The Service Delivery Manager (SDM) for Support and Repair CU NMA is accountable for the end-to-end delivery and performance of contracted support and repair services towards assigned customers. The role ensures that services are delivered according to Service Level Agreements (SLAs), contractual commitments, Ericsson delivery models and OHS standards.
The SDM leads customer governance, drives operational excellence and continuous improvement across repair and support operations, and supports business growth through proactive identification of upsell and add-on sales opportunities together with the account and sales teams.
What you will do:
Service Delivery & Operations
- Own end-to-end delivery of Support & Repair services, ensuring compliance with SLAs and contractual commitments.
- Maintain operational stability and service quality across repair, logistics, warranty, incident, and problem management activities.
- Monitor KPIs, identify performance gaps, and implement corrective actions.
- Coordinate internal teams and external partners to meet customer expectations and delivery targets.
Customer Governance & Stakeholder Management
- Serve as the primary operational contact and escalation point for customers.
- Lead service reviews, performance reporting, and governance meetings.
- Manage customer expectations and drive high customer satisfaction through continuous improvement.
- Maintain and update SLAs, operational procedures, and ways of working
Financial & Commercial Management
- Monitor delivery costs, budgets, and forecasts to protect service profitability.
- Support contract lifecycle activities, including renewals, changes, and new agreements.
- Identify opportunities for upselling value-added services and collaborate with sales and account teams.
- Support business cases with cost, risk, and performance insights.
Operational Excellence
- Drive continuous improvement initiatives focused on efficiency, quality, turnaround time, and customer experience.
- Analyze trends and root causes of recurring issues and lead corrective actions.
- Promote Ericsson best practices and standardized delivery models.
- Support transformation and optimization initiatives across Support & Repair operations.
Leadership & Collaboration
- Collaborate with support, repair, logistics, finance, sales, and account teams to ensure seamless delivery.
- Provide leadership, guidance, and direction to delivery teams supporting assigned customers.
- Support resource planning, competence development, and knowledge sharing.
- Foster a customer-centric and high-performance culture.
Compliance, Risk & OHS
- Ensure compliance with Ericsson policies, regulatory requirements, and operational standards.
- Manage operational risks related to logistics, repair services, quality, security, and supply chain activities.
- Ensure OHS requirements are incorporated into operational procedures and service agreements.
- Manage escalations, major incidents, and risk mitigation activities.
Key Interfaces
- Customer Operations & Service Management Teams
- Account Management & Sales Teams
- Support & Repair Operations (Local & Global)
- Logistics, Supply Chain & Finance Functions
- Market Area MEMA and Global Support Organizations
The skills you bring:
Education
- Bachelor's degree in Engineering, Telecommunications, Business Administration or related field.
- Master's degree is an advantage.
Experience
- 7+ years of experience in service delivery, customer support, repair operations or related areas in the telecom or technology industry.
- Proven experience managing customer-facing service deliveries with SLAs and complex contracts.
- Demonstrated track record in leading governance with key customers and handling escalations.
- Experience in repair operations, logistics, RMA processes or hardware support is strongly preferred.
- Prior experience in a senior or lead role coordinating cross-functional teams is an advantage.
Competencies and Skills
- Strong customer relationship and stakeholder management skills.
- Good understanding of telecom networks, hardware repair processes and support models.
- Solid business acumen, including financial analysis, budgeting and cost control.
- Ability to interpret and manage contracts, SLAs and KPIs.
- Strong analytical and problem-solving skills with a continuous improvement mindset.
- Excellent communication and presentation skills in English; additional local languages are a plus.
- Ability to work in a matrix organization and lead without direct authority.
- High sense of ownership, accountability and follow-through.
Personal Attributes
- Customer-focused and results-oriented.
- Structured, organized and able to manage multiple priorities.
- Collaborative, with strong interpersonal skills.
- Resilient under pressure and comfortable managing escalations.
- Proactive and innovative, seeking opportunities to improve and add value.
Additional Information
- The role may require occasional travel within CU NMA countries and to Ericsson locations as per business needs.
- Flexibility in working hours may be needed to support customer operations and critical escalations.
Skills Required
- Bachelor's degree in Engineering, Telecommunications, Business Administration or related field
- Master's degree
- 7+ years experience in service delivery, customer support, repair operations or related areas in telecom or technology
- Proven experience managing customer-facing service deliveries with SLAs and complex contracts
- Experience leading governance with key customers and handling escalations
- Experience in repair operations, logistics, RMA processes or hardware support
- Prior experience in a senior or lead role coordinating cross-functional teams
- Strong customer relationship and stakeholder management skills
- Good understanding of telecom networks, hardware repair processes and support models
- Solid business acumen including financial analysis, budgeting and cost control
- Ability to interpret and manage contracts, SLAs and KPIs
- Excellent communication and presentation skills in English
- Ability to work in a matrix organization and lead without direct authority
- High sense of ownership, accountability and follow-through
What the Team is Saying
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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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