HWS Support Operations Management

Ericsson; Santiago de Querétaro; On-site; MXN 1,130,000 - 1,695,000; Full time

Job summary

Ericsson seeks a dynamic Service Delivery Management professional to support and enhance our delivery workforce. You will design delivery models, establish metrics, and foster a culture of global efficiency and profitable growth.

The role requires leadership across multiple teams and a strong focus on compliance, security, and continuous improvement. The ideal candidate brings 5+ years in supply chain or service delivery, fluent English and Spanish, and the ability to work from the Mexico City

Qualifications

• Bachelor’s degree or 5+ years’ experience in supply chain, logistics, operations, or related field.
• Experience in customer operations, hardware services, technical service delivery, or a similar environment.
• Experience managing operational performance across multiple teams, suppliers, or logistics providers.
• Understanding of warehouse operations, inventory management, reverse logistics, repair flows, transportation and customer fulfillment.
• Experience with SLAs, KPIs, escalations, root-cause analysis, and continuous-improvement plans.
• Strong stakeholder-management across customers, senior leaders, technical teams, and external providers.
• Professional fluency in English and Spanish, written and spoken.
• Ability to work from Mexico City office at least 4 days per week, with occasional travel.

Responsibilities

• Manage and streamline Service Delivery processes for enhanced efficiency.
• Develop, implement, and support new business initiatives and add-on-sales opportunities.
• Oversee performance management to ensure robust quality management frameworks and data trend analyses.
• Enable competence build-up through meticulous management, coordinating career paths, trainings, education, and certification plans.
• Maintain strong compliance adherence to group directives, legal and financial directives, as well as frameworks, processes, and tools.

Skills

Change and Improvement Management

Audit and Assessment

Risk management

Process Management

Negotiation

Data Analytics

Machine Learning Concepts

Artificial Intelligence Concepts

Knowledge Sharing

Ericsson Portfolio

Education

Bachelor’s degree or 5+ years’ experience in related field

Tools

ERP systems

Warehouse-management systems

Power BI

Job description

Join our Team

About this opportunity:

Ericsson is seeking a dynamic Service Delivery Management professional to support and enhance our delivery workforce's efficiency. The ideal candidate will utilize effective delivery tools, operational processes, and innovative ways of working to support our team. They will also establish appropriate metrics and competency models. As a critical role in our organization, the Service Delivery Manager will design and execute delivery models, systems, and procedures within our Service Delivery department to foster an environment that champions global efficiency and catalyzes profitable growth.

What you will do:

• Manage and streamline Service Delivery processes for enhanced efficiency.
• Develop, implement, and support new business initiatives and add-on-sales opportunities.
• Oversee performance management to ensure robust quality management frameworks and data trend analyses.
• Enable competence build-up through meticulous management, coordinating career paths, trainings, education, and certification plans.
• Maintain strong compliance adherence to group directives, legal and financial directives, as well as frameworks, processes, and tools.
• Uphold high standards of data security, privacy, and adherence to global and local Environmental and Occupational Health and Safety (E+OHS) regulations.

The skills you bring:

• Change and Improvement Management.
• Audit and Assessment.
• Risk management.
• Process Management.
• Negotiation.
• Performance Management DGS.
• Management of Service Delvery Framework.
• Knowledge Sharing and Collaboration Skills.
• Data Analytics.
• Financial Acumen.
• Machine Learning Concepts.
• Skills and Skills taxonomy management.
• Artificial Intelligence Concepts.
• Ericsson Portfolio.

What you bring

• Bachelor’s degree or 5+ years’ experience in supply chain, logistics, operations, engineering, business, or a related field.
• Significant experience in customer operations, hardware services, technical service delivery, supply chain, logistics, repair operations, or a comparable environment.
• Experience managing operational performance across multiple teams, suppliers, or logistics service providers.
• Demonstrated understanding of warehouse operations, inventory management, reverse logistics, repair flows, transportation, and customer fulfillment.
• Experience working with service-level agreements, operational KPIs, escalations, root-cause analysis, and continuous-improvement plans.
• Strong stakeholder-management skills, with the ability to work effectively with customers, senior leaders, technical teams, supply organizations, finance, sourcing, and external providers.
• Professional fluency in English and Spanish, written and spoken.
• Ability to work from Mexico City office at least 4 days per week, and minimal travel occasionally for customer, warehouse, provider, and internal operational needs.
• Ability to influence without formal authority, establish accountability, communicate clearly, and make sound decisions in a complex, multicultural environment.

Preferred experience

• Experience in telecommunications, network equipment, ICT, or technology services.
• Experience supporting large telecom operators or complex multinational customers.
• Experience with regional warehouse operations and third-party logistics providers.
• Familiarity with RMA, spare-parts, repair-center, end-of-support, and cross-border hardware-support processes.
• Experience with enterprise resource planning (ERP), warehouse-management, order-management, customer-support, or service-delivery platforms.
• Experience using Microsoft applications, including Excel, Word, PowerPoint, and Power BI.
• Working knowledge of Mexican customs, trade compliance, import/export, and transportation requirements.
• Experience leading operational reviews using data, dashboards, and structured corrective-action methods.

What success looks like

• Strategic customers receive predictable, transparent, and contract-aligned Hardware Services execution.
• The Mexico warehouse operates with clear controls, reliable inventory visibility, timely transactions, and effective provider governance.
• Customer escalations are surfaced early, managed with the right stakeholders, and closed with documented root-cause actions.
• Replacement, repair, return, and replenishment flows meet agreed service levels and improve over time.
• Forecasts, inventory decisions, shipment data, and financial inputs are accurate enough to support sound operational decisions.
• Customers and internal partners understand ownership, escalation paths, current status, and next actions.
• Cross-functional teams and external providers operate with stronger accountability, safety, compliance, and continuous-improvement discipline.

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.

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: Mexico (MX) || Mexico City