Service Delivery Manager

Join our Team
We are looking for an experienced Service Delivery Manager to lead the delivery of Managed Services for key customer accounts. You will be responsible for ensuring service excellence, meeting contractual commitments, driving customer satisfaction, and managing operational performance.
Acting as the primary customer interface, you will work closely with internal delivery teams and stakeholders to ensure services are delivered efficiently and continuously improved.
What you will do

• Own the end-to-end delivery of Managed Services for assigned customers.
• Ensure achievement of agreed SLAs, KPIs, and contractual commitments.
• Build and maintain strong customer relationships and act as the primary escalation point.
• Lead service review meetings and provide regular performance reporting.
• Drive incident, problem, and escalation management activities.
• Manage delivery budgets and support contract renewals and service improvements.
• Collaborate with Sales and Account teams to identify growth opportunities.
• Ensure compliance with company policies, processes, and safety requirements.

You will bring

• Bachelor's degree in Engineering, Information Technology, Telecommunications, or a related field.
• 10+ years of experience in Service Delivery, Managed Services, Customer Operations, or similar roles.
• Experience managing enterprise customers within Telecommunications, ICT, Networking, or Managed Services environments.
• Strong understanding of SLA management, service governance, and operational delivery.
• Excellent stakeholder management, communication, and problem-solving skills.
• Commercial awareness with experience managing budgets and customer expectations.
• ITIL certification or equivalent service management experience is highly desirable.
• Customer-first mindset with a strong focus on service excellence.
• Ability to manage multiple stakeholders and priorities.
• Strong leadership, communication, and decision-making skills.
• A proactive approach to continuous improvement and business growth.

What happens once you apply? Click Here to find all you need to know about what our typical hiring process looks like.We encourage you to consider applying to jobs where you might not meet all the criteria. We recognize that we all have transferrable skills, and we can support you with the skills that you need to develop.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: Australia (AU) || Sydney
Job details: Service Delivery Manager
Job Stage: Job Stage 7
Primary Recruiter: Sushmita Centeno
Hiring Manager: Brad Adrian
Full Time Employment