Service Delivery Manager
We are on the brink of the Networked Society - a technology revolution that will change the world for good through instant global connections and expanded freedom and opportunity.
Ericsson is a world leader in the rapidly changing environment of communications technology – providing equipment, software and services to enable transformation through mobility. Headquartered in Stockholm – Sweden, Ericsson is a publicly listed company with more than 115,000 employees.
Come and discover what makes YOU + ERICSSON a powerful combination
Purpose of Job Role
The Service Delivery Manager (SDM) shall take ownership of the customer relationship and be responsible for ensuring the correct and proper delivery of Customer Support services as specified in the contracted support agreements with Ericsson’s customers.
The SDM is always responsible for Customer Business Execution and the complete delivery of Customer Support Services for the specified customer(s).
The SDM must be an Ericsson employee and is responsible for the financial and commercial performance of delivered customer support services.
The SDM is accountable for setting up and meeting agreed budget whilst delivering Service Level Agreement (SLA) fulfilment and customer satisfaction.
The SDM shall be an active contributor in the Sales process, identify new business opportunities and drive Add on Sales, in cooperation with Account team.
The SDM will manage the contractual requirements towards the Customer Support organization
Tools & Resources
CSR handling tool, Emergency Handling tool, Performance statistic tool, Knowledge Management tool, Remote Access solution, Business Portal, Service Delivery Opportunity Database, Financial systems, Customer Relation Management system, Problem Management tools, Contract Scope Management tool, Life Cycle Management and 3PP handling tool, Installed Base Tool, Time Reporting Interface, Information bulletin tool, Hardware Services tool suite
- Coping with Pressures & Setbacks
- Deciding & Initiating actions
- Delivering Results & Meeting Customer Expectations
- Persuading & Influencing
- Presenting & Communicating information
- Relating & Networking
Ericsson provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, sexual orientation, marital status, pregnancy, parental status, national origin, ethnic background, age, disability, political opinion, social status, veteran status, union membership or genetics.
Ericsson complies with applicable country, state and all local laws governing nondiscrimination in employment in every location across the world in which the company has facilities. In addition, Ericsson supports the UN Guiding Principles for Business and Human Rights and the United Nations Global Compact.
This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, training and development.
Ericsson expressly prohibits any form of workplace harassment based on race, color, religion, sex, sexual orientation, marital status, pregnancy, parental status, national origin, ethnic background, age, disability, political opinion, social status, veteran status, union membership or genetic information.
Primary country and city: United Kingdom (GB) || || Reading || Consulting&SysInt; IT; ProdMgt; R&D; SalesStratMkt&ComMgt; ServEng; SharedServ; Stud&YP; Supply&Log
Req ID: 268618