Service Delivery Manager

Ericsson; Ottawa; On-site; CAD 90,000 - 130,000; Full time

Job summary

Ericsson is seeking a Service Delivery Manager in Ottawa to enhance customer relationships and ensure exceptional service delivery. This role involves managing financial, commercial, and operational aspects of customer support services, driving improvements, and collaborating with various teams to meet customer satisfaction goals.

Qualifications

• Minimum of 6 years of experience in Service Delivery Management or Customer Service.
• Proven expertise in Ericsson BSS/Charging solutions.
• Strong customer orientation and ability to manage change.

Responsibilities

• Lead cross-organizational teams to enhance service delivery performance.
• Manage customer relationships and oversee business execution.
• Ensure compliance with Service Level Agreements (SLAs).

Skills

Leadership

Communication

Analytical Skills

Negotiation

Technical Management

Education

Bachelor's degree in Engineering

Job description

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At this time, Ericsson Canada Inc. does not provide immigration assistance/sponsorship now or in the future for this position.

About this opportunity: As a Service Delivery Manager at Ericsson, you will play a key role in managing customer relationships and ensuring exceptional service delivery. You will oversee business execution to achieve customer satisfaction, manage budgets, and ensure compliance with Service Level Agreements (SLAs). This high-impact position involves managing the financial, commercial, and operational aspects of our customer support services, particularly in one of Ericsson's largest and fastest-growing BSS/Charging deployments with a top-tier telecom customer. You will also contribute to sales processes and identify new business opportunities in collaboration with the Account team, while ensuring environmental, health, and safety standards are met. Join us to drive superior service delivery and enhance customer happiness.

What you will do:

1. Lead and coordinate cross-organizational teams to enhance service delivery performance and resolve issues efficiently.
2. Develop and nurture strong customer relationships while identifying and supporting upsell opportunities from regular operations.
3. Establish proactive systems and processes for continuous improvement and effectiveness.
4. Oversee the customer network support engineers’ team and collaborate with competence centers, global support, product line maintenance teams, sourcing teams, and third-party vendors.
5. Manage emergency incidents and high-visibility issues, ensuring effective troubleshooting and resolution.
6. Ensure accurate and timely follow-ups through to root cause analysis (RCA) for all incidents.
7. Drive initiatives to improve structured service delivery and support network infrastructure development.

The skills you bring:

1. Bachelor's degree in Engineering with a minimum of 6 years of experience.
2. Proven expertise in Ericsson BSS/Charging solutions and exceptional troubleshooting/technical management skills.
3. Strong leadership and management abilities.
4. Effective communication skills and a strong customer orientation.
5. Financial competence paired with analytical skills.
6. Ability to manage change and drive improvements.
7. Self-motivated with a strong team-oriented mindset.
8. Adaptability to change and resilience under pressure.
9. Skilled in negotiation and argumentation.
10. Prior experience in Service Delivery Management or Customer Service is preferred.

Available work locations for this position: Ottawa preferred, Montreal could be considered.

What happens once you apply?

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

Ericsson uses a merit-based hiring approach that values people with different experiences, perspectives and skillsets. We truly believe this approach drives 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.

If you need assistance or to request an accommodation due to a disability, please contact Ericsson at [e-mail].

DISCLAIMER: The above statements are intended to describe the general nature and level of work being performed by employees in this position. They are not an exhaustive list of all responsibilities, duties and skills required for this position, and you may be required to perform additional job tasks as assigned.

Primary country and city: Canada (CA) || Ottawa

Seniority level

• Not Applicable

Employment type

• Full-time

Job function

• Other

Industries

• Telecommunications