Service Delivery Manger (Core)

Ericsson•Plano, TX

About The Position

The Service Delivery Manager II is responsible for end-to-end service delivery management across the 4G and 5G Core Network domains. The role covers service governance, SLA performance, change management, and continuous improvement, and serves as a key operational point of contact for Verizon. It coordinates activities across Ericsson teams and owns communication, governance, and performance reporting to ensure services within the Support & Repair scope meet contractual, performance, and quality expectations.

Requirements

Strong customer focus and ability to build trusted working relationships with Verizon stakeholders.
Solid background in Core Network technologies and operations, including Evolved Packet Core (EPC).
Proficiency in ITIL/ITSM frameworks, including incident, problem, and change management, root cause analysis (RCA), and ticket handling.
Understanding of security controls and compliance requirements within network operations.
Experience with Tier-1 operators.
Strong communication skills, including escalation management.
A degree in Engineering, IT, or a related field.
Willingness to learn, adapt, and develop skills for an AI-enabled future.

Nice To Haves

Verizon experience.
ITIL and security certifications.

Responsibilities

Serve as the primary Ericsson operational contact for Verizon across 4G and 5G Core Network services.
Lead and facilitate regular governance forums with Verizon and internal stakeholders.
Monitor and ensure fulfillment of agreed SLAs and KPIs, including service availability, incident response, change success rates, security, and compliance metrics.
Coordinate cross-functional teams to minimize customer impact and restore service during major incidents.
Drive operational readiness for new 5G and 6G solutions, features, and releases, including acceptance criteria, handover to operations, and documentation.
Coordinate implementation of security controls across the Core Network domain.
Lead continuous improvement initiatives to enhance service quality and operational performance.

Benefits

Choice of three medical plan options and a dental plan option.
Company credits equal to the cost Ericsson pays toward medical and dental premiums for employees and eligible covered dependents.
Ericsson US 401(k) Plan with an automatic 3% company contribution and matching contributions up to 4% when the employee contributes at least 5% of eligible pay.
Company credits equal to the cost of basic life insurance, basic accidental death and dismemberment coverage, and short- and long-term disability coverage.
Option to participate in Ericsson’s Stock Purchase Plan.
At least 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.
Up to 16 weeks of paid maternity leave and 6 weeks of paid parental or adoption leave at 100% of pay.
Financial wellness programs.
Educational assistance.
Matching gifts.
Recognition programs.