Join our Team

About this opportunity:

We are seeking an experienced, customer-facing Service Delivery Manager (SDM) to lead end-to-end delivery of hardware and services to hyperscaler sites across a designated market area, with full accountability for on-time execution and cost management.

The ideal candidate brings deep expertise in global supply chain operations, international hardware logistics, in-country delivery complexities, customs and regulatory requirements, and Ericsson's trade compliance framework and directives. The SDM is accountable for driving high-quality, consistent service delivery by leading matrixed teams, maintaining strong customer relationships, and continuously optimizing delivery processes for performance and operational excellence.

What you will do:

Customer Management
- Build and maintain relationships with internal and external stakeholders, keeping customer experience and satisfaction as the primary focus.
- Proactively identify and drive strategic initiatives that elevate the customer experience.
- Deliver impactful,



performance-driven business reviews that inspire customer confidence.

Service Delivery Oversight
- Continuously optimize the performance, quality, and cost-efficiency through resource planning, offshoring strategies, automation, and process improvement.
- Ensure end-to-end hardware and services delivery consistently meets or exceeds customer service level agreements (SLAs).
- Define and monitor internal key performance indicators (KPIs) to drive continuous service delivery performance improvement.
- Lead regular governance cadences with key stakeholders, including Customers, Program Directors, Market Areas, and delivery functions across integral support centers.
- Partner with Sales and Trade Compliance to ensure 100% compliant deployments across all in-scope countries.

Team Leadership
- Lead a matrixed, globally distributed service delivery team with clear direction, coaching, and support.
- Ensure the right competen

📌 SDM -Hyperscaler (México)
🏢 Ericsson
📍 México