Job Purpose:
The Service Delivery Manager is responsible for end-to-end ownership of customer service delivery, ensuring all contractual, operational, technical, and financial obligations are met. The role focuses on maintaining SLA compliance, driving customer satisfaction, and supporting business growth through strong stakeholder and account management.

Key Responsibilities

Customer & Contract Management

• Own end-to-end customer relationships and ensure full compliance with SLAs and contract terms
• Develop and maintain operational procedure manuals jointly with customers
• Manage contract retention and ensure adherence to contract management processes
• Handle and resolve escalations (customer and internal) through to closure

Service Delivery & Operational Excellence

• Ensure delivery against operational and technical KPIs as defined in contracts
• Coordinate with support, repair, and operations teams to maintain service continuity
• Oversee resource planning and capability development within delivery teams
• Ensure compliance with Occupational Health and Safety (OHS) standards

Financial Management

• Manage financial aspects of service contracts including PO bookings and revenue recognition
• Monitor budgets, costs, and margins to ensure financial targets are achieved
• Use cost optimization tools to improve service efficiency and profitability

Business Growth & Stakeholder Engagement

• Work with account teams to identify upsell and cross-sell opportunities
• Maintain strong relationships with senior customer stakeholders
• Contribute to service improvement and customer satisfaction initiatives

Vendor & Ecosystem Management

• Manage third-party providers (3PPs) and related service delivery tools
• Coordinate across internal and external teams to ensure seamless service delivery

Data & Performance Management

• Track, analyze, and report on service KPIs and operational performance
• Use data insights to drive continuous service improvement and decision-making

Qualifications & Experience

• Bachelor’s degree in Telecommunications, IT, Engineering, Business, or related field
• Strong experience in service delivery / managed services / telecom operations
• Prior experience in Ericsson environments (ENM, OSS/BSS, ITSM tools) is an advantage
• Proven background in:
  • SLA / contract management
  • Customer relationship management
  • Financial and operational performance management
• Experience working with enterprise or telecom accounts in a technical delivery environment

Key Competencies

• Contract lifecycle and SLA management
• Financial acumen (budgets, revenue, cost control)
• Strong technical KPI and service performance management
• Stakeholder and customer relationship management
• Data-driven decision making
• Vendor/third-party coordination
• Strong communication and escalation handling
• Ability to manage complex, high-pressure service environments