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Ericsson

Service Delivery Manager

Ericsson

Uganda Full time Others
Posted: May 24, 2026 4 weeks ago 18 views

Job Description

JOB VACANCY: SERVICE DELIVERY MANAGER
ORGANIZATION
Ericsson
JOB SUMMARY
Ericsson is seeking an experienced and results-driven Service Delivery Manager to lead end-to-end customer support delivery. The role focuses on ensuring contractual compliance, operational excellence, financial performance, and strong customer relationships within Ericsson’s service delivery ecosystem.
Prior experience working within Ericsson systems (such as ITSM frameworks, ENM, OSS/BSS environments) is highly desirable.
KEY DUTIES & RESPONSIBILITIES
1. CUSTOMER & CONTRACT MANAGEMENT
  • Own end-to-end customer relationships
  • Ensure full compliance with SLAs and contractual obligations
  • Develop and maintain operational procedure manuals with customers
  • Manage escalations and drive resolution to closure
  • Lead contract retention strategies
2. FINANCIAL MANAGEMENT
  • Manage PO bookings, revenue recognition, and margins
  • Drive cost optimization using budget tools
  • Ensure contracts meet financial performance targets
  • Understand service portfolio and 3PP (third-party provider) models
3. SERVICE DELIVERY & TECHNICAL LEADERSHIP
  • Ensure delivery of operational and technical KPIs
  • Coordinate with support and repair teams
  • Lead resource planning and capability development
  • Ensure compliance with Occupational Health & Safety (OHS) standards
  • Collaborate with account teams for business growth opportunities
4. BUSINESS GROWTH & COLLABORATION
  • Identify upsell and cross-sell opportunities
  • Work closely with account and operations teams
  • Strengthen long-term customer partnerships
  • Use data-driven insights for service improvement
REQUIRED QUALIFICATIONS
  • Bachelor’s degree in Computer Engineering, Electronics & Communication, or Telecommunications Engineering
  • Minimum 15+ years of experience in service delivery management
KEY SKILLS & COMPETENCIES
  • Contract lifecycle management (end-to-end oversight)
  • Strong financial management (budgeting, revenue recognition, cost control)
  • Expertise in service delivery models and managed services frameworks
  • KPI and SLA performance management
  • Strong stakeholder and customer relationship management
  • Vendor and third-party provider management (3PP)
  • Data analysis and decision-making skills
  • Trade compliance and OHS awareness
  • Strong leadership and cross-functional collaboration
HOW TO APPLY
Apply online via the official recruitment portal:
Ericsson Careers
IMPORTANT NOTE
  • Only shortlisted candidates will be contacted


About Company

Ericsson

Ericsson

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Job Overview

  • Job Type: Full time
  • Experience Level: Intermediate
  • Education Level: Bachelors
  • Vacancies: 1
  • Category: Others
  • Location: Uganda
  • Application: External Website

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