Service Delivery Manager: Driving Global Efficiency

Ericsson; Ciudad de México; On-site; MXN 900,000 - 1,500,000; Full time

Job summary

Ericsson in Mexico City seeks a Service Delivery Manager to optimize delivery operations, design metrics, and build competency models for global efficiency and profit growth. You will lead process improvements, compliance, and cross-functional collaboration, with a focus on data-driven decision making.

Requirements include a Bachelor’s degree or 5+ years in related fields, strong English/Spanish, and ability to work from the Mexico City office, with occasional travel as needed.

Qualifications

• Bachelor’s degree or 5+ years’ experience in supply chain, logistics, operations, engineering, business, or related field.
• Experience in customer operations, hardware services, technical service delivery, supply chain, logistics, repair operations, or comparable environment.
• Experience managing operational performance across multiple teams, suppliers, or logistics service providers.
• Understanding of warehouse operations and inventory management, reverse logistics, repair flows, transportation, and customer fulfillment.
• Experience with service-level agreements, operational KPIs, escalations, root-cause analysis, and continuous-improvement plans.
• Strong stakeholder-management skills with cross-functional collaboration experience.
• Professional fluency in English and Spanish, written and spoken.

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 management of career paths, trainings, education, and certification plans.
• Maintain compliance with group directives, legal and financial directives, frameworks, processes, and tools.
• Uphold high standards of data security, privacy, and adherence to E+OHS regulations.

Skills

Change management

Audit & assessment

Risk management

Process management

Negotiation

Performance management

Service delivery framework

Knowledge sharing

Data analytics

Financial acumen

ML concepts

AI concepts

Skills taxonomy

Ericsson portfolio

Bilingual English/Spanish

Education

Bachelor’s degree or 5+ years’ experience in supply chain, logistics, operations, engineering, business, or related field

Tools

ERP

Warehouse management

Order management

Power BI

Excel

Job description

Ericsson in Mexico City seeks a Service Delivery Manager to optimize delivery operations, design metrics, and build competency models for global efficiency and profit growth. You will lead process improvements, compliance, and cross-functional collaboration, with a focus on data-driven decision making.

Requirements include a Bachelor’s degree or 5+ years in related fields, strong English/Spanish, and ability to work from the Mexico City office, with occasional travel as needed.