About this opportunity: Ericsson is seeking a dynamic Service Delivery Management professional to support and enhance our delivery workforce's efficiency. The ideal candidate will utilize effective delivery tools, operational processes, and innovative ways of working to support our team. They will also establish appropriate metrics and competency models. As a critical role in our organization, the Service Delivery Manager will design and execute delivery models, systems, and procedures within our Service Delivery department to foster an environment that champions global efficiency and catalyzes profitable growth.

Join our Team About this opportunity: Ericsson is seeking a dynamic Service Delivery Management professional to support and enhance our delivery workforce's efficiency. The ideal candidate will utilize effective delivery tools, operational processes, and innovative ways of working to support our team. They will also establish appropriate metrics and competency models. As a critical role in our organization, the Service Delivery Manager will design and execute delivery models, systems, and procedures within our Service Delivery department to foster an environment that champions global efficiency and catalyzes profitable growth.

What you will do:

- Manage and streamline Service Delivery processes for enhanced efficiency.
- Develop, implement, and support new business initiatives and add-on-sales opportunities.
- Oversee performance management to ensure robust quality management frameworks and data trend analyses.
- Enable competence build-up through meticulous management, coordinating career paths, trainings, education, and certification plans.
- Maintain strong compliance adherence to group directives,



legal and financial directives, as well as frameworks, processes, and tools.
- Uphold high standards of data security, privacy, and adherence to general and local Environmental and Occupational Health and Safety (E+OHS) regulations.

The skills you bring:

- Change and Improvement Management.
- Audit and Assessment.
- Risk management.
- Process Management.
- Negotiation.
- Performance Management DGS.
- Management of Service Delvery Framework.
- Knowledge Sharing and Collaboration Skills.
- Data Analytics.
- Financial Acumen.
- Machine Learning Concepts.
- Skills and Skills taxonomy management.
- Artificial Intelligence Concepts.
- Ericsson Portfolio.

What You Bring

- Bachelor’s degree or 5+ years’ experience in supply chain, logistics, operations, engineering, business, or a related field.
- Significant experience in customer operations, hardware services, technical service delivery, supply chain, logistics, repair operations, or a comparable environment.
- Experience managing operational performance across multiple teams, suppliers, or logistics service providers.
- Demonstrated understanding of warehouse operations, inventory management, reverse logistics, repair flows, transportation, and customer fulfillment.
- Experience working with service-level agreements, operational KPIs, escalations,



root-cause analysis, and continuous-improvement plans.
- Strong stakeholder-management skills, with the ability to work effectively with customers, senior leaders, technical teams, supply organizations, finance, sourcing, and external providers.
- Professional fluency in English and Spanish, written and spoken.
- Ability to work from Mexico City office at least 4 days per week, and minimal travel occasionally for customer, warehouse, provider, and internal operational needs.
- Ability to influence without formal authority, establish accountability, communicate clearly, and make sound decisions in a complex, multicultural environment.

Preferred Experience

- Experience in telecommunications, network equipment, ICT, or technology services.
- Experience supporting large telecom operators or complex multinational customers.
- Experience with regional warehouse operations and third-party logistics providers.
- Familiarity with RMA, spare-parts, repair-center, end-of-support, and cross-border hardware-support processes.
- Experience with enterprise resource planning (ERP), warehouse-management, order-management, customer-support, or service-delivery platforms.
- Experience using Microsoft applications, including Excel, Word, PowerPoint, and Power BI.
- Working knowledge of Mexican customs, trade compliance, import/export, and transportation requirements.
- Experience leading operational reviews using data, dashboards, and structured corrective-action methods.

What Success Looks Like

- Strategic customers receive predictable, transparent, and contract-aligned Hardware Services execution.

📌 HWS Support Operations Management (Ciudad de México)
🏢 Ericsson
📍 Ciudad de México