Service Delivery Manager

Posted date: Apr 8, 2021

Location: Nanjing, 32, CN

Company: Ericsson

As the tech firm that created the mobile world, and with more than 54,000 patents to our name, we’ve made it our business to make a mark. When joining our team at Ericsson you are empowered to learn, lead and perform at your best, shaping the future of technology. This is a place where you're welcomed as your own perfectly unique self, and celebrated for the skills, talent, and perspective you bring to the team. Are you in?

Come, and be where it begins.

Our Exciting Opportunity are here for you!

We are now looking for a Service Delivery Manager who is responsible for ensuring the accurate delivery of customer support. In this role, you will be responsible for the financial and commercial performance of delivered customer support services.

The role also includes owning the customer network support engineers’ team and working closely with the competence centers, global support, and product line maintenance teams.

You will

  • Build positive relationship with customer
  • Manage customer perception/expectations and ensure customer happiness
  • Own the support contract and be responsible for contract fulfilment according to SLA
  • Be actively involved during Emergencies and provide customer management updates as needed
  • Handle customer management issues and engage the right levels/organizations
  • Call for and drive periodical customer service performance review meetings
  • Provide monthly business reports
  • Identify add-on sales opportunities
  • Control SLA’s financial cost and profitability
  • Hold periodical governance review meetings

To be successful in the role you must have!

  • Bachelor’s degree in Telecommunication or Electronic Engineering
  • Good knowledge of Telecom products and network (such as 2G, 3G, 4G, 5G), at least 3 years’ experience in Telecommunication area
  • Customer leadership skills
  • Negotiation skills
  • Good communication & presentation skills
  • Ability to develop high level of customer intimacy
  • CS portfolio knowledge
  • Project management knowledge
  • Financial understanding and business minded

What´s in it for you?

Here at Ericsson, our culture is built on over a century of fearless decisions. With us, you will no longer be dreaming of what the future holds – you will be redefining it. You won’t develop for the status quo, but will build what replaces it. Joining us is a way to move your career in any direction you want; with hundreds of career opportunities in locations all over the world, in co-creation and collaboration are embedded into the walls. You will find yourself in a speak-up environment where appreciation and humanness serve as cornerstones for how we work, and where work-life balance is a priority. Welcome to an inclusive, global company where your chance to define an impact is endless.

What happens once you apply?

To prepare yourself for next steps, please explore here: https://www.ericsson.com/en/careers/job-opportunities/hiring-process

We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.


Do you believe that an organization fostering an environment of cooperation and collaboration to execute with speed creates better business value? Do you value a culture of humanness, where fact based decisions are important and our people are encouraged to speak up? Do you believe that diverse, inclusive teams drive performance and innovation? At Ericsson, we do. 

We provide equal employment opportunities without regard to race, color, gender, sexual orientation, transgender status, gender identity and/or expression, marital status, pregnancy, parental status, religion, political opinion, nationality, ethnic background, social origin, social status, indigenous status, disability, age, union membership or employee representation and any other characteristic protected by local law or Ericsson’s Code of Business Ethics.

Primary country and city: China (CN) || || Nanjing || ServEng

Req ID: 509744 

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