Service Delivery Manager

Ericsson; Plano (TX); On-site; USD 120,000 - 170,000; Full time

Benefits offered by this job

Health benefits

401(k) plan with company match

Paid time off and holidays

Job summary

Ericsson Inc. in Plano, TX seeks a Service Delivery Manager to lead large-scale hardware delivery programs across the Americas.

You will own end-to-end service delivery, oversee governance with customers and partners, and drive performance across logistics, budgeting, and continuous improvement. The ideal candidate brings 10+ years in supply chain and program management, strong customer relationship skills, and advanced Office/Power BI capabilities to translate data into strategic actions.

Qualifications

• Bachelor’s degree or higher in Business, Supply Chain Management, Engineering, Operations, Logistics, Telecommunications, or a related field.
• Minimum of 10 years of progressive experience in supply chain operations, logistics, service delivery, business operations, and large-scale program management.
• Strong knowledge of hardware logistics, transportation operations, customs requirements, trade compliance, and customer delivery processes.
• Proven track record of driving operational excellence through process optimization, automation, performance management, and continuous improvement.
• Strong financial, analytical, and problem-solving skills with experience managing budgets, forecasts, and business performance.
• Exceptional customer relationship management, stakeholder engagement, executive communication, and presentation skills.
• Proven ability to lead and influence matrixed, cross-functional teams.
• Advanced proficiency in Microsoft Office applications, particularly PowerPoint, Excel, and Power BI, with the ability to translate data into actionable business insights.

Responsibilities

• Direct end-to-end service delivery for hardware and logistics programs, ensuring compliance with contractual commitments, SLAs, budgets, and delivery milestones.
• Serve as the primary customer-facing leader, building trusted relationships and leading governance reviews with customers, partners, vendors, and internal stakeholders.
• Partner with Logistics Managers and cross-functional teams to oversee hardware movement, delivery performance, issue resolution, and risk mitigation.
• Manage program financials, including forecasting, budget management, cost controls, and identification of efficiency opportunities.
• Establish, monitor, and continuously improve KPIs, operational metrics, reporting, and governance processes to drive delivery excellence and head off potential risks.
• Lead escalations and coordinate cross-functional teams to resolve operational, logistics, compliance, and service delivery challenges.
• Drive continuous improvement through process optimization, automation, AI-enabled solutions, and operational best practices.
• Lead and influence matrixed teams while supporting resource planning, capability development, and business growth initiatives.

Skills

Leadership

Customer management

Program management

Strategic thinking

Data-driven decisions

Education

Bachelor's degree or higher

Tools

Power BI

Excel

PowerPoint

Job description

Ericsson Inc. does not sponsor U.S work authorizations for this job position including U.S. immigration filings for initial and/or change of employer paperwork for H-1’s, H-1B1’s, E-3’s, O-1’s, and TN’s. Ericsson also does not hire F-1’s working on CPT or EAD for this position.

Join our Team

About this opportunity

• Job Location: Plano, TX
• Ericsson Inc. does not sponsor U.S work authorizations for this job position including U.S. immigration filings for initial and/or change of employer paperwork for H-1’s, H-1B1’s, E-3’s, O-1’s, and TN’s. Ericsson also does not hire F-1’s working on CPT or EAD for this position.

Ericsson is seeking a highly motivated and results-driven Service Delivery Manager (SDM) to lead the successful execution of large-scale supply chain and hardware delivery programs across hyperscale customer environments throughout the Americas. This role is accountable for the end-to-end delivery of third-party hardware and associated services through Ericsson’s supply chain and to customer locations, ensuring programs are delivered safely, on time, within budget, and to Ericsson’s high-quality standards.

The ideal candidate will serve as a trusted partner to customers and internal stakeholders, balancing operational excellence, customer satisfaction, financial performance, and continuous improvement. Working in a fast-paced and rapidly evolving environment, the SDM will leverage data, metrics, automation, and strong leadership capabilities to optimize service delivery, drive efficiency, and support the growth of Ericsson’s hyperscale business. The role will rely on Logistics Managers and operational teams for the technical execution of hardware movements while providing overall program leadership, governance, and customer engagement.

What You Will Do

As a Service Delivery Manager, you will play a pivotal role in ensuring world-class delivery performance across a portfolio of hardware logistics and supply chain programs. You will provide strategic oversight, program management, operational leadership, and customer engagement while fostering a culture of accountability, innovation, and continuous improvement.

