Dec 31, 2020

Service Delivery Manager

  • Ericsson -Ethiopia
  • Addis Ababa, Ethiopia
FULL_TIME Customer Service Jobs in Ethiopia Information Technology Jobs in Ethiopia Management Jobs in Ethiopia

Job Description

Posted date: Dec 31 2020

Job Location: Addis Ababa, AA, ET

Company: Ericsson

At Ericsson, you can be a game changer! Because working here isn’t just a deal. It’s a big deal. This means that you get to leverage our 140+ years of experience and the expertise of more than 95,000 diverse colleagues worldwide. As part of our team, you will help solve some of society´s most complicated challenges, enabling you to be ‘the person that did that.’ We’ve never had a greater opportunity to inspire change; setting the bar for technology to be inclusive and accessible; empowering an intelligent, sustainable, and connected world.

 

Are you in?

Our Exciting Opportunity

We are now looking for a Service Delivery Manager who will be responsible for ensuring the correct and proper delivery of customer support services to our customers. In this role, you will be responsible for the Technical and financial performance of delivered customer support services.  You will also ensure that agreed margins are achieved whilst delivering Service Level Agreement fulfillment and customer satisfaction. The role also includes leading the customer network support engineers’ team and working closely with the competence centers, global support, and product line maintenance teams.

 

You will 

  • Work closely with and secure customer contract fulfillment
  • Collaborate and maintain relationships
  • Distribute information to internal partners and call out delivery Issues
  • You will stay up to date with financial data
  • Identify new business opportunities
  • 24/7 support in emergency situations

 

To be successful in the role you are

  • Min. Graduate Degree in Engineering (Telecommunication or IT preferred) or Equivalent
  • Min 10 years of working experience and at least 5 years of Service Delivery Management experience.
  • E2E knowledge of Telecom Network including Radio, Core, and Revenue Management Nodes
  • Financial analysis skills
  • Negotiation and argumentation
  • You possess PROPS-C process and hardware services knowledge
  • Change and improvement management skills
  • You will promote knowledge sharing and mentoring
  • Trade compliance knowledge
  • Responsible for delivering results & meeting customer expectations
  • You will drive Entrepreneurial & Commercial Thinking
  • Leading & Supervising
  • Deciding & initiating action
  • You are capable of coping with pressures & setbacks
  • Promote networking

 

You should also have

  • Very good leadership and management skills
  • Excellent social skills and strong customer orientation
  • Self-motivated and teammate.
  • Ability to adapt to change
  • Ability to work under pressure