Service Delivery Manager I – Performance Management
Ericsson Services Inc, is looking for a Service Delivery Manager to be a member of the Performance Reporting team, to play a pivotal role in the compilation, production and Analysis/Insight of Weekly and Monthly Service Level Agreement (SLA) reporting as well as being the main point of contact for all metric development and creation associated with contractual obligations.
Responsibilities will include:
Become fully converse with the Performance management framework; its principles, drivers and attributes. To manage the weekly, Monthly and quarterly reporting and from this use the knowledge gained to drive a way of working cross functionally.
Analyze and understand Weekly and Monthly Operational performance reports by working in a matrix organization with Subject Matter Experts and Senior Members to ensure an accurate and proactive reflection of business performance is understood and adhered to.
Direct interface with the customer on all matters related to SLA management including establishing and managing risks associated with all contractual obligations.
Utilize forecasting models to understand impacts and help internal organizations set goals and establish action plans to improve poor performance or manage risks for metrics headed toward poor performance.
Objectives include, but are not limited to;
- Single point of contact for the customer and the business, regarding all matters related to contractual measurement establishment
- Continuous Improvement methods.
- Liaison with Commercial / Assurance and Demand Governance committees
- Data extraction, Analysis and Trending
- Assists in report requirements gathering
Undergraduate degree in Business or Engineering, IT
MBA/Master Degree is a plus
Minimum of 8 years of telecommunications experience
Strong presentation and written communication skills
Strong leadership skills with business acumen
Expert with Microsoft Office Excel
DISCLAIMER: The above statements are intended to describe the general nature and level of work being performed by employees assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required of employees assigned to this position. Therefore employees assigned may be required to perform additional job tasks required by the manager.
We are proud to be an EEO/AA employer M/F/D/V. We maintain a drug-free workplace and perform pre-employment substance abuse testing.
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