Service Delivery Manager

Job Description

Date: May 14, 2019

Ericsson Overview

Ericsson is a world-leading provider of telecommunications equipment and services to mobile and fixed network operators. Over 1,000 networks in more than 180 countries use Ericsson equipment, and more than 40 percent of the world's mobile traffic passes through Ericsson networks. Using innovation to empower people, business and society, we are working towards the Networked Society, in which everything that can benefit from a connection will have one. At Ericsson, we apply our innovation to market-based solutions that empower people and society to help shape a more sustainable world. 


We are truly a global company, working across borders in 175 countries, offering a diverse, performance-driven culture and an innovative and engaging environment where employees enhance their potential everyday. Our employees live our vision, core values and guiding principles. They share a passion to win and a high responsiveness to customer needs that in turn makes us a desirable partner to our clients. To ensure professional growth, Ericsson offers a stimulating work experience, continuous learning and growth opportunities that allow you to acquire the knowledge and skills necessary to reach your career goals. 


Service Delivery Manager

Job Summary

The Service Delivery Manager (SDM) role is responsible for the financial and operational performance of delivered Customer Support services contract  

The SDM will manage the contractual requirements towards the Customer Support organization and Ensure that agreed margins are achieved whilst delivering Service Level Agreement fulfillment and customer happiness

The SDM shall take ownership of the customer relationship, handle customer & stakeholder engagement, build confidence & trust

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


Responsibilities & Tasks

The SDM is accountable for setting up and meeting agreed budget whilst delivering Service Level Agreement (SLA) fulfilment and customer satisfaction

Manage project finance: ensure financial system monitoring

Responsible for initiating Management escalations and notifications into the Service Line Operate Organisation and manage up to resolution

Ensure that the Ireland Field Services Organisation meets it Global Field Performance Key Indicators – SLA adherence / internal efficiency and productivity

Maintain Periodic Formal Governance with Customer Unit Operations to ensure regular update of important activities, initiatives & WLA KPIs Status

Responsible for initiating delivery improvement programs within Ireland Field Support organization (FSO) and driving to conclusion

Support the Customer Operational Manager to ensure that the Ireland Field Services Organisation meets its customer contract delivery commitments and drive delivery improvement plan for dispatch and field when necessary

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


Key Qualifications:

Demonstrate experience from Field Services, Network Operations, Consulting or Project Management within Telcom’s or similar industry

Excellent Customer Relationship management skills

Excellent Leadership and Communication capabilities

Good presentations skills

Advanced skills in managing SLA’s – data analysis and problem solving

Commercial awareness and be able to handle situations where the customer demand services outside the scope of contract

Good knowledge and understanding of our customers network and business

Financial analysis skills

Negotiation and argumentation

Strong business understanding and Ericsson business knowledge


Additional Requirements:

Promote knowledge sharing and mentoring

Leading & Supervising

Deciding & initiating action

Promote networking

Excellent social skills and strong customer orientation

Self-motivated and teammate

Ability to adapt to change



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: Ireland (IE) || Dublin || Consulting&SysInt

Job details: Service Delivery Manager Job Stage 07