Service Delivery Manager

## Join our Team About this opportunity: We are looking for an experienced and results-driven Service Delivery Manager to join Ericsson. In this role, you will be the primary owner of end-to-end customer support delivery, responsible for ensuring full contractual compliance, operational excellence, and sustained customer satisfaction. You will lead delivery teams, drive financial performance, and build strong, long-term relationships with customer stakeholders. This is a high-impact role that combines technical leadership, financial accountability, and strategic customer engagement in a fast-paced, dynamic environment. Prior experience working within Ericsson's organizational structure and service delivery ecosystem is considered a strong advantage for this position. Familiarity with Ericsson's internal tools, platforms, and operational processes (e.g., ITSM frameworks, ENM, OSS/BSS environments) is highly preferred. What you will do: • Customer & Contract Management; Own and manage customer relationships, ensuring service delivery is fully aligned with contractual obligations and Service Level Agreements (SLA) • Develop and maintain Procedure Manuals collaboratively with customers, ensuring operational clarity and compliance • Drive contract retention strategies and follow established contract management processes • Take ownership of escalations both customer-initiated and internal and lead resolution through to closure • Financial Leadership; Maintain a strong understanding of the financial aspects of contracts, including PO bookings, revenue recognition, and margin management • Utilize budget and cost tools to drive cost optimization and ensure financial targets are met • Demonstrate business awareness and familiarity with customer support portfolio models and 3PP (Third-Party Provider) tools • Technical Leadership & Operational Excellence • Accept, secure, and deliver against operational and technical KPIs in line with contractual requirements • Work closely with Support and Repair domains and Support Operations Managers to ensure consistent service delivery • Lead resource planning and competence development strategies aligned with delivery demands • Collaborate with the Account team to identify add-on sales opportunities and contribute to business growth initiatives • Ensure full adherence to corporate and local Occupational Health and Safety (OHS) regulations across the delivery team The skills you bring: • Contract Lifecycle Management end-to-end contract oversight and compliance • Financial Acumen PO bookings, revenue recognition, budget management, cost optimization • Service Delivery Models & Strategy deep knowledge of customer support portfolios and managed services frameworks • Technical KPI Management ability to define, track, and deliver operational and technical SLA/KPI targets • Business Relationship Management – senior stakeholder engagement and customer success orientation • 3PP & Vendor Management experience working with third-party providers and associated tools • Sales Opportunity Creation identifying upsell and cross-sell opportunities in collaboration with Account teams • Data Analysis leveraging data to drive service improvement and informed decision-making • Knowledge Sharing & Collaboration ability to work cross-functionally across support, repair, and operations domains • Occupational Health & Safety awareness of and commitment to OHS standards • Trade Compliance understanding of relevant regulatory and trade compliance requirements 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 solutions never seen before 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 champion 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 Employer. learn more. Primary country and city: Uganda (UG) || Kampala Req ID: 781583