Service Delivery Manager
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At this time, Ericsson Canada Inc. does not provide immigration assistance/sponsorship now or in the future for this position.
About this opportunity:
As a Service Delivery Manager at Ericsson, you will play a key role in managing customer relationships and ensuring exceptional service delivery. You will oversee business execution to achieve customer satisfaction, manage budgets, and ensure compliance with Service Level Agreements (SLAs). This high-impact position involves managing the financial, commercial, and operational aspects of our customer support services, particularly in one of Ericsson's largest and fastest-growing BSS/Charging deployment with a top tier telecom customer. You will also contribute to sales processes and identify new business opportunities in collaboration with the Account team, while ensuring environmental, health, and safety standards are met. Join us to drive superior service delivery and enhance customer happiness.
What you will do:
- Lead and coordinate cross-organizational teams to enhance service delivery performance and resolve issues efficiently.
- Develop and nurture strong customer relationships while identifying and supporting upsell opportunities from regular operations.
- Establish proactive systems and processes for continuous improvement and effectiveness.
- Oversee the customer network support engineers' team and collaborate with competence centers, global support, product line maintenance teams, sourcing teams, and third-party vendors.
- Manage emergency incidents and high-visibility issues, ensuring effective troubleshooting and resolution.
- Ensure accurate and timely follow-ups through to root cause analysis (RCA) for all incidents.
- Drive initiatives to improve structured service delivery and support network infrastructure development
The skills you bring:
- Bachelor's degree in Engineering with a minimum of 6 years of experience.
- Proven expertise in Ericsson BSS/Charging solutions and exceptional troubleshooting/technical management skills.
- Strong leadership and management abilities.
- Effective communication skills and a strong customer orientation.
- Financial competence paired with analytical skills.
- Ability to manage change and drive improvements.
- Self-motivated with a strong team-oriented mindset.
- Adaptability to change and resilience under pressure.
- Skilled in negotiation and argumentation.
- Prior experience in Service Delivery Management or Customer Service is preferred.
Available work locations for this position: Ottawa preferred, Montreal could be considered.
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 solutions never seen before 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.
Encouraging a diverse and inclusive organization is core to our values at Ericsson, that's why we nurture it in everything we do. We truly believe that by collaborating with people with different experiences we drive innovation, which is essential for our future growth. We encourage people from all backgrounds to apply and realize their full potential as part of our Ericsson team. Ericsson is proud to be an Equal Opportunity and Affirmative Action employer, learn more.
If you need assistance or to request an accommodation due to a disability, please contact Ericsson at hr.direct.mana@ericsson.com
DISCLAIMER: The above statements are intended to describe the general nature and level of work being performed by employees in this position. They are not an exhaustive list of all responsibilities, duties and skills required for this position, and you may be required to perform additional job tasks as assigned.
Primary country and city: Canada (CA) || Ottawa
Job details: Service Delivery Manager