About the Role
We're looking for an experienced Service Delivery Manager to join Ericsson's MEMA NEW S&R, CU SEE organization. In this role, you'll take accountability for customer engagement, service performance, operational stability, and incident coordination for private customers in Ukraine, and not only, as well as support governmental contracts.
You will work at the intersection of customer relationships and operational delivery-ensuring service continuity, customer confidence, disciplined incident and ticket management, and effective coordination across Ericsson teams and external partners.
You'll be joining a team directly supporting customers across Ericsson's EMEA Customer Unit SEE.
What you will do;
- Act as the accountable customer-facing service-delivery interface, leading governance, service reviews, KPI discussions, action tracking, risk management, and transparent stakeholder communication.
- Coordinate high-impact incidents, emergencies, and management escalations end to end by mobilizing the right technical, leadership, project, product, and partner stakeholders and driving recovery through to root-cause analysis and corrective actions.
- Manage support-ticket, problem, and risk lifecycles, preventing backlog growth and communication gaps while ensuring resilient backup, coverage, and escalation models.
- Lead customer and project handovers into steady-state support, ensuring operational readiness across documentation, access, topology knowledge, support scope, contacts, rosters, and escalation procedures.
- Orchestrate cross-functional recovery and continuous improvement across S&R, Customer Support, Managed Services, SDU, projects, product organizations, and external partners, clarifying ownership, governance, and decision rights.
- Contribute to SLAs, service descriptions, support-model design, contract governance, business continuity, service acceptance, and partner readiness while ensuring compliance with Ericsson security, health and safety, access, and emergency-management requirements.
The skills you bring:
- Proven customer-facing experience in service delivery, operations, support, incident coordination, account management, or a related field, including strategic customers, complex incidents, escalations, service reviews, and distributed teams.
- Practical understanding of telecom networks, packet core, IMS, cloud-native platforms, network operations, or comparable technology environments; experience with Ericsson Support & Repair, handovers, transformation, SLAs, KPIs, business continuity, or subcontractor operating models is an advantage.
- Strong customer focus, executive presence, and stakeholder-management and negotiation skills, with the ability to communicate clearly and influence across organizational boundaries.
- Proactive, structured, and resilient, with sound judgement, practical risk-assessment capability, and the ability to remain calm and decisive during emergencies and escalations, including shared 24/7 support.
- Commitment to facts, transparency, measurable outcomes, continuous improvement, confidentiality, and responsible decision-making, including the ability to challenge requests that create safety, security, compliance, or personal-risk exposure.
- Bachelor's degree in telecommunications, engineering, computer science, business, or a related field, or equivalent experience;
- Ukrainian language proficiency and residence in Ukraine are required, together with strong written and spoken English.
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: Ukraine (UA) || Kiev
Req ID: 791065
Skills Required
- Proven customer-facing experience in service delivery, operations, support, incident coordination, account management, or a related field
- Experience with strategic customers, complex incidents, escalations, service reviews, and distributed teams
- Practical understanding of telecom networks, packet core, IMS, cloud-native platforms, network operations, or comparable technology environments
- Experience with Ericsson Support & Repair, handovers, transformation, SLAs, KPIs, business continuity, or subcontractor operating models
- Strong customer focus, executive presence, stakeholder-management, negotiation, communication, and cross-organizational influence skills
- Proactive, structured, resilient, and capable of risk assessment and decisive action during emergencies and escalations
- Commitment to transparency, measurable outcomes, continuous improvement, confidentiality, compliance, and responsible decision-making
- Bachelor's degree in telecommunications, engineering, computer science, business, or a related field, or equivalent experience
- Ukrainian language proficiency
- Residence in Ukraine
- Strong written and spoken English
What the Team is Saying
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Ericsson Compensation & Benefits Highlights
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Healthcare Strength — Health coverage is described as broad and reliable, with multiple medical plan choices, dental/vision, and mental-health/EAP resources. Available descriptions highlight healthcare and disability insurance as consistent strengths.
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Retirement Support — U.S. materials point to an automatic company 401(k) contribution plus matching that can add up to a notably high employer contribution, and some regions also offer pension options. This structure is often cited as a meaningful component of total rewards.
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Leave & Time Off Breadth — Time-off programs are characterized as generous, with sizable vacation allowances, paid holidays, sick time, volunteer time, and strong parental leave in some locations. PTO is frequently highlighted as a standout element of the package.
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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