Service Delivery Manager

Technology, Data & Digital · Software & Web Development · Software Engineering · Network Administration · IT Support

In short

Ericsson is seeking an experienced Service Delivery Manager in Ukraine to lead customer engagement, service performance, and operational stability for private and governmental contracts. This role involves coordinating incidents, managing support tickets, and ensuring service continuity with strong customer focus and stakeholder management skills.

Responsibilities

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.

Requirements

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.
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.

Desired Qualifications

Experience with Ericsson Support & Repair, handovers, transformation, SLAs, KPIs, business continuity, or subcontractor operating models is an advantage.

Benefits

Outstanding opportunity to use your skills and imagination to push the boundaries of what's possible.
Build solutions never seen before to some of the world’s toughest problems.
Be challenged, but not alone; join a team of diverse innovators.
Drive innovation by collaborating with people with different experiences.
Opportunity to realize your full potential as part of the Ericsson team.
Ericsson is proud to be an Equal Opportunity Employer.

Skills

telecom networkspacket coreIMScloud-native platformsnetwork operationsSLAsKPIsbusiness continuity

#Service Delivery Manager#Ericsson#Ukraine#telecom#customer engagement#service performance#operational stability#incident coordination#governmental contracts

About Ericsson

Pioneering technology for connecting billions of people worldwide

Our purpose \nTo create connections that make the unimaginable possible.\n\nOur vision\nA world where limitless connectivity improves lives, redefines business and pioneers a sustainable future.\n\nOur values\nPerseverance, professionalism, respect and integrity.\n\nThe future is a place for purpose & vision – ours are clear, and we invite partners, customers and consumers to join us in our journey. \n\nFor a brighter future. For all. Let's #ImaginePossible

See all open jobs at Ericsson Read more about Ericsson Website

Company

Ericsson

Job Posted

2 days ago

Employment Type

Full Time

Work mode

On Site

Experience Level

Mid-Senior

Locations

Odessa, Ukraine

Kiev, Ukraine

Qualification

Bachelor

Applicants

Be an early applicant

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