Managed Service Delivery Manager

About the role

The Managed Service Delivery Manager is tasked with safeguarding delivery results in line with the business case and managed services targets. You will oversee the accounts assigned to you, coordinate virtual teams in a metrics-led environment, and ensure that committed SLAs and WLAs are met. This position is central to account success and operates as a close extension of account leadership, combining day-to-day operational oversight with stakeholder relationship management. When performance gaps appear, you will be expected to work with delivery stakeholders and launch corrective improvement plans.

Key responsibilities

• Own operational and financial delivery performance in line with the WLA, including both service delivery outcomes and the customer’s infrastructure performance.
• Ensure the quality and cost of services delivered by the SDU remain within the agreed levels defined in the MS Network WLA.
• Strengthen trust with the MSCLT and promote productivity, efficiency, and strong cross-team collaboration across global delivery groups.
• Maintain strong working relationships with both internal teams and external customers.
• Make sure the team structure is sized appropriately for the scope of delivery.
• Oversee operational management by ensuring delivery teams comply with contractual SLAs and by driving end-to-end operational excellence.
• Track and communicate operational and financial results for the Service Delivery Unit for the assigned customer.
• Manage internal governance for MS contracts, ensuring contract costs align with WLA expectations and delivery results meet required targets.
• Provide operational and infrastructure KPI reporting to the MSCLT based on the reporting needs stated in the local or global WLA.
• Handle contract transformation and handover activities, including readiness for new contracts and change requests on existing contracts.
• Coordinate transfer of resources, services, and activities to the global delivery unit so WLA scope can be fulfilled or expanded, while ensuring required capacity and operational readiness.
• Confirm that delivery units follow MS EOE processes and use Ericsson standard tools, including MSDP.
• Lead service delivery efficiency initiatives through automation and other improvement actions.
• Start and drive improvement plans to close operational or financial gaps against global benchmarks and targets.
• Spot delivery performance and quality opportunities within the customer network and propose Ericsson product catalog solutions that can create additional sales, such as patches, upgrades, and new solutions.
• Identify issues in the current delivery scope, including service functions, service elements, tools, and processes, and raise them through governance with the MSCLT.

What you should bring

• Demonstrated background in operational delivery and account management with ownership of SLAs and WLAs.
• Ability to lead virtual teams within a metrics-driven setup and improve productivity and delivery efficiency.
• Hands-on experience tracking and reporting operational and financial performance while maintaining compliance with contractual SLAs.
• Strong stakeholder management skills and the ability to work as a trusted extension of account management.
• Experience with contract transformation, handover processes, and preparing operations for new or revised contracts.
• Working knowledge of contract cost governance and delivery performance management against WLA targets.
• Proven ability to lead improvement plans and service delivery efficiency programs, including automation efforts.
• Commercial thinking to recognize product-catalog opportunities that can lead to add-on revenue.
• Strong analytical and problem-solving skills to address delivery issues through governance and operational adjustments.

About Ericsson

Ericsson offers the opportunity to apply your skills and creativity to meaningful work that pushes the boundaries of what is possible. You will help build solutions for complex global challenges while working alongside a diverse team of innovators committed to doing things differently and shaping what comes next. Ericsson values collaboration, inclusion, and equal opportunity, and encourages candidates from all backgrounds to contribute and grow.

Additional information

Primary location: Riyadh, Saudi Arabia.

Req ID: 785156.

Ericsson emphasizes diversity and inclusion and is an Equal Opportunity Employer.