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About this opportunity:

As a Service Delivery Manager at Ericsson, you'll hold the central role of steering customer relationships and ensuring superior service delivery. Apart from overseeing the business execution aimed at customer satisfaction, your duties will also encompass environmental, health, and safety performance of deliveries. Fulfilling customer satisfaction, managing the budget, and adhering to Service Level Agreements (SLA) will fall under your purview. Additionally, you'll have the exciting opportunity to actively contribute to our sales processes and identify viable business opportunities working alongside the Account team.

What you will do:

• Drive the fulfillment to contractual obligations within Customer Support deliveries.

• Establish a Service Level Agreement and Procedures Manual in collaboration with the customers.

• Act as the owner and driver of escalations, whether from the customer or internal sources.

• Effectively monitor deviations in cost and planned budget to ensure margins on contracts.

• Provide valuable input for resource dimensioning and competence planning.

• Constantly communicate with customers and follow up on critical topics to foster a satisfying relationship.

• Gather and share insights about customer's business status, marketing strategies, and competitor relations with delivery and account teams.

• Remain updated on CS delivery models, strategies, and Ericsson portfolio while adopting best practices.

• Identify and prioritize add-on sales opportunities.

• Ensure the compliance of delivery teams to corporate and local Occupational Health and Safety (OHS) regulations, document necessary sections in the SLA, and monitor mandatory training and certifications.

The skills you bring:

• Contract Lifecycle Management.

• Value Creation.

• Financial Analysis.

• Knowledge Sharing and Collaboration Skills.

• Ericsson Portfolio.

• Business Acumen.

• Sales opportunity creation.

• Business Relationship Management.

• Sales process.

• Data Analysis.

• Customer Success.

• Service Delivery Models and Strategy.

• Machine Learning.

• Occupational Safety And Health.

• Trade Compliance.

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.
What happens once you apply?

Click Here to find all you need to know about what our typical hiring process looks like.

Encouraging a diverse and inclusive organization is core to our values at Ericsson, that's why we champion it in everything we do. We truly believe that by collaborating with people with different experiences we drive innovation, which is essential for our future growth. We encourage people from all backgrounds to apply and realize their full potential as part of our Ericsson team. Ericsson is proud to be an Equal Opportunity Employer. learn more.

Primary country and city: Brunei Darussalam (BN) || Brunei

Req ID: 776511