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Service Delivery Manager job at Ericsson
Posted by: great-volunteer
Posted date: 2026-May-23
Location: Kampala
Service Delivery Manager 2026-05-22T18:53:27+00:00 Ericsson https://cdn.ugashare.com/jsjobsdata/data/employer/comp_3181/logo/Ericsson.png https://www.ericsson.com/ FULL_TIME Kampala Kampala 00256 Uganda Professional Services Management, Business Operations, Computer & IT, Customer Service, Science & Engineering 2026-06-02T17:00:00+00:00 8 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. 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: - Bachelor's degree in Computer, Electronics and Communication or Telecommunications Engineering
- Minimum 15+ years of experience in service delivery ecosystem and management
- 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. - 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
- 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
- Bachelor's degree in Computer, Electronics and Communication or Telecommunications Engineering
- Minimum 15+ years of experience in service delivery ecosystem and management
JOB-6a10a627acdb4 Vacancy title:
Service Delivery Manager Jobs at:
Ericsson Deadline of this Job:
Tuesday, June 2 2026 Duty Station:
Kampala | Kampala Summary
Date Posted: Friday, May 22 2026, Base Salary: Not Disclosed JOB DETAILS:
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. 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: - Bachelor's degree in Computer, Electronics and Communication or Telecommunications Engineering
- Minimum 15+ years of experience in service delivery ecosystem and management
- 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. Work Hours: 8 Experience in Months: 180 Level of Education: bachelor degree Job application procedure
Application Link:Click Here to Apply Now
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