Service Delivery Manager

hace 4 semanas

Xico, México Ericsson A tiempo completo

About this opportunity

As a Service Delivery Manager at Ericsson, you will play a central role in steering customer relationships and ensuring superior service delivery. Your duties will encompass overseeing business execution aimed at customer satisfaction, environmental, health, and safety performance of deliveries, and managing the budget. You will also be responsible for adhering to Service Level Agreements (SLA) and actively contributing to our sales processes. Additionally, you will have the opportunity to identify viable business opportunities working alongside the Account team.

Key responsibilities

  • Participate in delivering services in the area of NRO (Network Rollout)
  • Drive the fulfillment to contractual obligations within Customer Support deliveries
  • Establish a Service Level Agreement and Procedures Manual in collaboration with the customers
  • Act as the owner and driver of escalations, whether from the customer or internal sources
  • Effectively monitor deviations in cost and planned budget to ensure margins on contracts
  • Provide valuable input for resource dimensioning and competence planning
  • Constantly communicate with customers and follow up on critical topics to foster a satisfying relationship
  • Gather and share insights about customer's business status, marketing strategies, and competitor relations with delivery and account teams
  • Remain updated on CS delivery models, strategies, and Ericsson portfolio while adopting best practices
  • Identify and prioritize add-on sales opportunities
  • Ensure the compliance of delivery teams to corporate and local Occupational Health and Safety (OHS) regulations, document necessary sections in the SLA, and monitor mandatory training and certifications

Requirements

  • Contract Lifecycle Management
  • Value Creation
  • Financial Analysis
  • Knowledge Sharing and Collaboration Skills
  • Ericsson Portfolio
  • Business Acumen
  • Sales opportunity creation
  • Business Relationship Management
  • Sales process
  • Data Analysis
  • Customer Success
  • Service Delivery Models and Strategy
  • Machine Learning
  • Occupational Safety And Health
  • Trade Compliance

Why join Ericsson?

At Ericsson, you will have an outstanding opportunity to use your skills and creativity to push the boundaries of what's possible. You will be challenged, but you won't be alone. You will be joining a team of diverse innovators, all driven to go beyond the status quo to craft what comes next.

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