Job Title: Service Delivery Manager
Organisation: Ericsson
Duty Station: Kampala, Uganda
About Organisation:
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.
Job Summary: 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.
Key Duties and Responsibilities:
- 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
Qualifications, Skills and Experience:
- 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
How to Apply:
All suitably qualified and Interested applicants should apply online at the link below.
NB: Only shortlisted candidates will be contacted.
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Level of Education: bachelor degree
Work Hours: 8
Experience in Months: 60