfaction.
- Drive and support services sales, providing delivery insights, forecasts, and solution input to help grow our business.
- Lead your organization and build a productive environment where individuals and the team are engaged, empowered, and aligned with Ericsson's values, ethics, and culture.
- Drive performance management, ensuring everyone understands and complies with our processes, methods, and tools, and receives regular feedback and coaching.
- Drive competence management, identifying competence gaps, building development plans, and fostering learning in areas such as new technology, customer solutions, and delivery excellence.
- Conduct resource management, including capacity planning, allocation, and optimization across internal workforce and ARPs/ASPs to match demand and secure efficient delivery.
- Manage unit finance within your group, contributing to budgeting, cost control, and financial follow-up for your area.
- Implement the Service Delivery Strategy, breaking down strategic plans into clear unit-level objectives and actions.
- Collaborate with stakeholders (customer, sales, delivery, and other functions) to align on goals, manage risk, and support cooperative work across the business.
- Respond to change, proactively adapting plans, resources, and ways of working to evolving customer and market needs.
The skills you bring:
- Education: M.Sc, MBA, or equivalent experience.
- Deep understanding of service delivery processes, models, and strategy.
- Knowledge of the sales process and how delivery supports business growth.
- Customer, market, and technology insight, with an intense interest in new technologies such as Security, Generative AI, and Open Source Technology.
- Excellent social and communication skills, able to build trust, navigate conflicts, and influence stakeholders.
- Financial acumen and skills, with the ability to manage unit finances and understand financial structures for service delivery.
- Strong capabilities in formulating strategies and concepts, and in adhering to principles and values.
- Proven experience leading, supervising, and responding to change, with a track record of developing people and teams.
- Experience and/or strong willingness to learn:
- Competency Management and Employee Performance Management.
- Capacity Planning, forecasting tools, and data analytics.
- SRM Process, Merlin, and other Ericsson tools supporting delivery and resource management.
- Work Level Agreements (WLA) and Service Level Agreements (SLA).
- Customer and market insights, and Ericsson business processes knowledge.
In this role, you will build a strong platform for future growth in line and leadership roles within Service Delivery, Customer Unit, or other business areas, as you expand your scope, lead larger organizations, or take on more strategic responsibilities.
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: Japan (JP) || Yokohama
Req ID: 783507
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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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