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Managed Services Delivery Manager
Ericsson
Riyadh, KSA
Full-time
Senior · 10+ years experience
Onsite
Discovered 2 days ago
Ericsson Operations EngineITILAIOps
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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.
Key responsibilities
- 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.
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