Service Delivery Manager

About this opportunity:

We at Ericsson are seeking a dynamic and forward-thinking Service Delivery Manager (SDM) to join our team. The SDM role is crucial to maintaining customer relationships, ensuring high-quality service, and executing business plans. This individual will manage the environmental, health, and safety aspects of our deliveries, adhere to budget restrictions while meeting Service Level Agreement terms, and aim to achieve high levels of customer satisfaction. In addition, the SDM will play an active role in the sales process and be able to identify and seize business opportunities within the account team.

What you will do:

- Establish a Service Level Agreement and Procedures Manual in collaboration with the customer.

- Manage contract fulfillment, addressing over- or under-deliveries as necessary.

- Act as the main owner and driver in case of escalations, whether originating from the customer or due to internal issues.

- Safeguard contract margins by responding to cost and budget deviations.

- Maintain continuous and effective communication with the customer, following up on essential topics to build strong relationships.

- Gather and disseminate customer's business information, marketing strategies, and competitive status to delivery and account teams.

- Stay informed about and adapt to changes in CS delivery models, processes, and strategies.

- Keep abreast of Ericsson's portfolio and industry best practices.

- Identify additional sales opportunities and prioritize them effectively.

- Oversee the compliance of delivery teams with corporate and local OHS regulations, ensuring necessary parts are documented in the SLA, and mandatory training and certifications are completed.

The skills you bring:

- Contract Lifecycle Management.

- Value Creation.

- Financial Analysis.

- Knowledge Sharing and Collaboration Skills.

- Ericsson Portfolio.

- Business Acumen.

- Sales opportunity creation.

- Business Relationship Management.

- Sales process.

- Data Analysis.

- Customer Success.

- Service Delivery Models and Strategy.

- Machine Learning.

- Occupational Safety And Health.

- Trade Compliance.

- Business level of Japanese and English language proficiencies. 

Why join Ericsson?

At Ericsson, you´ll have an outstanding opportunity. The chance to use your skills and imagination to push the boundaries of what´s possible. To build never seen before solutions to some of the world’s toughest problems. You´ll be challenged, but you won’t be alone. You´ll be joining a team of diverse innovators, all driven to go beyond the status quo to craft what comes next.

What happens once you apply?

Click Here to find all you need to know about what our typical hiring process looks like.

Encouraging a diverse and inclusive organization is core to our values at Ericsson, that's why we nurture it in everything we do. We truly believe that by collaborating with people with different experiences we drive innovation, which is essential for our future growth. We encourage people from all backgrounds to apply and realize their full potential as part of our Ericsson team.

Ericsson is proud to be an Equal Opportunity and Affirmative Action employer, learn more.

Primary country: Japan (JP)  

Req ID: 750712