About Nokia
At Nokia we create the technology to connect the world. Developing and delivering the industry's only end-to-end portfolio of network equipment, software, services and licensing that is available globally. Through our research teams, including the world-renowned Nokia Bell Labs, Nokia is leading the world to adopt end-to-end 5G networks that are faster, more secure and capable of revolutionizing lives, economies and societies. Nokia adheres to the highest ethical business standards as we create technology with social purpose, quality and integrity. A truly global company, we are 160 nationalities working in more than 100 countries.
About Customer Operations
Our Customer Operations (CO) organization is the primary interface with communication service providers. The CO organization has a comprehensive global presence and is active in approximately 120 countries. Its organizational structure ensures that our customers benefit from dedicated management attention and from our teams’ deep understanding of local markets. This approach enables Nokia to maintain strong customer relationships. Customer Operations is also responsible for project delivery, ensuring strong alignment between our customer-facing sales and delivery teams in each account.
Job Description
Manage Network Cognitive Services (hereby referred as NCS) business for defined customer/region ensuring profitability, quality and customer satisfaction. Owning overall profit and loss for the NCS Service Unit.
Job Responsibilities & Competencies
Act as a single point of contact representing Nokia NCS for the customer/region.
Provide technical leadership and direction throughout the planning, staffing, delivery & acceptance phases of the contracted NCS services.
Responsible for delivering all projects in accordance with the contract & within the budgeted cost.
Responsible to ensure latest estimate is accurate, aligned and understood between the CBT, CDM and SU.
Communicate regularly with cost and progress manager and F&C to ensure accurate project cost tracking.
Track and manage NCS revenue, cost and margin for the customer/region.
Responsible for tracking cost overruns and seeking timely up-scope approvals & submissions.
Ensures Project Target Agreement (PTA) process takes place
Validate PTA contents
Monitors & controls the project targets against the PTA
Follows and supports the Execute process for efficient program hand off and management
Set up and maintain clear and effective internal and external communication with the customer and internal teams as required.
Drive customer satisfaction on all Nokia NCS services performed.
Manage customer perception and build strong business relationships.
Represent the customer's requirements back to Nokia/account team to anticipate new business opportunities.
Contribute to service business/solution development by identifying and creating business opportunities and supporting pre-sales and sales/tendering processes
Work with other Nokia cross functional teams to address customer escalations or concerns with delivery issues.
Responsible for getting customer acceptance for NCS services.
Plan and manage internal and external resource demand forecasts to meet delivery needs.
Identify gaps in resources, processes as appropriate and bring to the attention of Nokia management with proposals to fix.
Shares delivery experience and best practices, knowledge of project management processes, tasks and tools with other delivery managers.
Drive continuous efficiency improvement in service delivery looking for opportunities to optimize tools and processes with Machine Learning & Analytics Services.
Qualifications
Bachelor’s degree in telecom engineering or equivalent from a reputable institution, MBA will be added advantage
12+ years in the telecom industry and service business
PMI certified (PMP – Project Management Professional) will be an advantage
Demonstrated successful management of service delivery
Able to drive consolidation of concepts, processes and improvement initiatives to ensure efficient delivery.
Knowledge and experience of 5G/LTE Network Architecture Design, RF Planning, Performance Optimization, and Analytics Services
Demonstrated ability to develop Customer Relations and drive Business Development
NCS Business and Portfolio Understanding
Possesses Strong financial skills
Data Analytics, data mining, and data science will be an advantage
Excellent written, verbal communications, and presentation skills
Imagine creating technology that has the potential to change the world. Working with us, you will have a positive impact on people’s lives and help to overcome some of the world’s most pressing challenges. We act inclusively and respect the uniqueness of people. At Nokia, employment decisions are made regardless of race, color, national or ethnic origin, religion, gender, sexual orientation, gender identity or expression, age, marital status, disability, protected veteran status or other characteristics protected by law. Nokia culture welcomes people as their true selves. Come create the technology to connect the world.