Our Exciting Opportunity!

We are now looking for an experienced MS Delivery Manager (MSDM) to secure end-to-end delivery of Managed Services contracts for our Spanish-speaking customer accounts.
This role is responsible for the operational and financial performance of the account, leading virtual, cross-functional delivery teams to meet committed SLAs and WLAs. You will act as an extension of management, playing a key role in the success of the account through both operational leadership and stakeholder relationship management.
You will initiate improvement plans whenever deviations are detected, working closely with the Regional Delivery Manager and other delivery stakeholders to keep performance on track.

You will:

• Own end-to-end service delivery, ensuring activities are executed in line with delivery requirements and closely monitoring the teams delivering the service
• Drive operational and financial performance in accordance with the contract (WLA), covering both service delivery and customer network performance
• Secure that quality and cost of delivered services are fully aligned with the contract and with internal performance and quality requirements
• Own productivity and efficiency of the delivery teams under your responsibility, and ensure optimal team dimensioning against contract scope
• Build strong collaboration and a positive team spirit across delivery teams to achieve account targets
• Report performance indicators (KPIs) as required by the local or global WLA
• Develop and maintain excellent relationships with internal and external customers
• Identify and implement cost efficiency measures, including automation and fault elimination, together with delivery stakeholders
• Own operational management, ensuring delivery teams remain compliant with contractual SLAs and drive end-to-end operational excellence
• Manage cost forecasting and track actual costs against forecast, escalating any over-delivery to management
• Lead contract transformation and handover activities, ensuring operational readiness for new contracts and change requests on running ones
• Define the delivery team structure ("pyramid") for each Managed Services contract, in line with contractual scope
• Own performance and quality escalations, resolving them in accordance with the MS Network escalation management process
• Initiate and drive improvement plans in response to deviations, problems, or customer complaints/escalations
• Propose and implement Service Delivery improvement initiatives across your account(s)
• Represent Ericsson in meetings with external customers, including occasional travel for customer and internal meetings.

To be successful in the role you must have:

• 5+ years of previous experience managing contract delivery, ideally within Managed Services or Telecom
• 3+ years of management experience, including direct resource and budget management
• Telecom experience gained on the vendor and/or service provider side
• BSc degree or equivalent
• Fluent English, written and spoken
• Fluent Spanish, written and spoken — mandatory, given the Spanish-speaking customer base covered by this role
• Highly developed line management skills, leading by example, self-motivated and comfortable working under pressure
• Strong interpersonal communication skills, with the ability to communicate effectively at executive level, internally and externally
• A customer-oriented, business-minded and consultative approach, with a clear focus on profitability
• Strong skills in driving change, with the ability to prioritize and plan your own work to meet assigned schedules and targets
• Ability to work efficiently as part of a global delivery team
• Analytical mindset with strong problem-solving capability
• Good knowledge of the products and systems used in the customer's network, and understanding of the customer's business environment
• Deep understanding of the Managed Services delivery business and of Ericsson's Service Delivery processes for Managed Services and Hosting
• Highly adaptive, thriving in a rapidly changing environment, and comfortable questioning the status quo to drive positive, high-impact change.

Perks:

We understand that your happiness and success go hand in hand. That's why we have a wide array of employee benefits and perks that not only cater to your needs but extend their warmth to your family. We are a workplace that embraces the value of work-life balance, where your personal life is revered and respected. Our innovative work environment is designed to be hybrid, family-friendly, and flexible, ensuring you have the freedom to thrive in both your professional and personal spheres.

Here are some of our benefits:

• 25 + vacation days and additional 2 days off per year for personal time
• Flexy time and hybrid ways of working, with additional support for home office from the company
• Medical subscription for you and your close family
• Life and accidents insurance coverage
• Flexible benefits monthly budget and 1000+ offers to choose from (gym, meal vouchers, travel, pension, retailers vouchers, personal development classes, gifts and many others)
• Short and long term variable pay plans available company wide.

Other programs:

• rewards and recognition program to appreciate and be inspired by others
• refer a friend and choose to work with those close to you

• internal communities of CSR Volunteers and sports teams
Learning platforms and programs to develop your skills, as well as curated external content from various libraries.