广州招聘

Description
Purpose of Job Role
The Ericsson Delivery Manager (EDM) is the main interface between Regional Support and the Global Support
organization and is responsible for Regional Support delivery assurance as relates to commercial, procedural, business
and other non-technical issues.
The EDM role within Global Support provides a single point of contact to Regional Support for “out of normal flow”
escalations. This means that the “normal” flow for CSR handling and issue management is within the operational line
management of Regional Support and Global Support/Product Line Maintenance / Tier2.
The EDM is to be reserved as an escalation point in the event that the “normal” flow does not produce satisfactory results.
The EDM ensures that a good working relationship is established between Global Support and Regional Support and
understands the Regional Support’s way of doing business and of its support organization.
The EDM shall have the Escalation Manager role in case of Management escalations, Escalations and Notifications
upward into the service delivery organisation chain shall be executed in accordance with the Global Management
Escalation process.
Tools & Resources
SMS – Trouble report handling tool
MH web -Trouble ticket handling tool
CCMAP tool – Competence Center Map tool

Qualifications
Personal Traits
• The ability to lead and facilitate management escalations
• Ability to remain calm and focused under stressful situations.
• Ability to handle highly political situations
• Remains open minded when approaching problems, considering all inputs and available alternatives before making
decisions.
• Ability to identify and implement improvements across the organization.
• Ability to build relations and trust towards stakeholders.

To apply this position, please visit

http://ericsson.taleo.net/careersection/2/jobdetail.ftl?lang=en&job=00099714

爱立信是全球领先的通信技术与服务提供商。我们致力于通过各种高效实时的解决方案打造网络社会，让世界各地的人们能够在可持续发展的社会中更加自由地学习、工作和生活。

我们提供针对电信运营商和其它行业的信息通信服务、软件与基础设施。
爱立信提供的网络承载着全球40%以上的移动业务，我们为运营商提供支持的网络正在为超过20亿用户提供服务。

我们在全球180个国家拥有超过10万名员工。
爱立信于1876年创立，总部设在瑞典斯德哥尔摩。
2011年公司收入达2269亿瑞典克朗（350亿美元）。
爱立信在斯德哥尔摩和纳斯达克证券交易所挂牌上市。