Job Title: Service Delivery Manager
Organisation: Ericsson
Duty Station: Kampala,
Uganda
Uganda
Req ID: 33272
About Ericsson:
Ericsson is a world-leading provider of
telecommunications equipment & services to mobile & fixed network
operators. Over 1,000 networks in more than 180 countries use Ericsson
equipment, & more than 40 percent of the world’s mobile traffic passes
through Ericsson networks. Using innovation to empower people, business &
society, we are working towards the Networked Society, in which everything that
can benefit from a connection will have one. At Ericsson, we apply our
innovation to market-based solutions that empower people & society to help
shape a more sustainable world.
telecommunications equipment & services to mobile & fixed network
operators. Over 1,000 networks in more than 180 countries use Ericsson
equipment, & more than 40 percent of the world’s mobile traffic passes
through Ericsson networks. Using innovation to empower people, business &
society, we are working towards the Networked Society, in which everything that
can benefit from a connection will have one. At Ericsson, we apply our
innovation to market-based solutions that empower people & society to help
shape a more sustainable world.
We are truly a global company, working across borders
in 175 countries, offering a diverse, performance-driven culture & an
innovative & engaging environment where employees enhance their potential
everyday. Our employees live our vision, core values & guiding principles.
They share a passion to win & a high responsiveness to customer needs that
in turn makes us a desirable partner to our clients. To ensure professional
growth, Ericsson offers a stimulating work experience, continuous learning
& growth opportunities that allow you to acquire the knowledge & skills
necessary to reach your career goals.
in 175 countries, offering a diverse, performance-driven culture & an
innovative & engaging environment where employees enhance their potential
everyday. Our employees live our vision, core values & guiding principles.
They share a passion to win & a high responsiveness to customer needs that
in turn makes us a desirable partner to our clients. To ensure professional
growth, Ericsson offers a stimulating work experience, continuous learning
& growth opportunities that allow you to acquire the knowledge & skills
necessary to reach your career goals.
Job Summary: The Ericsson
Service Delivery Manager (SDM) will take ownership of the customer relationship
responsibility by ensuring the correct and proper delivery of Customer Support
services as specified in the contracted support agreements with Ericsson’s
customers Agreement (SLA) fulfillment and customer satisfaction. The SDM will
have in-depth knowledge of the customer’s network, business strategies, plans
and financial situation in order to be able to identify new business
opportunities and increase sales to the customer.
Service Delivery Manager (SDM) will take ownership of the customer relationship
responsibility by ensuring the correct and proper delivery of Customer Support
services as specified in the contracted support agreements with Ericsson’s
customers Agreement (SLA) fulfillment and customer satisfaction. The SDM will
have in-depth knowledge of the customer’s network, business strategies, plans
and financial situation in order to be able to identify new business
opportunities and increase sales to the customer.
Key Duties and Responsibilities:
- Business management of Customer Support SLA.
- In charge of relationship management of
customer support business with customer. - Financial follow-up and drive improvements in CS
financials. - Oversee warranty and SLA by ensuring (through
RSC, GSC, and third parties) that all services are delivered according to
contractual commitments and are within the contractual scope. - Manage warranty and service contracts from cost
point of view (responsible for cost forecasting, follow up on actual costs
versus budget costs) to ensure that agreed profitability is achieved. - Manage the customer’s expectations and perception
of Ericsson´s delivery of the SLA in order to ensure excellent Customer
Satisfaction. - Follow up sales leads with Service Account
Manager (SAM) and/or Key Account Manager (KAM) to increase the customer
support business and customer satisfaction. - Ensure that escalation procedure is followed and
that expectations and perceptions of customer are at all times managed in
a professional manner.
Qualifications, Skills and Experience:
- The candidate should hold a Good University or
college degree in Electrical or Computer Engineering. - A minimum of five years’ experience from Support
Services, Network Operations, Consulting or Project Management within the
Telecom or similar industry. - Advanced skills in managing SLAs, understanding
portfolio and relationship to service delivery - Advanced financial understanding and business acumen
- Good knowledge and understanding of operator
processes - Excellent Customer Relationship Management
skills. - Advanced negotiations skills and conflict
management skills - Fluency in English
How to Apply:
If you believe you are one of the ideal candidates for
this opportunity in working with the world’s leading provider of
telecommunications equipment & services, Ericsson, then visit the web link
below for full job details and Apply Online.
this opportunity in working with the world’s leading provider of
telecommunications equipment & services, Ericsson, then visit the web link
below for full job details and Apply Online.
