About this opportunity:
We are looking for an experienced and results-driven Service Delivery Manager to join Ericsson. In this role, you will be the primary owner of end-to-end customer support delivery, responsible for ensuring full contractual compliance, operational excellence, and sustained customer satisfaction. You will lead delivery teams, drive financial performance, and build strong, long-term relationships with customer stakeholders. Prior experience working within Ericsson's organizational structure and service delivery ecosystem is considered a strong advantage for this position. Familiarity with Ericsson's internal tools, platforms, and operational processes (e.g., ITSM frameworks, ENM, OSS/BSS environments) is highly preferred.
What you will do:
• Customer & Contract Management; Own and manage customer relationships, ensuring service delivery is fully aligned with contractual obligations and Service Level Agreements (SLA)• Develop and maintain Procedure Manuals collaboratively with customers, ensuring operational clarity and compliance• Drive contract retention strategies and follow established contract management processes• Take ownership of escalations both customer-initiated and internal and lead resolution through to closure• Financial Leadership; Maintain a strong understanding of the financial aspects of contracts, including PO bookings, revenue recognition, and margin management• Utilize budget and cost tools to drive cost optimization and ensure financial targets are met• Demonstrate business awareness and familiarity with customer support portfolio models and 3PP (Third-Party Provider) tools• Technical Leadership & Operational Excellence• Accept, secure, and deliver against operational and technical KPIs in line with contractual requirements• Work closely with Support and Repair domains and Support Operations Managers to ensure consistent service delivery• Lead resource planning and competence development strategies aligned with delivery demands• Collaborate with the Account team to identify add-on sales opportunities and contribute to business growth initiatives• Ensure full adherence to corporate and local Occupational Health and Safety (OHS) regulations across the delivery team
The skills you bring:
• Bachelor's degree in Computer, Electronics and Communication or Telecommunications Engineering• Minimum 15+ years of experience in service delivery ecosystem and management• Contract Lifecycle Management end-to-end contract oversight and compliance• Financial Acumen PO bookings, revenue recognition, budget management, cost optimization• Service Delivery Models & Strategy deep knowledge of customer support portfolios and managed services frameworks• Technical KPI Management ability to define, track, and deliver operational and technical SLA/KPI targets• Business Relationship Management - senior stakeholder engagement and customer success orientation• 3PP & Vendor Management experience working with third-party providers and associated tools• Sales Opportunity Creation identifying upsell and cross-sell opportunities in collaboration with Account teams• Data Analysis leveraging data to drive service improvement and informed decision-making• Knowledge Sharing & Collaboration ability to work cross-functionally across support, repair, and operations domains• Occupational Health & Safety awareness of and commitment to OHS standards• Trade Compliance understanding of relevant regulatory and trade compliance requirements
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: Uganda (UG) || Kampala
Req ID: 781583
Skills Required
- End-to-end contract oversight and compliance
- Financial aspects knowledge including PO bookings and budget management
- Knowledge of customer support portfolios and managed services frameworks
- Ability to manage operational and technical KPI targets
- Experience with third-party providers and vendor management
What the Team is Saying
.png)
.png)
Ericsson Compensation & Benefits Highlights
-
Retirement Support — The U.S. 401(k) includes an automatic 3% company contribution plus matching (100% of the first 3% and 50% of the next 2%) with immediate vesting. An employee stock purchase plan and legacy pensions in some groups strengthen long‑term savings.
-
Leave & Time Off Breadth — Generous PTO, paid holidays, sick time, bereavement leave, and a dedicated volunteer day are offered. Time‑off allotments can increase with tenure and are complemented by hybrid work where roles allow.
-
Healthcare Strength — Medical, dental, vision, and mental‑health support are part of a comprehensive health and wellbeing offering. Wellness initiatives such as onsite gyms, fitness classes, and EAP access are available in certain locations.
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.
Gallery
Ericsson Offices
Hybrid Workspace
Employees engage in a combination of remote and on-site work.
Ericsson adopts a hybrid work model globally because we know balance matters. Sometimes things are better in real life. Other times we can be more productive at home. Our hybrid approach gives you the best of both worlds.
