Lead Service Delivery Manager

Ericsson Telecommunications Pte. Ltd.; Singapore; On-site; SGD 70,000 - 100,000; Full time

Job summary

A leading telecommunications company is seeking a skilled Service Delivery Manager in Singapore. The role focuses on maintaining client relationships, ensuring quality service delivery, and effectively managing budgets to fulfill service level agreements. The ideal candidate should possess strong skills in contract lifecycle management, customer success, and sales opportunity creation. The position is pivotal for optimizing service delivery and enhancing customer satisfaction while adhering to safety standards.

Responsibilities

• Ensure contractual fulfillment and manage customer expectations.
• Engage in contract establishment and renewals.
• Develop a Service Level Agreement and Procedures Manual with the customer.
• Act as the escalation point for both customer and internal reasons.
• Secure margins on contracts through efficient management of costs and budget.
• Provide inputs for resource dimensioning and competence planning.
• Communicate effectively with customers and ensure adequate follow up.
• Facilitate knowledge sharing and adoption of CS delivery models and strategies.
• Stay updated on Ericsson portfolio and best practices.
• Identify and prioritize add-on sales opportunities.
• Ensure delivery teams' adherence to corporate and local Occupational Health and Safety (OHS) regulations.

Skills

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

Job description

About this opportunity:

Ericsson is currently seeking a Service Delivery Manager (SDM) to join our dynamic team. The SDM will play a crucial role in maintaining the client relationships and ensuring proper customer support service delivery. As an SDM, you will be responsible for the business execution and also the environmental, health, and safety performance of deliveries. A competent SDM will demonstrate the ability to effectively manage a budget, fulfill the service level agreement (SLA), and ensure optimal customer satisfaction. Your contribution to the sales process and identification of business opportunities with the account team will be vital in this role.

What you will do

• Ensure contractual fulfillment and manage customer expectations.
• Engage in contract establishment and renewals.
• Develop a Service Level Agreement and Procedures Manual with the customer.
• Act as the escalation point for both customer and internal reasons.
• Secure margins on contracts through efficient management of costs and budget.
• Provide inputs for resource dimensioning and competence planning.
• Communicate effectively with customers and ensure adequate follow up.
• Facilitate knowledge sharing and adoption of CS delivery models and strategies.
• Stay updated on Ericsson portfolio and best practices.
• Identify and prioritize add-on sales opportunities.
• Ensure delivery teams' adherence to corporate and local Occupational Health and Safety (OHS) regulations.

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.