Managed Services Delivery Manager

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 About this opportunity: The Managed Services Delivery Manager is accountable for the end-to-end delivery of contracted managed services for assigned customers. The role ensures that services are delivered safely, reliably, efficiently, and in line with contractual commitments, customer expectations, Ericsson governance, and agreed business outcomes. The role leads cross-functional delivery teams across operations, service management, engineering, suppliers, and customer stakeholders. It drives service performance, operational excellence, continual improvement, risk management, and customer satisfaction throughout the service lifecycle.

This role is aligned with Ericsson’s Service Delivery Management job family and managed-services delivery model, including data-driven, AI-enabled operations through the Ericsson Operations Engine. Own delivery governance for assigned managed-services contracts, including service performance, operational reviews, risks, issues, dependencies, and improvement plans. Act as the primary operational interface for the customer and ensure transparent communication on service performance, incidents, problems, changes, risks, and business priorities. Lead service reviews and governance forums with customers, internal stakeholders, partners, and suppliers. Ensure delivery against agreed service-level agreements, key performance indicators, operational targets, financial commitments, and regulatory requirements. Coordinate incident, problem, change, and crisis-management activities, ensuring timely escalation and effective restoration of service. Drive continual service improvement through automation, standardisation, analytics, AI-enabled operations, process optimisation, and lessons learned. Maintain delivery readiness, operational plans, resource alignment, competence coverage, and business-continuity arrangements. Identify delivery risks and opportunities; define mitigation actions and track them to closure. Ensure accurate operational reporting, service-performance analysis, forecasting, and executive-level communications. Support contract compliance, commercial governance, invoicing accuracy, cost control, and delivery-margin improvement in collaboration with account and commercial teams. Lead or contribute to transition, transformation, service expansion, renewal, and change initiatives. Promote a strong culture of customer focus, accountability, quality, safety, security, ethics, and continuous improvement. Ensure that operational activities comply with Ericsson policies, information-security requirements, local regulations, and relevant customer obligations. Join our Team 
 Required qualifications and experience Bachelor’s degree in telecommunications, information technology, engineering, business, or a related discipline; equivalent professional experience may be considered. 10+ years of proven experience in managed services, telecommunications, IT service management, network operations, cloud operations, or a comparable service-delivery environment. Experience managing complex, multi-vendor, multi-technology, or geographically distributed operations for business & operational critical solutions. Demonstrated experience managing service-level agreements, operational KPIs, customer governance, escalations, and continual improvement. Strong understanding of ITIL or comparable service-management principles. Experience leading cross-functional teams and influencing stakeholders without direct authority. Experience with operational reporting, financial awareness, risk management, and performance improvement. Strong written and verbal communication skills, including the ability to present to senior customer and internal stakeholders. Professional fluency in English; additional local-language capability is an advantage.

Experience in Ericsson managed services for cloud, enterprise IT, or Business and Operational Support