Service Delivery Line Manager

Job Description

Date: Apr 19, 2019

Field Service Operations 


What does your future look like?


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 95,000 employees globally.


More than 180 countries use Ericsson equipment and more than 40 percent of the world's mobile traffic passes through Ericsson networks. Technology is at the heart of our business. Ericsson engineers, researchers and scientists around the world are working on what’s next in information, communications and telecommunications (ICT).


A connected world is just the beginning. Your passion determines what comes next! Apply your ideas and insights to empowering people, business and society.


Come and discover what makes YOU + ERICSSON a powerful combination


We welcome the opportunity to meet you!



Job Summary: 

We are looking for an experienced Field Operations Service Delivery Manager to build and lead teams of predominantly riggers and field technicians. This position is accountable for driving business outcomes, securing successful delivery and maximising customer satisfaction on our Network and contracts.

The role reports to the Australia and New Zealand’s Head of Field Service Operations & ASP Manager.


As an SDM (Service Delivery Manager), you will provide support via the unit resources and have responsiblity for team deployments, resourcing and financial accountability.


Outline of Key Skills and Experience Required: 

  • Background experience working in a Telecommunications leadership role across Field delivery
  • Hands on Technical or Operational knowledge managing build teams (preferably across a RAN rollout)
  • Proven ability to understand key concepts when liaising with build teams, business stakeholders and senior management
  • Outcome focused when working with people – ability to coach, develop and build the team’s performance
  • Financial acumen and business forecast abilities
  • Innovation skills – ability to push ideas and create differentiators
  • Management of change projects to implement new ways of working
  • Ability to work in a matrix organisation and a complex operating environment
  • Outstanding written and verbal communication skills.


Outline of Key Responsibilities:

  • Build and train Field teams (e.g. Riggers, Field Service Technicians, Implementation Coordinators) to fulfil resource demand
  • Ensure service delivery execution by build teams as per the agreed contracts and standards
  • Accountable to drive team to delivery as needed
  • Create a productive work environment for their team and functional area
  • Manage unit finances, tools and equipment requirements and full administrative tasks as required
  • Apply service delivery process and models
  • Ensure OHS policy and process are managed
  • Contribute and support services sales with a focus on accurate scope, cost definition and risk management
  • Ensure the capability forecast dimensioning is according to the business requirements
  • Create a productive work environment for their team and functional area
  • Drive performance and competence management.


This Role Offers:

  • An opportunity to be part of a successful Telecommunications company and work in an exciting and fast paced environment
  • A collaborative, high performance team environment that operates under a strong, supportive local leadership
  • An organisation that values diversity, empowerment, and people development
  • Opportunity to challenge and further grow in your career
  • Work life balance through flexible working arrangements



Why Ericsson?


Ericsson offers a truly global company, with a diverse, performance-driven culture, an innovative and engaging environment and opportunities to work across borders. Our employees live our vision, core values and guiding principles – sharing a passion to win and a high responsiveness to customer needs that in turn makes us a desirable partner to our clients.


In Australia, we are known for delivering “World-1st” projects for Australia's largest and most renowned telecommunications carriers. This is a chance to play a critical role in the success of the Ericsson organisation in Australia, whilst providing you with a fantastic career development opportunity and the chance to work alongside the brightest minds in our industry.


We invite you to join our team as we work together to solve the world’s biggest challenges.




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: Australia (AU) || || Sydney || ServEng

Job details: Service Delivery Line Manager Job Stage 07