Job Title: Manager – Regional Key Accounts Organisation: MTN…
Ericsson Careers – Service Delivery Manager
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.
& 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.
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:
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:
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.
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.
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