Key responsibilities include

• Direct end-to-end service delivery for hardware and logistics programs, ensuring compliance with contractual commitments, SLAs, budgets, and delivery milestones.
• Serve as the primary customer-facing leader, building trusted relationships and leading governance reviews with customers, partners, vendors, and internal stakeholders.
• Partner with Logistics Managers and cross-functional teams to oversee hardware movement, delivery performance, issue resolution, and risk mitigation.
• Manage program financials, including forecasting, budget management, cost controls, and identification of efficiency opportunities.
• Establish, monitor, and continuously improve KPIs, operational metrics, reporting, and governance processes to drive delivery excellence and head off potential risks.
• Lead escalations and coordinate cross-functional teams to resolve operational, logistics, compliance, and service delivery challenges.
• Drive continuous improvement through process optimization, automation, AI-enabled solutions, and operational best practices.
• Lead and influence matrixed teams while supporting resource planning, capability development, and business growth initiatives.

The Skills You Bring

To be successful in this role, you combine deep operational and supply chain expertise with strong leadership, customer management, and strategic problem-solving capabilities. You are comfortable navigating ambiguity, managing multiple priorities, and driving measurable business outcomes in complex environments.

Qualifications and experience include

• Bachelor’s degree or higher in Business, Supply Chain Management, Engineering, Operations, Logistics, Telecommunications, or a related field.
• Minimum of 10 years of progressive experience in supply chain operations, logistics, service delivery, business operations, and large-scale program management.
• Strong knowledge of hardware logistics, transportation operations, customs requirements, trade compliance, and customer delivery processes.
• Proven track record of driving operational excellence through process optimization, automation, performance management, and continuous improvement.
• Strong financial, analytical, and problem-solving skills with experience managing budgets, forecasts, and business performance.
• Exceptional customer relationship management, stakeholder engagement, executive communication, and presentation skills.
• Proven ability to lead and influence matrixed, cross-functional teams.
• Advanced proficiency in Microsoft Office applications, particularly PowerPoint, Excel, and Power BI, with the ability to translate data into actionable business insights.

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.

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:

United States (US) || Plano (Country/ City)

Job details:

Service Delivery Manager

Compensation And Benefits At Ericsson

At Ericsson, we know that our people are the key to our success. We offer a competitive package to help with your individual needs and goals.

Your Pay

The salary range for this position is dependent on various factors including, but not limited to, location, and the candidate’s combination of job-related knowledge, qualifications, skills, education, training, and experience.

Short-Term Variable Compensation Plan:

Your pay also includes the opportunity for an annual bonus. Actual bonus payouts are based on performance of the business against the unit’s objectives, individual performance, and the individual bonus target. Certain eligibility and pro-ration rules apply.

Your Health

Ericsson offers excellent health benefits including the choice of three medical plan options and a dental plan option that allow an employee to select the level of coverage that suits their needs. Employees will receive company credits in an amount equal to the cost that Ericsson pays toward the cost of their medical and dental premiums for themselves and eligible covered dependents.

Your Financial Security

We invest in both your short and long-term financial wellbeing. The Ericsson US 401(k) Plan offers an automatic 3% company contribution and Ericsson match $1 for every $1 you put into the 401(k) Plan on the first 3% of your eligible pay, plus 50 cents on every $1 on the next 2% of eligible pay. When you contribute at least 5% of eligible pay, you are receiving Ericsson’s full matching contributions of 4%. Matching and company automatic contributions stop when your total eligible pay for the year reaches the IRS limits. Employees will also receive company credits in an amount equal to the cost of basic life insurance and basic accidental death and dismemberment coverage, as well as short-term and long-term disability coverage. Employees also have the option to participate in Ericsson’s Stock Purchase Plan.

Your Time

Your work-life balance is important to us. New employees are provided a minimum of 15 days of accrued vacation, up to 3 personal days per year, 11 annual holidays, 8 hours of volunteer time, and 80 hours of sick time annually. Please note paid time off is pro-rated based on the employee’s start date. Furthermore, Ericsson provides up to 16 weeks of paid maternity leave and 6 weeks of parental or adoption leave at 100% of pay.

Additional Benefits

Ericsson offers many other company-paid benefits such as financial wellness programs, educational assistance, matching gifts, and recognition programs.