Service Delivery Manager

Date:
Feb 24, 2015

Location:
Addis Ababa, Addis Ababa, ET

Company:
Ericsson

Req ID: 66868

Ericsson Overview

Ericsson is a world-leading provider of telecommunications equipment & services to mobile & fixed network operators. Over 1,000 networks in more than 180 countries use Ericsson equipment, & more than 40 percent of the world’s mobile traffic passes through Ericsson networks. Using innovation to empower people, business & society, we are working towards the Networked Society, in which everything that can benefit from a connection will have one. At Ericsson, we apply our innovation to market-based solutions that empower people & society to help shape a more sustainable world.


We are truly a global company, working across borders in 175 countries, offering a diverse, performance-driven culture & an innovative & engaging environment where employees enhance their potential everyday. Our employees live our vision, core values & guiding principles. They share a passion to win & a high responsiveness to customer needs that in turn makes us a desirable partner to our clients. To ensure professional growth, Ericsson offers a stimulating work experience, continuous learning & growth opportunities that allow you to acquire the knowledge & skills necessary to reach your career goals.

Job Summary

SDM shall take ownership of the customer relationship responsible for ensuring the correct and proper delivery of Customer Support services as specified in the contracted support agreements with Ericsson’s customers Agreement (SLA) fulfilment and customer satisfaction.


SDM will task manage the Customer Network Support (CNS) Engineers team and work closely with the Competence Centre’s, Global Support and Product Line Maintenance in this function.

Responsibilities & Tasks

Secure customer contract fulfillment

Develop and maintain relationships

Distribute info to internal stakeholders and escalate Delivery Issues

Be up to date with financial data

Identify new business opportunities

Position Qualifications

Core Competences:

Market insight and Administrative Skills

Planning and Organizing Skills

Presentation and Communication skill

Financial understanding

Negotiation and argumentation skills

Ericsson Model for Project Management

Software Support and Hardware Support

Change management and Language Skills

Delivering Results & Meeting Customer Expectations

Entrepreneurial & Commercial Thinking

Leading & Supervising

Deciding & Initiating Action

Coping with Pressures & Setbacks

Relating & Networking

Minimum Qualifications & Experience Requirements:

Preferred Qualifications & Experience Requirements:

Very good leadership and management Skills

Excellent interpersonal Skills and Strong customer orientation.

Self-motivated and works well under pressure

Very good ability to adapt to change

Additional Requirments, Physical Demands, Region/Local Specifications:

 

 

 

 

 

 

Primary country and city: Ethiopia (ET) || Addis Ababa || Addis Ababa || Consulting&SysInt IT; ProdMgt; R&D SalesStratMkt&ComMgt ServEng; SharedServ; Stud&YP Supply&Log

Job Segment:
Service Manager, Telecom, Telecommunications, Consulting, Manager, Customer Service, Technology, Management

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