Job description

About this opportunity:

The Service Delivery Manager (SDM) for Support and Repair CU NMA is accountable for the end-to-end delivery and performance of contracted support and repair services towards assigned customers. The role ensures that services are delivered according to Service Level Agreements (SLAs), contractual commitments, Ericsson delivery models and OHS standards. 
The SDM leads customer governance, drives operational excellence and continuous improvement across repair and support operations, and supports business growth through proactive identification of upsell and add-on sales opportunities together with the account and sales teams.

What you will do:

Service Delivery & Operations

• Own end-to-end delivery of Support & Repair services, ensuring compliance with SLAs and contractual commitments.
• Maintain operational stability and service quality across repair, logistics, warranty, incident, and problem management activities.
• Monitor KPIs, identify performance gaps, and implement corrective actions.
• Coordinate internal teams and external partners to meet customer expectations and delivery targets.

Customer Governance & Stakeholder Management

• Serve as the primary operational contact and escalation point for customers.
• Lead service reviews, performance reporting, and governance meetings.
• Manage customer expectations and drive high customer satisfaction through continuous improvement.
• Maintain and update SLAs, operational procedures, and ways of working

Financial & Commercial Management

• Monitor delivery costs, budgets, and forecasts to protect service profitability.
• Support contract lifecycle activities, including renewals, changes, and new agreements.
• Identify opportunities for upselling value-added services and collaborate with sales and account teams.
• Support business cases with cost, risk, and performance insights.

Operational Excellence

• Drive continuous improvement initiatives focused on efficiency, quality, turnaround time, and customer experience.
• Analyze trends and root causes of recurring issues and lead corrective actions.
• Promote Ericsson best practices and standardized delivery models.
• Support transformation and optimization initiatives across Support & Repair operations.

Leadership & Collaboration

• Collaborate with support, repair, logistics, finance, sales, and account teams to ensure seamless delivery.
• Provide leadership, guidance, and direction to delivery teams supporting assigned customers.
• Support resource planning, competence development, and knowledge sharing.
• Foster a customer-centric and high-performance culture.

Compliance, Risk & OHS

• Ensure compliance with Ericsson policies, regulatory requirements, and operational standards.
• Manage operational risks related to logistics, repair services, quality, security, and supply chain activities.
• Ensure OHS requirements are incorporated into operational procedures and service agreements.
• Manage escalations, major incidents, and risk mitigation activities.

Key Interfaces

• Customer Operations & Service Management Teams
• Account Management & Sales Teams
• Support & Repair Operations (Local & Global)
• Logistics, Supply Chain & Finance Functions
• Market Area MEMA and Global Support Organizations

Education

• Bachelor’s degree in Engineering, Telecommunications, Business Administration or related field.
• Master’s degree is an advantage.

Experience

• 7+ years of experience in service delivery, customer support, repair operations or related areas in the telecom or technology industry.
• Proven experience managing customer-facing service deliveries with SLAs and complex contracts.
• Demonstrated track record in leading governance with key customers and handling escalations.
• Experience in repair operations, logistics, RMA processes or hardware support is strongly preferred.
• Prior experience in a senior or lead role coordinating cross-functional teams is an advantage.

Competencies and Skills

• Strong customer relationship and stakeholder management skills.
• Good understanding of telecom networks, hardware repair processes and support models.
• Solid business acumen, including financial analysis, budgeting and cost control.
• Ability to interpret and manage contracts, SLAs and KPIs.
• Strong analytical and problem-solving skills with a continuous improvement mindset.
• Excellent communication and presentation skills in English; additional local languages are a plus.
• Ability to work in a matrix organization and lead without direct authority.
• High sense of ownership, accountability and follow-through.

Personal Attributes

• Customer-focused and results-oriented.
• Structured, organized and able to manage multiple priorities.
• Collaborative, with strong interpersonal skills.
• Resilient under pressure and comfortable managing escalations.
• Proactive and innovative, seeking opportunities to improve and add value.

Additional Information

• The role may require occasional travel within CU NMA countries and to Ericsson locations as per business needs.
• Flexibility in working hours may be needed to support customer operations and critical escalations.