Service Delivery Manager
Core
Accountable customer-facing service-delivery interface ensuring service continuity, operational stability, and incident coordination for private customers in Ukraine and governmental contracts.
Role type
Senior Service Delivery Manager
Builds
Service continuity and operational stability for telecom customers
Domain
Telecommunications / Network Operations
Required skills
Customer-facing service delivery, Incident coordination, Stakeholder management, Risk management, SLA governance, Contract governance
Preferred skills
Telecom networks (packet core, IMS, cloud-native), Ericsson Support & Repair models, 24/7 support operations
Technologies
Packet core, IMS, Cloud-native platforms
Responsibilities
Lead governance, service reviews, KPI discussions, and action tracking; Coordinate high-impact incidents and emergencies end-to-end; Manage support-ticket, problem, and risk lifecycles; Lead customer and project handovers into steady-state support; Orchestrate cross-functional recovery and continuous improvement; Contribute to SLAs, service descriptions, and business continuity plans.
Seniority
Senior, hands-on IC