Service Delivery Manager

Ericsson • Plano, TX

2d • Onsite

About The Position

Ericsson is seeking a highly motivated and results-driven Service Delivery Manager (SDM) to lead the successful execution of large-scale supply chain and hardware delivery programs across hyperscale customer environments throughout the Americas. This role is accountable for the end-to-end delivery of third-party hardware and associated services through Ericsson’s supply chain and to customer locations, ensuring programs are delivered safely, on time, within budget, and to Ericsson’s high-quality standards. The ideal candidate will serve as a trusted partner to customers and internal stakeholders, balancing operational excellence, customer satisfaction, financial performance, and continuous improvement. Working in a fast-paced and rapidly evolving environment, the SDM will leverage data, metrics, automation, and strong leadership capabilities to optimize service delivery, drive efficiency, and support the growth of Ericsson’s hyperscale business. The role will rely on Logistics Managers and operational teams for the technical execution of hardware movements while providing overall program leadership, governance, and customer engagement.

Requirements

• Bachelor’s degree or higher in Business, Supply Chain Management, Engineering, Operations, Logistics, Telecommunications, or a related field.
• Minimum of 10 years of progressive experience in supply chain operations, logistics, service delivery, business operations, and large-scale program management.
• Strong knowledge of hardware logistics, transportation operations, customs requirements, trade compliance, and customer delivery processes.
• Proven track record of driving operational excellence through process optimization, automation, performance management, and continuous improvement.
• Strong financial, analytical, and problem-solving skills with experience managing budgets, forecasts, and business performance.
• Exceptional customer relationship management, stakeholder engagement, executive communication, and presentation skills.
• Proven ability to lead and influence matrixed, cross-functional teams.
• Advanced proficiency in Microsoft Office applications, particularly PowerPoint, Excel, and Power BI, with the ability to translate data into actionable business insights.

Responsibilities

• Direct end-to-end service delivery for hardware and logistics programs, ensuring compliance with contractual commitments, SLAs, budgets, and delivery milestones.
• Serve as the primary customer-facing leader, building trusted relationships and leading governance reviews with customers, partners, vendors, and internal stakeholders.
• Partner with Logistics Managers and cross-functional teams to oversee hardware movement, delivery performance, issue resolution, and risk mitigation.
• Manage program financials, including forecasting, budget management, cost controls, and identification of efficiency opportunities.
• Establish, monitor, and continuously improve KPIs, operational metrics, reporting, and governance processes to drive delivery excellence and head off potential risks.
• Lead escalations and coordinate cross-functional teams to resolve operational, logistics, compliance, and service delivery challenges.
• Drive continuous improvement through process optimization, automation, AI-enabled solutions, and operational best practices.
• Lead and influence matrixed teams while supporting resource planning, capability development, and business growth initiatives.

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 (up to 4% full match)
• 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

What This Job Offers

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