Service Delivery Lead — Performance & Strategy

Ericsson AB; Ciudad de México; Hybrid; MXN 1,000,000 - 1,800,000; Full time

Job summary

Ericsson Mexico seeks a Service Delivery Line Manager to lead service delivery operations in Mexico City. You will drive performance management, align resources with cost and competence, and ensure adherence to defined KPIs, SLAs, and contractual obligations while supporting service sales initiatives.

You will oversee unit finances, forecast needs, and leverage Merlin and data analytics to optimize capacity and performance.

Qualifications

• Experience in service delivery management and performance tracking.
• Ability to align service delivery with contracts, KPIs, and SLAs.
• Strong analytical and forecasting capabilities.
• Experience with budget management and cost control.

Responsibilities

• Drive performance management and ensure adherence to processes, methods, and tools.
• Conduct resource and competence management to align resources with cost and required skills.
• Manage unit finances to maintain a balanced budget for the unit.
• Ensure service delivery has defined KPI/SLA targets and contract alignment.
• Support service sales by promoting delivery capabilities.

Skills

Data analytics

Strategic Planning

Financial acumen

Employee performance management

Market insights

Tools

Merlin

Forecasting tools

Job description

Ericsson Mexico seeks a Service Delivery Line Manager to lead service delivery operations in Mexico City. You will drive performance management, align resources with cost and competence, and ensure adherence to defined KPIs, SLAs, and contractual obligations while supporting service sales initiatives.

You will oversee unit finances, forecast needs, and leverage Merlin and data analytics to optimize capacity and performance.