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Service Delivery Manager

hace 2 meses

Xico, México Ericsson A tiempo completo

**About this Opportunity**

We are seeking a highly skilled Service Delivery Manager to provide technical service and support to our customers. This role will drive troubleshooting and resolve problems to stabilize and optimize Digital Services Platforms. Working as a Service Delivery Manager will require a broad understanding within Telecom and Datacom. Covering both hardware, software, and network knowledge. You will work, collaborate, and communicate in an international environment; both with colleagues internally as well as customers and suppliers to Ericsson.

**Key Responsibilities**

  • Secure Delivery/Operations End-to-end for all service contracts for assigned customer/CU's and manage the contracts execution (cost, time, and quality) ensuring the fulfillment of all contractual obligations by Company, the Customer, and 3rd Party Providers, in order to secure quality of service and profitability.
  • Leading customer relationships in a proper and professional manner, taking into consideration always customer experience/satisfaction.
  • Taking ownership of critical incidents: securing both hierarchical escalation on critical incidents (or other emergencies as specified on Service Level Agreements) and proper communication/governance according to contractual requirements.
  • Accountable and responsible for correct handling of Incident Management, Problem Management & Change Management processes for the assigned scope.

**What You Will Do**

  • Facilitate quality troubleshooting and resolution to technical issues raised by the customer. These issues can be important, highly in-depth problems that may span multiple platforms and technologies: IMS, 4G EPC, and 5G Core on bare metal and virtualized platforms.
  • Work/Coordinate closely with various teams/organizations within Ericsson and with 3rd party vendors to ensure we achieve the goal of providing fast, complete, and quality solutions to customer requests.
  • Create presentation of roadmaps, KPI performance charts, outage reports, root cause analysis, etc. to the customer at all levels of their organization.
  • Identify areas for improvement in ways of working for our support organization and suggest/implement improvements.
  • Build and expand personal technical expertise, stay on top of customer and market technology trends and developments.
  • Job role requires to be on call 24/7 on rotation basis to handle customer issues and/or Emergency incidents.
  • Commitment to learning, mentoring, and cross-skilling.

**Requirements**

  • In-depth knowledge of Wireless, Cellular, and Packet Core technologies.
  • Technical knowledge on IMS and EPC products (5+ years).
  • Expertise in end-to-end network architecture which includes: IMS (MTAS, SBG, CSCF), 4G, EPC (MME / EPG), 5G Core (PCC / PCG / SMF / UPF / AMF), CUPS, 3GPP standards.