Family Description
Customer Services (CS) covers customer service in different areas such as technical support, account support, operations, maintenance, network design / deployment / integration / transformation, and education. Generates revenue and the increase of customer satisfaction through planning, designing, deploying, integrating, optimising, operating, and maintaining phases.
Subfamily Description
Managed Services (MSE) is responsible for keeping the network running and proposing / conducting network upgrades based on business requirements. Covers technical managing and operating of agreed components of IT and telecommunications services provided to end users of Nokia customers, within contracts agreed with those customers.
• For multiple small- to medium-sized or one large Managed Services (MS) customer with in total, large business volume and high complexity and risk probability:
• Within agreed scope, has overall responsibility to achieve financial / non-financial targets, and customer contractual agreements including service level targets, continuously improving the efficiency, effectiveness, and quality of own Managed Services operations.
• Leads and manages resources performing all aspects of Managed Services operations handles day-to-day staff management issues, including resource management, allocation of work and performance management.
• Typically manages other MS Delivery Managers who are covering separate components of MS operations.
• Develops operational strategy for own MS operations unit, consistent with MS delivery strategy, but considering optimum organisational configuration to match current and future customers and MS offerings.
• Interacts with Managed Services customers at a senior operational management level on escalated performance failures / issues / risks, or on major performance improvement initiatives. Influences and acts to improve customer perception of Nokia's Managed Services. Typically hosts executive level customers in delivery centres.
• Liaises, and takes leadership from an MS end-to-end delivery perspective, with counterparts in other MS functions, in other Nokia services groups (EG Field Force, Care), in 3rd party organisations, and / or in customers' organisations to establish, monitor, and improve joint strategies for overall operations over a 2-5 year time horizon.
• Interprets internal and external Managed Services operational and business challenges and recommends best practices to improve, not only for MS operations but also for MS products and solutions.
• Acts as a leader for cross-functional staff / workteam / taskforces working to improve / establish end-to-end overall or complex operations for specific customers.
Impact
Impact is short-term through individual and team contributions. Scope is primarily within own subject area in a function/unit. Actions and errors impact on program, project or function. Provides measurable input into new products, processes, standards or operational plans in support of the organisation's business strategies, with some impact on business unit/ function overall results.
Scope & Contribution
Individual Contributor: Operates autonomously in own subject area. Can analyze, develop and implement concepts and solutions as a subject matter expert. Increased awareness of and involvement outside of own subject area. Distills big picture. Makes decisions about and prioritizes own work. Managerial/Supervisory: Clear managerial responsibilities for people. Typically first level of solid line management. Interprets policies. Ensures existing plans are put into operation. Executes and/or oversees processes to meet customer needs. Responsible for analysis, design & development of policies, plans, programs.
Innovation
Carries out specialised activities/projects according to general direction. Influences others to support decisions. Works mostly independently. Analyze situations or data that requires review of relevant factors. Solutions can often be checked and proved. Demonstrates success in multiple roles and is adaptable to manage complex changing business environments.
Communication
Communicates with parties within and outside of own job function and teams, and typically has responsibilities for communicating with parties external to the organisation, which may include customers or vendors.Works to influence others to accept job function’s view/practices and agree/accept new concepts, practices, and approaches.Has cross-cultural knowledge and global mindset Requires ability to communicate with executive leadership regarding matters of significant importance to the organisation. May conduct briefings with senior leaders within the job function. May at times be required to negotiate regarding operational issues.
Knowledge & Experience
Management Experience / Achieved well-advanced skills of a specific professional discipline combining deep knowledge of theory and organisational practice or expertise. Recognised expert in their field (depth & breadth). Typically requires 5-8 years extensive relevant experience and/or a graduate / postgraduate equivalent degree.
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Our recruitment process
We act inclusively and respect the uniqueness of people. Our 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. We are committed to a culture of inclusion built upon our core value of respect.
If you’re interested in this role but don’t meet every listed requirement, we still encourage you to apply. Unique backgrounds, perspectives, and experiences enrich our teams, and you may be just the right candidate for this or another opportunity.
The length of the recruitment process may vary depending on the specific role's requirements. We strive to ensure a smooth and inclusive experience for all candidates. Discover more about the recruitment process at Nokia .
