Support Services Manager

Ericsson

1d

About The Position

We are looking for a Service Delivery Manager who is accountable for ensuring a high-quality, efficient, and effective delivery for all teams delivering to Ericsson’s hyperscaler accounts. This leader will provide an AI-driven automation and tools roadmap, new customer introduction services, and process industrialization for our global hyperscaler programs. This role requires a deep understanding of data center technology and Internet Service Provider (ISP) ways of working. It also involves strategic planning, global team management, and continuous improvement of service delivery processes.

Requirements

• A bachelor’s degree or higher education in engineering.
• At least 10 years’ experience in a combination of hands-on data center engineering, driving successful automations, managing operations, and supporting large-scale deployment programs.
• Telecom industry knowledge and extensive experience to address operational challenges, including problem-solving and issue resolution.
• Experience in utilizing a global delivery model working with offshore and nearshore delivery units.
• Willingness to work across multiple time zones to meet delivery deadlines.
• Proficiency using the MS Office

Responsibilities

• Lead a matrixed global team who will drive the tools and automation strategy, creating and prioritizing business cases, gaining MSCLT approval.
• Execute the plan and drive adoption and feedback.
• Create and align on process and engineering standards with the Core 3 for new programs, as well as provide pre-sales support and LOEs for RFXs.
• For pilot projects, the team will create BOMs and conduct reviews, create MOPs, scripting, and testing protocols prior to creating handover documents for the delivery teams.
• Work to ensure that all processes and technologies are vetted and improve the quality and efficiency of the program prior to being introduced to the delivery organization for their use.
• Be accountable for engineering, automating, and industrializing new processes across the organization, as well as auditing and updating current ones with feedback from RCAs.
• Program effectiveness is modeled and measured.

Benefits

• 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.
• 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.
• 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.
• Ericsson offers many other company-paid benefits such as financial wellness programs, educational assistance, matching gifts, and recognition programs.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager