Hyperscaler Build Services Director

Ericsson•Plano, TX

1d•Onsite

About The Position

We are looking for a Service Delivery Director (SDD) who will be accountable to deliver optical fiber installation, remediation, decommissioning, rack and stack, and other build services to hyperscale cloud supplier locations throughout the world--on time and under budget. This role involves strategic planning, global team and vendor management, client relationship management, and continuous improvement of service delivery processes.

Requirements

A bachelor’s degree or higher education.
At least 13 years’ experience in a combination of data center technology, driving automation, managing operations, and delivering large-scale deployment programs.
Background in data center technology, program management, and understanding of the innerworkings of Internet Service Provider (ISP) locations.
Solid telecom industry knowledge and extensive experience to address operations challenges including problem-solving and issue resolution.
Experience in utilizing a global delivery model working with offshore and nearshore delivery units, and the willingness to work across multiple time zones to meet delivery deadlines.
Proficiency using the MS Office suite

Responsibilities

Provide end-to-end oversight of services delivery to hyperscale data center locations, ensuring adherence to timelines, budgets, and service level agreements (SLAs).
Partner with Project Directors to plan current business, onboard new programs, minimize program costs, and proactively identify and mitigate delivery risks.
Lead customer management efforts by maintaining strong internal and external relationships, driving strategic initiatives to enhance customer experience, and delivering performance-driven business reviews.
Resolve escalated service delivery issues while ensuring professional, timely, and effective communication.
Drive delivery excellence by optimizing performance, quality, and cost through resource planning, global delivery utilization, offshoring strategies, automation, industrialization, and process efficiency.
Define, track, and improve key performance indicators (KPIs) to measure delivery performance and operational health.
Establish and lead regular governance with key customer stakeholders, Program Directors and Market Areas.
Build and maintain strong relationships with Market Area leadership, delivery organizations, and local entities to ensure alignment and execution success.
Anticipate potential operational risks and proactively minimize service disruptions across the delivery lifecycle.
Maintain systems of record, providing input to improve ways of working through automation and AI
Lead, coach, and inspire a matrixed global service delivery organization, ensuring the right capabilities, competencies, and succession plans are in place.

Benefits

Choice of three medical plan options
Dental plan option
Company credits towards medical and dental premiums
401(k) Plan with automatic 3% company contribution
401(k) matching: $1 for $1 on the first 3% of eligible pay, plus 50 cents on every $1 on the next 2% of eligible pay
Company credits for basic life insurance and basic accidental death and dismemberment coverage
Company credits for short-term and long-term disability coverage
Option to participate in Ericsson’s Stock Purchase Plan
15 days of accrued vacation
Up to 3 personal days per year
11 annual holidays
8 hours of volunteer time
80 hours of sick time annually
Up to 16 weeks of paid maternity leave
6 weeks of parental or adoption leave at 100% of pay
Financial wellness programs
Educational assistance
Matching gifts
Recognition programs