Service Delivery Management(6)

Ericsson • Plano, TX

16h

About The Position

The team is comprised of approximately 15 veteran Customer Network Support professionals. In addition to other SDMs, who all manage multiple accounts, there are 3 Technical SME’s on the team. Although the SDM collaborates among the team members, most of his/her time will be spent directly interfacing with customers and technical support engineers working through challenging network issues and managing those to resolution with the expectation of meeting or exceeding defined Service Level Agreements.
The SDM will be managed day-to-day by an assigned Service Delivery Director (SDD). There are two SDD’s on the team.
The Service Delivery Manager (SDM) will be responsible for ensuring the delivery of customer support services to our customers. In this role, they will be responsible for the financial and commercial performance of delivered customer support services to Ericsson’s Regional Customers. This includes management of multi-million-dollar services accounts for Tier 2 and Tier 3 Telecommunications customers and Utility providers. The responsible SDM will drive to agreed margins while delivering Service Level Agreement fulfillment and high customer satisfaction. The role also includes leading the customer network support engineers and collaborates closely with the competence centers, global support, and product line maintenance teams.

Requirements

• Education: (Bachelor’s degree preferably in a technical program, MBA or MS a plus)
• Minimum 5+ years interfacing with customers
• Domain experience: (Cloud, RAN, Core, BSS, OSS etc.)
• Market insight
• Financial analysis skills
• Negotiations of complex technical issues
• Project Management process and hardware services management knowledge
• Change management skills
• Strong business understanding and Ericsson business and portfolio knowledge
• Entrepreneurial and commercial thought leadership
• Demonstrated decision making in pressure situations
• Risk and crisis management
• Demonstrated innovative leadership and management skills
• Excellent Communication skills (written and oral) and strong customer orientation
• Ability to work independently and collaboratively with teams
• Promotes knowledge sharing and mentoring
• Familiar with technical issue tracking systems
• Ability to drive simplification and innovation through automation
• Project management experience and/or PMP

Responsibilities

• Drives customer contract fulfillment
• Collaborates and maintains customer and internal relationships
• Manages financial data
• Identifies new business opportunities and collaborating with sales teams to build compelling business cases
• On-call rotation
• Interface with customers and technical support engineers working through challenging network issues.
• Manage multiple accounts, requiring global internal and external stakeholder management.
• Manage and provide resolution with the expectation of meeting or exceeding defined Service Level Agreements

Benefits

• Ericsson offers excellent health benefits including the choice of three medical plan options and a dental plan option that allow an employee to select the level of coverage that suits their needs. Employees will receive company credits in an amount equal to the cost that Ericsson pays toward the cost of their medical and dental premiums for themselves and eligible covered dependents.
• The Ericsson US 401(k) Plan offers an automatic 3% company contribution and Ericsson match $1 for every $1 you put into the 401(k) Plan on the first 3% of your eligible pay, plus 50 cents on every $1 on the next 2% of eligible pay. When you contribute at least 5% of eligible pay, you are receiving Ericsson’s full matching contributions of 4%. Matching and company automatic contributions stop when your total eligible pay for the year reaches the IRS limits. Employees will also receive company credits in an amount equal to the cost of basic life insurance and basic accidental death and dismemberment coverage, as well as short-term and long-term disability coverage. Employees also have the option to participate in Ericsson’s Stock Purchase Plan.
• New employees are provided a minimum of 15 days of accrued vacation, up to 3 personal days per year, 11 annual holidays, 8 hours of volunteer time, and 80 hours of sick time annually. Please note paid time off is pro-rated based on the employee’s start date. Furthermore, Ericsson provides up to 16 weeks of paid maternity leave and 6 weeks of parental or adoption leave at 100% of pay.
• Ericsson offers many other company-paid benefits such as financial wellness programs, educational assistance, matching gifts, and recognition programs.

What This Job Offers

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