Service Delivery Manager (Core)

Ericsson; Plano (TX); On-site; USD 110,000 - 170,000; Full time

Benefits offered by this job

Health benefits

401(k) plan with employer match

Generous paid time off

Maternity/paternity leave

Job summary

Ericsson is seeking a Service Delivery Manager II in Plano, Texas, to oversee end-to-end service delivery for 4G/5G Core networks. You will coordinate governance, monitor SLAs, and report performance while collaborating with cross-functional teams to minimize customer impact.

The role emphasizes ITIL/ITSM proficiency, security/compliance awareness, and deep Core Network knowledge. A strong customer focus and engineering background are essential for success in an AI-enabled Ericsson environment.

Qualifications

• Strong customer focus with Verizon stakeholders.
• Solid background in Core Network technologies including EPC.
• Proficiency in ITIL/ITSM processes (incident, change, RCA).
• Understanding of security controls and compliance in network operations.

Responsibilities

• Serve as Ericsson's primary operational contact for Verizon across 4G/5G Core Network services.
• Lead governance forums with Verizon and internal stakeholders.
• Monitor and ensure SLAs/KPIs: availability, incident response, change success, security, compliance.
• Coordinate cross-functional teams to minimize customer impact during incidents.
• Drive readiness for new 5G/6G solutions, including handover to operations.

Skills

ITIL/ITSM

Core Network (EPC)

Stakeholder management

Communication

Security/compliance

Education

Engineering / IT degree

Tools

ITSM tools

Job description

Join our Team

About This Opportunity

This role is responsible for end-to-end service delivery management across the 4G and 5G Core Network domains, covering service governance, SLA performance, change management, and continuous improvement. The Service Delivery Manager II serves as a key operational point of contact for Verizon, coordinating activities across Ericsson teams and owning communication, governance, and performance reporting. This position ensures that 4G and 5G Core Network services delivered within the Support & Repair scope consistently meet agreed contractual, performance, and quality expectations.

What You Will Do

• Serve as the primary Ericsson operational contact for Verizon across 4G and 5G Core Network services
• Lead and facilitate regular governance forums with Verizon and internal stakeholders
• Monitor and ensure fulfillment of agreed SLAs and KPIs, including service availability, incident response, change success rates, security, and compliance metrics
• Coordinate cross-functional teams to minimize customer impact and restore service during major incidents
• Drive operational readiness for new 5G and 6G solutions, features, and releases, including acceptance criteria, handover to operations, and documentation
• Coordinate implementation of security controls across the Core Network domain
• Lead continuous improvement initiatives to enhance service quality and operational performance

The Skills You Bring

• Strong customer focus with the ability to build trusted working relationships with Verizon stakeholders
• Solid background in Core Network technologies and operations, including Evolved Packet Core (EPC)
• Proficiency in ITIL/ITSM frameworks, including incident, problem, change management, RCA, and ticket handling
• Understanding of security controls and compliance requirements within network operations
• Experience with Tier-1 operators; Verizon experience is an advantage
• Strong communication skills, including escalation management
• A degree in Engineering, IT, or a related field; ITIL and security certifications are a plus
• AI is becoming core to how we build and deliver at Ericsson. We're seeking talent who are ready to learn, adapt, and develop the skills needed to thrive in an AI-enabled future.

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.

Important Information

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.

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.

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.