We are looking for an experienced Service Delivery Manager to lead the delivery of Managed Services for key customer accounts. You will be responsible for ensuring service excellence, meeting contractual commitments, driving customer satisfaction, and managing operational performance.
Acting as the primary customer interface, you will work closely with internal delivery teams and stakeholders to ensure services are delivered efficiently and continuously improved.
What you will do
- Own the end-to-end delivery of Managed Services for assigned customers.
- Ensure achievement of agreed SLAs, KPIs, and contractual commitments.
- Build and maintain strong customer relationships and act as the primary escalation point.
- Lead service review meetings and provide regular performance reporting.
- Drive incident, problem, and escalation management activities.
- Manage delivery budgets and support contract renewals and service improvements.
- Collaborate with Sales and Account teams to identify growth opportunities.
- Ensure compliance with company policies, processes, and safety requirements.
You will bring
- Bachelor's degree in Engineering, Information Technology, Telecommunications, or a related field.
- 10+ years of experience in Service Delivery, Managed Services, Customer Operations, or similar roles.
- Experience managing enterprise customers within Telecommunications, ICT, Networking, or Managed Services environments.
- Strong understanding of SLA management, service governance, and operational delivery.
- Excellent stakeholder management, communication, and problem-solving skills.
- Commercial awareness with experience managing budgets and customer expectations.
- ITIL certification or equivalent service management experience is highly desirable.
- Customer-first mindset with a strong focus on service excellence.
- Ability to manage multiple stakeholders and priorities.
- Strong leadership, communication, and decision-making skills.
- A proactive approach to continuous improvement and business growth.
What happens once you apply? Click Here to find all you need to know about what our typical hiring process looks like.We encourage you to consider applying to jobs where you might not meet all the criteria. We recognize that we all have transferrable skills, and we can support you with the skills that you need to develop.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: Australia (AU) || Sydney
Job details: Service Delivery Manager
Job Stage: Job Stage 7
Primary Recruiter: Sushmita Centeno
Hiring Manager: Brad Adrian
Full Time Employment
Skills Required
- Bachelor's degree in Engineering, Information Technology, Telecommunications, or related field
- 10+ years of experience in Service Delivery, Managed Services, Customer Operations, or similar roles
- Experience managing enterprise customers within Telecommunications, ICT, Networking, or Managed Services environments
- Strong understanding of SLA management, service governance, and operational delivery
- Excellent stakeholder management, communication, and problem-solving skills
- Commercial awareness with experience managing budgets and customer expectations
- ITIL certification or equivalent service management experience
- Customer-first mindset with strong focus on service excellence
- Ability to manage multiple stakeholders and priorities
- Strong leadership, communication, and decision-making skills
What the Team is Saying
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Ericsson Compensation & Benefits Highlights
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Healthcare Strength — Comprehensive medical, dental, vision, and mental‑health options are positioned as core benefits with multiple plan choices in key markets. Official materials explicitly emphasize healthcare breadth as part of “Life at Ericsson.”
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Retirement Support — 401(k) with employer matching in the U.S., pensions in some regions, and broad access to an ESPP indicate strong long‑term financial support. Company filings and AGM materials describe share programs and post‑employment benefits as ongoing pillars of the package.
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Leave & Time Off Breadth — Paid time off, sick leave, holidays, and paid volunteer time are highlighted alongside generous parental leave in various locations. Time‑off entitlements are presented as a strong component of the total rewards offering.
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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