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Service Delivery Manager Kampala

Posted by Ericsson Private Central
  • Company: Ericsson
  • Experience: Undefined
  • Studies: Undefined
  • Category: IT - Internet - E-business
  • Contract: Undefined
  • Salary: Undefined

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

 

Service Delivery Manager (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) fulfillment
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.

The SDM will have in-depth knowledge of the customer’s network,
business strategies, plans and financial situation in order to be able
to identify new business opportunities and increase sales to the
customer.

 

Responsibilities and Tasks

 

Business management of Customer Support SLA.

Relationship management of customer support business with customer.

Financial follow-up and drive improvements in CS financials.

Manage warranty and SLA by ensuring (through RSC, GSC, and
third parties) that all services are delivered according to contractual
commitments and are within the contractual scope.

Manage warranty and service contracts from cost point of view
(responsible for cost forecasting, follow up on actual costs versus
budget costs) to ensure that agreed profitability is achieved.

Manage the customer’s expectations and perception of
Ericsson´s delivery of the SLA in order to ensure excellent Customer
Satisfaction.

Follow up sales leads with Service Account Manager (SAM)
and/or Key Account Manager (KAM) to increase the customer support
business and customer satisfaction.

Ensure that escalation procedure is followed and that
expectations and perceptions of customer are at all times managed in a
professional manner.

 

Position Qualifications

Core Competences:

 

Advanced skills in managing SLAs, understanding portfolio and relationship to service delivery

Advanced financial understanding and business acumen

Good understanding of operator processes

Excellent Customer Relationship Management skills.

Advanced negotiations skills and conflict management skills

 

Minimum Qualifications & Experience Requirements:

 

University or college degree in Electrical or Computer Engineering.

At least 5 years of experience from Support Services, Network
Operations, Consulting or Project Management within the Telecom or
similar industry.

Fluency in English
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