As a Service Delivery Manager at Ericsson, you'll hold the central role of steering customer relationships and ensuring superior service delivery. Apart from overseeing the business execution aimed at customer satisfaction, your duties will also encompass environmental, health, and safety performance of deliveries. Fulfilling customer satisfaction, managing the budget, and adhering to Service Level Agreements (SLA) will fall under your purview. Additionally, you'll have the exciting opportunity to actively contribute to our sales processes and identify viable business opportunities working alongside the Account team.
What you will do:- Drive the fulfillment to contractual obligations within Customer Support deliveries.- Establish a Service Level Agreement and Procedures Manual in collaboration with the customers.- Act as the owner and driver of escalations, whether from the customer or internal sources.- Effectively monitor deviations in cost and planned budget to ensure margins on contracts.- Provide valuable input for resource dimensioning and competence planning.- Constantly communicate with customers and follow up on critical topics to foster a satisfying relationship.- Gather and share insights about customer's business status, marketing strategies, and competitor relations with delivery and account teams.- Remain updated on CS delivery models, strategies, and Ericsson portfolio while adopting best practices.- Identify and prioritize add-on sales opportunities.- Ensure the compliance of delivery teams to corporate and local Occupational Health and Safety (OHS) regulations, document necessary sections in the SLA, and monitor mandatory training and certifications.
The skills you bring:- Contract Lifecycle Management.- Value Creation.- Financial Analysis.- Knowledge Sharing and Collaboration Skills.- Ericsson Portfolio.- Business Acumen.- Sales opportunity creation.- Business Relationship Management.- Sales process.- Data Analysis.- Customer Success.- Service Delivery Models and Strategy.- Machine Learning.- Occupational Safety And Health.- Trade Compliance.
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Primary country and city: Philippines (PH) || Taguig Bonifacio Global City
Job details: Service Delivery Manager
Job Stage: Job Stage 7
Primary Recruiter: Sushmita Centeno
Hiring Manager: Sahana Warad
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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.
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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.
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