Customer Support Service Delivery Manager

hace 2 semanas

Ciudad de México Ericsson A tiempo completo

You will love this job

**About this opportunity**

The Service Delivery Manager (SDM) shall take ownership of the customer relationship and ensure the accurate and proper delivery of Customer Support services as specified in the contracted support agreements with Ericsson’s customers. You will always ensure the Customer Business Execution and the complete the delivery of services for the specified customer(s). The SDM must be an Ericsson employee and is responsible for the financial and commercial as well as environment, health and safety (EHS) performance of delivered customer support services. The SDM is accountable for setting up and meeting agreed budget whilst delivering Service Level Agreement (SLA) fulfilment and customer satisfaction.

**What you will do**
- Secure customer contract fulfillment by establishing SLAs together with customer, creating and maintaining procedures, handling critical issues, etc.
- Handle customer relationship needs by following up meetings and action plans, acting as main interface for relevant areas, etc.
- Ensure accountability to achieve agreed margins and secure budget approvals, financial follow up of service contracts, etc.
- Be an active contributor in the Sales process, identify new business opportunities and drive Add on Sales, in collaboration with Account team.
- Manage the contractual requirements towards the Customer Support organization
- Follow SWS/VAS process, models, and strategies.

**You will bring**
- Proven experience in the same position for the last five years.
- Proficient knowledge of core platforms: data centers, virtualization, network protocols, cloud.
- Financial competence and skills.
- Formulating strategies and concepts.
- Adhering to principles and values.
- Leading, supervising, and responding to change in a high pace environment.

**Why join Ericsson?**

At Ericsson, you´ll have an outstanding opportunity. The chance to use your skills and imagination to push the boundaries of what´s possible. To build never seen before solutions to some of the world’s toughest problems. You
- ll be challenged, but you won’t be alone. You´ll be joining a team of diverse innovators, all driven to go beyond the status quo to craft what comes next.

**What happens once you apply?**

Click Here to find all you need to know about what our typical hiring process looks like.

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