Service Delivery Manager Job stage 6

Job Description

Date: Jul 12, 2019

Job Summary:

We are now looking for a Service Delivery Manager who will be responsible for ensuring the correct and proper delivery of customer support services to our customers. In this role, you will be responsible for the financial and commercial performance of delivered customer support services.  You will also ensure that agreed margins are achieved whilst delivering Service Level Agreement fulfillment and customer happiness. The role also includes leading the customer network support engineers’ team and working closely with the competence centers, global support, and product line maintenance teams.



  • Individual Contributor role
  • Should have hands-on experience in one of the platform (Unix/Windows/Database); Grown from Level 2 suppport
  • Knowledge in other areas such as Storage, Backup, Tools
  • Knowledge and experience in Service Management processes and tools such as Incident, problem, change, availability, capacity, performance, etc
  • Experience in managing team of Level 1 and Level 2 support in the respective Infra technologies
  • Experience in delivering Infrastructure Services based on ITIL framework
  • Experience in managing account and contractual deliverables related to Infrastructure services and client management


Job Responsibilities:  

  • Work in a Global Delivery environment working with onshore and offshore teams supporting the commercial account
  • Responsible to work in a matrix organization and work with competencies such as OS, Database, Storage, Backup to deliver the contractual responsibilities
  • Responsible to work closely with Level 1, Level 2, Service Management, Tools and Internal/External Customers to deliver the contractual service deliverables
  • Responsible to deliver the agreed SLAs around services
  • Responsible to establish good working environment at the account level
  • Responsible to bring in service improvements in terms of workload, automation, innovation, etc
  • Responsible to deliver agreed productivity/efficiency as part of the business case
  • Apply effective project management methodologies and governance approach for service quality and contract management
  • Work closely with and secure customer contract fulfillment
  • Collaborate and maintain relationships
  • Distribute information to internal partners and call out delivery Issues
  • You will stay up to date with financial data
  • Identify new business opportunities
  • Work in different shifts/timezones aligned to customer/project

Key Qualifications:

  • Education: (Recruiter to supply educational requirements)
  • Min years of experience: (Recruiter to supply)
  • Domain experience: (Recruiter to supply area of expertise – e.g.: Operating System, Storage, Backup, Database)
  • Market insight
  • Financial analysis skills
  • Negotiation and argumentation
  • You possess PROPS-C process and hardware services knowledge
  • Change and improvement management skills
  • You have strong business understanding and Ericsson business knowledge
  • Financial acumen and skills
  • You will promote knowledge sharing and mentoring
  • Trade compliance knowledge
  • Responsible for delivering results & meeting customer expectations
  • You will drive Entrepreneurial & Commercial Thinking
  • Leading & Supervising
  • Deciding & initiating action
  • You are capable of coping with pressures & setbacks
  • Promote networking

Additional Requirements:

  • Very good leadership and management skills
  • 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: India (IN) || || Bangalore || SharedServ

Req ID: 287729