Service Delivery Manager
Ericsson · Kyiv
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About the Role
We're looking for an experienced Service Delivery Manager to join Ericsson's MEMA NEW S&R, CU SEE organization. In this role, you'll take accountability for customer engagement, service performance, operational stability, and incident coordination for private customers in Ukraine, and not only, as well as support governmental contracts.
You will work at the intersection of customer relationships and operational delivery—ensuring service continuity, customer confidence, disciplined incident and ticket management, and effective coordination across Ericsson teams and external partners.
You'll be joining a team directly supporting customers across Ericsson's EMEA Customer Unit SEE.
What you will do;
- Act as the accountable customer-facing service-delivery interface, leading governance, service reviews, KPI discussions, action tracking, risk management, and transparent stakeholder communication.
- Coordinate high-impact incidents, emergencies, and management escalations end to end by mobilizing the right technical, leadership, project, product, and partner stakeholders and driving recovery through to root-cause analysis and corrective actions.
- Manage support-ticket, problem, and risk lifecycles, preventing backlog growth and communication gaps while ensuring resilient backup, coverage, and escalation models.
- Lead customer and project handovers into steady-state support, ensuring operational readiness across documentation, access, topology knowledge, support scope, contacts, rosters, and escalation procedures.
- Orchestrate cross-functional recovery and continuous improvement across S&R, Customer Support, Managed Services, SDU, projects, product organizations, and external partners, clarifying ownership, governance, and decision rights.
- Contribute to SLAs, service descriptions, support-model design, contract governance, business continuity, service acceptance, and partner readiness while ensuring compliance with Ericsson security, health and safety, access, and emergency-management requirements.
The skills you bring:
- Proven customer-facing experience in service delivery, operations, support, incident coordination, account management, or a related field, including strategic customers, complex incidents, escalations, service reviews, and distributed teams.
- Practical understanding of telecom networks, packet core, IMS, cloud-native platforms, network operations, or comparable technology environments; experience with Ericsson Support & Repair, handovers, transformation, SLAs, KPIs, business continuity, or subcontractor operating models is an advantage.
- Strong customer focus, executive presence, and stakeholder-management and negotiation skills, with the ability to communicate clearly and influence across organizational boundaries.
- Proactive, structured, and resilient, with sound judgement, practical risk-assessment capability, and the ability to remain calm and decisive during emergencies and escalations, including shared 24/7 support.
- Commitment to facts, transparency, measurable outcomes, continuous improvement, confidentiality, and responsible decision-making, including the ability to challenge requests that create safety, security, compliance, or personal-risk exposure.
- Bachelor's degree in telecommunications, engineering, computer science, business, or a related field, or equivalent experience;
- Ukrainian language proficiency and residence in Ukraine are required, together with strong written and spoken English.
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 champion 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 Employer. learn more.
Primary country and city: Ukraine (UA) || Kiev
Req ID: 791065