Manager Technical Service & Support

Ericsson
paid time off, sick time, 401(k)
United States, Idaho, Boise
Aug 13, 2025
Join our Team About this opportunity: As a Service Delivery Manager at Ericsson, you'll hold the central role of steering customer relationships and ensuring superior service delivery. Apart from overseeing the business execution aimed at customer satisfaction, your duties will also encompass environmental, health, and safety performance of deliveries. Fulfilling customer satisfaction, managing the budget, and adhering to Service Level Agreements (SLA) will fall under your purview. Additionally, you'll have the exciting opportunity to actively contribute to our sales processes and identify viable business opportunities working alongside the Account team. What you will do: - Drive the fulfillment to contractual obligations within Customer Support deliveries. - Establish a Service Level Agreement and Procedures Manual in collaboration with the customers. - Act as the owner and driver of escalations, whether from the customer or internal sources. - Effectively monitor deviations in cost and planned budget to ensure margins on contracts. - Provide valuable input for resource dimensioning and competence planning. - Constantly communicate with customers and follow up on critical topics to foster a satisfying relationship. - Gather and share insights about customer's business status, marketing strategies, and competitor relations with delivery and account teams. - Remain updated on CS delivery models, strategies, and Ericsson portfolio while adopting best practices. - Identify and prioritize add-on sales opportunities. - Ensure the compliance of delivery teams to corporate and local Occupational Health and Safety (OHS) regulations, document necessary sections in the SLA, and monitor mandatory training and certifications. The skills you bring: - Contract Lifecycle Management. - Value Creation. - Financial Analysis. - Knowledge Sharing and Collaboration Skills. - Ericsson Portfolio. - Business Acumen. - Sales opportunity creation. - Business Relationship Management. - Sales process. - Data Analysis. - Customer Success. - Service Delivery Models and Strategy. - Machine Learning. - Occupational Safety And Health. - Trade Compliance. Why join Ericsson? At Ericsson, youll have an outstanding opportunity. The chance to use your skills and imagination to push the boundaries of whats possible. To build solutions never seen before to some of the world's toughest problems. Youll be challenged, but you won't be alone. Youll be joining a team of diverse innovators, all driven to go beyond the status quo to craft what comes next. What happens once you apply? Click Here to find all you need to know about what our typical hiring process looks like. Ericsson uses a merit-based hiring approach that values people with different experiences, perspectives and skillsets. We truly believe this approach drives innovation, which is essential for our future growth. We encourage people from all backgrounds to apply and realize their full potential as part of our Ericsson team. Ericsson is proud to be an Equal Opportunity employer, learn more. If you need assistance or to request an accommodation due to a disability, please contact Ericsson at hr.direct.mana@ericsson.com. DISCLAIMER: The above statements are intended to describe the general nature and level of work being performed by employees in this position. They are not an exhaustive list of all responsibilities, duties and skills required for this position, and you may be required to perform additional job tasks as assigned. Primary country and city: United States (US) \|\| Boise (ID) Job details: Service Delivery Line Manager Compensation and Benefits at Ericsson At Ericsson, we know that our people are the key to our success. We offer a competitive package to help with your individual needs and goals. Your Pay The salary range for this position is dependent on various factors including, but not limited to, location, and the candidate's combination of job-related knowledge, qualifications, skills, education, training, and experience. Your Health Ericsson Enterprise Wireless Solutions offers excellent, competitive employee benefits, such as: subsidized, nationwide PPO medical benefit options including a low-deductible Point of Service Plan and a qualifying High Deductible Health Plan (HDHP), with a generous company-provided HSA contribution. Your Financial Security We invest in both your short and long-term financial wellbeing. Our 401(k) plan has a 4% company match and immediate vesting. Employees will also receive company-paid employee basic life and AD&D insurance and company-paid disability benefits. Your Time Your work-life balance is important to us. New employees are provided a minimum of 15 days of accrued vacation, up to 3 personal days per year, 11 annual holidays, 8 hours of volunteer time, and 80 hours of sick time annually. Please note paid time off is pro-rated based on the employee's start date. Furthermore, Ericsson provides up to 16 weeks of paid maternity leave and 6 weeks of parental or adoption leave at 100% of pay. Additional Benefits Ericsson Enterprise Wireless Solutions offers other company-paid benefits such as a comprehensive Employee Assistance Program, Talkspace mobile therapy, and volunteer paid time off.