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About this opportunity:

 

We are looking for a Service Delivery Director to manage all Operate Services for our Hyperscaler’s customer contracts globally.

You will lead a team that delivers Operate and Maintenance services (30,000+ break-fix tickets/year) across 190+ countries. Your team provides 24x7 support (L1 and L2) from Ericsson’s Global Service Centers and onsite break-fix services through 700+ certified field engineers for our customer’s multivendor optical backbone and edge networks.  

 

What you will do:
 

Global Project Execution- Ensure that your team provides high-quality, efficient, and effective service delivery of installation and integration programs, server decommissioning and data eradication projects for customer’s compute and Network/transport HW equipment (HPE, Cisco, Juniper, Arista, Ciena, etc.)Performance Assurance- Secure that contract SLA for service delivery is achieved by your team. Further enhance our performance measurement systems to evaluate and improve the efficiency and effectiveness of service delivery processesQuality- Further develop and improve our quality assurance processes to ensure the delivery of high-quality services. Conduct regular reviews and audits to identify areas for improvementResource Management- Allocate resources efficiently to meet client needs and organizational objectives. Optimize resource utilization and manage capacity planningVendor Performance- Develop and maintain a robust ASP supplier governance framework, including QBR content and performance metrics, enhancing accountability and performance through improved scorecard results and stakeholder feedbackRisk & Safety Management- Identify and mitigate risks associated with service delivery. Develop and implement contingency plans to address potential issue

 

 

The skills you bring:

 

Educational Background- Bachelor’s degree in Engineering, Computer Science, or a related science discipline requiredExtensive Experience- At least 10 years’ experience in a combination of data center technology, driving automation, managing operations, and delivering large-scale deployment programs.Technical Expertise- Background in data center technology, program management, and understanding of the innerworkings of Hyperscale Cloud Providers (HCP) and Internet Service Provider (ISP) locations. Solid telecom industry knowledge and extensive experience to address operational challenges including problem-solving and issue resolution.Project Management and Business Acumen- Strong understanding of project management principles, business operations, finance, and telecom product and services environment, including future trendsGlobal Service Delivery- Experience in utilizing a global delivery model working with offshore and nearshore delivery units, and the willingness to work across multiple time zones to meet delivery deadlinesInfluential Leadership- Ability to effectively influence and collaborate with subordinates, colleagues, and senior management, and existing relationships with senior service provider managementOrganization- Ability to manage multiple concurrent activities with ease

 

 

 

​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: Service Delivery Manager