Leads end-to-end hardware and service delivery to hyperscaler sites across a designated market. Manages customer relationships, SLAs, KPIs, cost efficiency, international logistics, customs, trade compliance, governance, and continuous improvement. Leads globally distributed matrixed teams, plans resources, develops capabilities, and partners with sales and compliance stakeholders to ensure compliant, high-quality deployments.
Join our Team
About this opportunity:
We are seeking an experienced, customer-facing Service Delivery Manager (SDM) to lead end-to-end delivery of hardware and services to hyperscaler sites across a designated market area, with full accountability for on-time execution and cost management.
The ideal candidate brings deep expertise in global supply chain operations, international hardware logistics, in-country delivery complexities, customs and regulatory requirements, and Ericsson's trade compliance framework and directives. The SDM is accountable for driving high-quality, consistent service delivery by leading matrixed teams, maintaining strong customer relationships, and continuously optimizing delivery processes for performance and operational excellence.
What you will do:
Customer Management
Service Delivery Oversight
Team Leadership
The skills you bring:
Key Skills & Competencies
Why join Ericsson?At Ericsson, you'll have an outstanding opportunity. The chance to use your skills and imagination to push the boundaries of what's possible. To build solutions never seen before to some of the world's toughest problems. You'll be challenged, but you won't be alone. You'll be joining a team of diverse innovators, all driven to go beyond the status quo to craft what comes next.
What happens once you apply? Click Here to find all you need to know about what our typical hiring process looks like.Encouraging a diverse and inclusive organization is core to our values at Ericsson, that's why we champion it in everything we do. We truly believe that by collaborating with people with different experiences we drive innovation, which is essential for our future growth. We encourage people from all backgrounds to apply and realize their full potential as part of our Ericsson team. Ericsson is proud to be an Equal Opportunity Employer. learn more.
Primary country and city: Brazil (BR) || Sao Paulo
Req ID: 789432
About this opportunity:
We are seeking an experienced, customer-facing Service Delivery Manager (SDM) to lead end-to-end delivery of hardware and services to hyperscaler sites across a designated market area, with full accountability for on-time execution and cost management.
The ideal candidate brings deep expertise in global supply chain operations, international hardware logistics, in-country delivery complexities, customs and regulatory requirements, and Ericsson's trade compliance framework and directives. The SDM is accountable for driving high-quality, consistent service delivery by leading matrixed teams, maintaining strong customer relationships, and continuously optimizing delivery processes for performance and operational excellence.
What you will do:
Customer Management
- Build and maintain relationships with internal and external stakeholders, keeping customer experience and satisfaction as the primary focus.
- Proactively identify and drive strategic initiatives that elevate the customer experience.
- Deliver impactful, performance-driven business reviews that inspire customer confidence.
Service Delivery Oversight
- Continuously optimize the performance, quality, and cost-efficiency through resource planning, offshoring strategies, automation, and process improvement.
- Ensure end-to-end hardware and services delivery consistently meets or exceeds customer service level agreements (SLAs).
- Define and monitor internal key performance indicators (KPIs) to drive continuous service delivery performance improvement.
- Lead regular governance cadences with key stakeholders, including Customers, Program Directors, Market Areas, and delivery functions across global support centers.
- Partner with Sales and Trade Compliance to ensure 100% compliant deployments across all in-scope countries.
Team Leadership
- Lead a matrixed, globally distributed service delivery team with clear direction, coaching, and support.
- Ensure the right competencies and capabilities are in place to deliver consistently at the highest quality.
- Anticipate resource needs, build supporting business cases, and plan proactively for succession.
The skills you bring:
- Experience across global supply chain management, sourcing, large-scale program delivery, finance, and business operations.
- Fluency in English, Spanish, and Portuguese.
- Proven leadership across internal and external service delivery programs, with strong stakeholder management and executive-level communication skills.
- Track record of managing high-expectation customer relationships in fast-paced, demanding environments.
- Ability to lead and influence matrixed, cross-functional teams across multiple time zones.
- Deep knowledge of Ericsson's global supply chain and sourcing processes, international hardware logistics, in-country delivery complexities, and customs regulations and trade compliance requirements.
- Results-driven, with a consistent history of meeting or exceeding SLAs and KPIs.
Key Skills & Competencies
- Strategic, data-driven people leader who builds and develops high-performing teams aligned with Ericsson's values.
- Polished communicator and visual storyteller skilled in executive-ready presentations and insight-driven recommendations.
- Forward-thinking, highly organized professional adept at managing multiple priorities and proactively surfacing risks.
Why join Ericsson?At Ericsson, you'll have an outstanding opportunity. The chance to use your skills and imagination to push the boundaries of what's possible. To build solutions never seen before to some of the world's toughest problems. You'll be challenged, but you won't be alone. You'll be joining a team of diverse innovators, all driven to go beyond the status quo to craft what comes next.
What happens once you apply? Click Here to find all you need to know about what our typical hiring process looks like.Encouraging a diverse and inclusive organization is core to our values at Ericsson, that's why we champion it in everything we do. We truly believe that by collaborating with people with different experiences we drive innovation, which is essential for our future growth. We encourage people from all backgrounds to apply and realize their full potential as part of our Ericsson team. Ericsson is proud to be an Equal Opportunity Employer. learn more.
Primary country and city: Brazil (BR) || Sao Paulo
Req ID: 789432
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