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Service Delivery Operational Excellence (Customer Management Leadership)
Project Type
Strategic Customer Management Leadership
Role
Service Delivery Manager
Achieved exceptional operational efficiency and financial performance by implementing innovative delivery models. Recognized as Ericsson’s 3rd best Service Delivery Manager in the RMEA region (2016) for outstanding leadership and consistent delivery of results.
Key Metrics:
1. Annual Unadjusted Margin: Maintained a 60% margin consistently
2. Service Level Compliance: 97% SLA adherence across all projects
3. Customer Satisfaction: Consistently achieving above 95% customer satisfaction score.
Impact: Delivered operational excellence while earning recognition for leadership and strategic execution, reinforcing Ericsson’s reputation in the region.
Skills Used:
Innovative Process Implementation, Leadership, Financial Acumen,Customer-Centric Focus