MS Delivery Manager

Ericsson • Kansas City, MO

4d • Onsite

About The Position

Ericsson is seeking a highly motivated, results-driven Service Delivery Manager (SDM) to lead critical infrastructure programs across hyperscale data center environments throughout the Americas. In this role, you will own end-to-end delivery of optical fiber installation, remediation, decommissioning, rack-and-stack, and data center build activities, ensuring work is completed safely, on time, within budget, and to Ericsson’s high-quality standards. You will act as a trusted partner to customers and internal stakeholders, balancing operational excellence, customer satisfaction, financial performance, and continuous improvement. Working in a fast-paced, rapidly evolving environment, you will leverage data, metrics, automation, and strong leadership to optimize service delivery and support the growth of Ericsson’s hyperscale business.

Requirements

• Bachelor’s degree or higher in Business, Engineering, Information Technology, Telecommunications, or a related field.
• Minimum of 13 years of progressive experience in data center technologies, service delivery, operations management, and large-scale deployment programs.
• Strong knowledge of hyperscale data center environments, infrastructure deployments, program management, and ISP/network facility operations.
• Proven track record of driving operational excellence through automation, process optimization, performance management, and continuous improvement.
• Strong analytical and problem-solving skills, with the ability to turn complex operational challenges into actionable solutions.
• Excellent customer relationship management, stakeholder engagement, executive communication, and presentation skills.
• Advanced proficiency in Microsoft PowerPoint, Excel, and Power BI, with the ability to convert data into meaningful business insights and executive-level storytelling.

Responsibilities

• Lead end-to-end service delivery for hyperscale data center projects, ensuring compliance with SLAs, contractual commitments, budgets, and delivery milestones.
• Partner with Program and Project Directors to forecast demand, onboard new programs, and drive operational performance, cost reduction, and efficiency.
• Serve as a customer-facing leader, building strong relationships with customers, partners, and cross-functional teams while continuously improving the customer experience.
• Develop and present executive-level updates and business reviews using data-driven insights and performance analytics.
• Resolve escalated operational and service issues, ensuring timely communication, stakeholder alignment, and effective risk mitigation.
• Establish, monitor, and continuously improve KPIs, operational metrics, and governance processes to drive delivery excellence.
• Identify and mitigate operational risks to protect service continuity and minimize disruption.
• Champion process improvements through automation, AI-enabled solutions, and best practices to enhance scalability and efficiency.
• Lead and inspire matrixed teams, fostering a culture of collaboration, accountability, innovation, and high performance.

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 towards basic life insurance and basic accidental death and dismemberment coverage
• Company credits towards short-term and long-term disability coverage
• 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

What This Job Offers

• Job Type: Full-time
• Career Level: Senior