Managed Services Delivery Manager

About the Role

Ericsson is seeking a Managed Services Delivery Manager to join their team in Riyadh. This full-time role involves the end-to-end delivery of contracted managed services for assigned customers, ensuring services are provided safely, reliably, and efficiently. The position requires adherence to contractual commitments, customer expectations, Ericsson governance, and agreed business outcomes.

Role Responsibilities

The Managed Services Delivery Manager leads cross-functional delivery teams across operations, service management, engineering, suppliers, and customer stakeholders. Key responsibilities include:

• Owning delivery governance for assigned managed-services contracts, including service performance, operational reviews, risks, issues, dependencies, and improvement plans.
• Acting as the primary operational interface for the customer, ensuring transparent communication on service performance, incidents, problems, changes, risks, and business priorities.
• Leading service reviews and governance forums with customers, internal stakeholders, partners, and suppliers.
• Ensuring delivery against agreed service-level agreements, key performance indicators, operational targets, financial commitments, and regulatory requirements.
• Coordinating incident, problem, change, and crisis-management activities, ensuring timely escalation and effective restoration of service.
• Driving continual service improvement through automation, standardisation, analytics, AI-enabled operations, process optimisation, and lessons learned.
• Maintaining delivery readiness, operational plans, resource alignment, competence coverage, and business-continuity arrangements.
• Identifying delivery risks and opportunities, defining mitigation actions, and tracking them to closure.
• Ensuring accurate operational reporting, service-performance analysis, forecasting, and executive-level communications.
• Supporting contract compliance, commercial governance, invoicing accuracy, cost control, and delivery-margin improvement in collaboration with account and commercial teams.
• Leading or contributing to transition, transformation, service expansion, renewal, and change initiatives.
• Promoting a strong culture of customer focus, accountability, quality, safety, security, ethics, and continuous improvement.
• Ensuring operational activities comply with Ericsson policies, information-security requirements, local regulations, and relevant customer obligations.

Success Metrics

Success in this role will be measured by:

• Achievement of contractual service-level and operational performance targets.
• Customer satisfaction, trust, and governance effectiveness.
• Timely resolution of incidents, problems, risks, and escalations.
• Improved service stability, productivity, automation, and cost efficiency.
• Delivery of continual-improvement and transformation commitments.
• Effective resource, supplier, financial, and compliance management.
• Strong audit, security, safety, and business-continuity performance.

Qualifications and Experience

Candidates should possess over 10 years of relevant experience. This role is aligned with Ericsson’s Service Delivery Management job family and managed-services delivery model, which includes data-driven, AI-enabled operations through the Ericsson Operations Engine.

Reporting and Interfaces

The Managed Services Delivery Manager typically reports to a service-line, service-delivery, or operations leader. The role involves close collaboration with:

• Customer representatives and account teams.
• Network, Cloud, BSS&OSS, and Operations delivery units.
• Service assurance, transition, transformation, and improvement teams.
• Commercial, finance, procurement, legal, security, and quality functions.
• Strategic suppliers and subcontractors.

Application Information

This full-time position offers a competitive salary, which will be disclosed during the application process. Qualified candidates are encouraged to apply.