Service Delivery Manager
Ericsson AB
Total years of experience :19 years, 1 Months
Responsible of the Customer GrameenPhone (GSM 900), appointed contact for all
deliverable Customer Support Services.
Responsible for implementing CS processes.
Follow up deliverable CS performance to avoid penalty claims.
Hold regular meeting with customer, GSDC EDM and CS engineers.
Responsible for writing and agree with the customer the Procedure Manual upon SLA renewal.
Responsible for penalty calculation and approval of compensation whenever it applied.
Accountable for every urgent or emergency matter.
Responsible for 3PP agreements.
Responsible of the Customers (PCS Digital Nicaragua GSM 1900 R9.1, Enitel Movil
GSM 1900 R9.1, Enitel Wire line Nicaragua Local 7.2 and Megatel Honduras GSM 1900 R9.1) appointed
contact for all service delivery issues.
Have significant relationships with The Appointed Customer, KAM, Network Support Group (Customer
Interaction Center and Network Support Teams), Software Configuration Center (SWCC), Hardware Support
Group, Sales Tender Support, Manage Services, SBAs Advice and Integration, Global Service Delivery Center
(GSDC) and Product Units.
As Service Delivery Management I am responsible for all services delivered by Ericsson Services towards the
customer, irrespectively of who owns the resources that delivers the service.
The SDM manages the customer interface with respect to all service delivery. This involves to manage Warranty
and Service Contracts, monitor that all services are delivered according to contractual commitments through the
line organization and to provide feedback on delivery performance back into the organization.
The SDM is also responsible to, during the daily activities, actively discuss and identify new and future service
needs with the customer and to convey this information to the Key Account Manager (KAM). Depending on the
size of the business within each MU the SDM function may consist of one person handling one or more small
customers up to a team of people handling one big customer.
Some activities/responsibilities to be executed by the SDM:
• Perform periodic meetings with the customer for follow up on all support issues
like statistics, pending issues and improvements.
• Ensure that the exit criteria are met for any service delivery.
• Determine actions to improve our customer satisfaction and secure that they are
being implemented.
• Monitor and report the In Service Performance (ISP) and Customer Service
Request (CSR) lead times figures and push for actions for improvement when
needed.
• Ensure the escalation of key CSRs to the Network Support Group or GSDC in
order to make sure find out solutions according with Customer expectations.
• Dispatch CSR answers to the Customer and make sure solutions
implementation.
• Agree with the Customer to close the CSRs already fixed.
• As a customer advocate, assist the Network Support Group and other areas
within Ericsson Service Business Areas with priorities on the work to be
performed.
• Perform regularly meetings with KAM, Network Support Groups and Global
Service Delivery Center (GSDC).
• Updates the Network Configuration and Base Installed data.
• Serve as the main customer interface and customer responsible for Ericsson
Services.
• Be responsible for the Escalation Management in emergencies or other urgent
situations.
• Prepares and distributes to Customers and Ericsson instances Event Reports for
emergency situations.
• Follow up of Action Points defined once finished and emergency.
• Support Sales Tender Organization with information regarding new or re-
negotiation of Service Level Agreements (SLAs).
• Creation of Service Orders for SLAs and Service Booked in Market Unit System
(MUS).
• Support Service Business Areas with information needed for new business.
• Follow up of SLAs expiration dates.
• Follow up of charge of invoices.
• Create SDMs Monthly Reports to communicate Customer and KAM the Service
Performance.
• Monitor Customer Satisfactions through periodic Customer Surveys.
• Regional Support for J-Phone/Vodafone Personal Digital Communication (PDC) operator in Fukuoka, Japan.
Main responsibilities are to manage and co-ordinate network investigations, trouble-shooting activities and to
address customers’ expectations/needs. Normal daily routine includes:
• Installation tester: AXE (Local, Tandem, MTX) exchange installation test and service in.
• Manager Assistance of Back Office, the main task associated to the job are: Troubleshooting, Application
System Replacement, Software Upgrade, TR Handling, System Verification, 1st Liner, amongst other things.
ARAX installation test, Software Testing (LCI&MKI Function Block verification
SPOC for all Ericsson I&S (Industry and Society) related business during pre-sales in RMEA.
Service Delivery Manager: Responsible of the Customer ETISALAT & Thuraya and for all deliverable Customer
Support Services in line with SDM three focal points (SLA cost - SLA fulfillment - Customer Satisfaction).
Participate in the Core3 & TG (Toll Gates) meetings.
Support Core3 team during the pre-sales phase.
Participating and advising sales manager & KAM during Tender preparation on all CS (customer Support)
related services.
Advising KAM & Services Sales Managers on possible opportunities resulting from customer’s demands beyond
the contracted services.
Actively involved on Services pre-sales discussions and filling in the SoC (CS Services part only).
Follow up of snags closure and CSR performance.
Accountable for every urgent or emergency matter.
Responsible for 3PP agreements with supplier and customer.
Hold regular meetings with all Etisalat O&M managers, VP/OP Manager, OP Directors, Planning department
(whenever required) and contract department (on demand only).
SDM Certification preparation driver.
New assessed or appointed SDM coaching.
Achievements
Identified a materialized business opportunity worth of MUSD 1.9.
Identified approximately MUSD 1 loss due to HW spare part over delivery. Immediate actions were
out in place and managed to reduce it in approx. 98% and lead to a formal Service Level Agreement
(SLA) with the concerned customer.
Close follow up on customer demands outside contract’s scope, opened us opportunity CS services
for products/solutions out of warranty like HWS, SPMS and SLA.
Reduce cost of 3PP HWS towards to our suppliers (i.e. Oracle) by approximately 20% per year
hence, improving UM on the 3PP HW & Support agreement price with our customer.
Recognized and respected by the customer as SDM and SPOC for all CS services related matters.
Managed to solve customer bad treatment towards to Ericsson Local Support engineers which
causing ELS resignations.
Reduced over delivery of System Support Service for the amount of approximately MUSD 2 per
year.
Successfully implementation of corrective actions to recover customer satisfaction above the target.