About this opportunity:
We are looking for a Service Delivery Director for HCP Engineering Services that will lead a matrixed technical team that delivers complex engineering, automations, and lifecycle management solutions to our Hyperscalers’ contracts that spans 190 countries world-wide.
This leader is customer facing and will provide customer solutioning, technical services support, drive efficiencies, and process industrialization for our service delivery teams.
This role requires a deep understanding of IT Data Center technology, Internet Service Provider (ISP) and Colo networking topology, and global service delivery of a customer contract.
What you will do:
Engineering and Deployment
Plan and design network capacity for data center IT hardware, including optical transport hardwarePerform engineering assessment of customer BOMs and manage product lifecycleOwn customer technical solutions, MOPs, and FOA for new customer solutionsAnalyze project requests, provide LOE estimates, and conduct training for new technology upgradesSupport presales engagements for new service offerings
Quality Management and RCA
Build trust-based customer relationships and lead initiatives to improve service quality and customer satisfactionLead the RCA process and drive quality improvement initiatives as per customer expectationsAudit existing processes across service delivery domains to identify gaps and enhance quality
Tools and Automation
Own and manage all tools for customer contract deliveryAssess ROI and quality effectiveness of IT budget for customer tools integrationDrive efficiency and quality improvement using AI and ML technologyEnsure optimal use of Ericsson’s MSDP tool suite (MITO, ITSM, ITOL) in all delivery functions
The skills you bring:
Required Qualifications: Bachelor’s degree in Engineering, Computer Science, or related science discipline, with at least 10 years’ experience in data center technology, automation, operations management, and large-scale deployment programs.Technical Expertise: Proficiency in data center technology, program management, and comprehensive understanding of Hyperscale Cloud Providers (HCP), Internet Service Provider (ISP) operations, and telecom industry challenges.Business Acumen: Strong grasp of project management principles, business operations, finance, and telecom products and services, with a focus on future trends.Global Service Delivery: Experience in global delivery models, including offshore and nearshore units, and flexibility to work across multiple time zones to meet delivery deadlines.Influential Leadership: Demonstrated ability to collaborate with subordinates, colleagues, and senior management, with established relationships in the senior service provider management.Strong Organizational Skills: Well-organized and capable of managing multiple concurrent activities effectively
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.
What happens once you apply?
Click Here to find all you need to know about what our typical hiring process looks like.
Encouraging a diverse and inclusive organization is core to our values at Ericsson, that's why we nurture it in everything we do. We truly believe that by collaborating with people with different experiences we drive 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 and Affirmative Action employer, learn more.
If you need assistance or to request an accommodation due to a disability, please contact Ericsson at hr.direct.mana@ericsson.com
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
Job details: MS Delivery Manager