Nokia
Managed Services Delivery Manager
Nokia, Jackson, Mississippi, United States,
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 increases customer satisfaction through planning, designing, deploying, integrating, optimizing, 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 management and operation of agreed components of IT and telecommunications services provided to end users of Nokia customers, within contracts agreed with those customers.
HOW YOU WILL CONTRIBUTE AND WHAT YOU WILL LEARN
• For multiple small- to medium-sized or one large Managed Services (MS) customer with a 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 and 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 organizational 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 centers.
• 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 organizations, and/or in customers' organizations 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.
KEY SKILLS AND EXPERIENCE
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 the program, project, or function. Provides measurable input into new products, processes, standards, or operational plans in support of the organization’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 specialized activities/projects according to general direction. Influences others to support decisions. Works mostly independently. Analyzes 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 organization, 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 organization. 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 organizational practice or expertise. Recognized expert in their field (depth & breadth). Typically requires 5-8 years extensive relevant experience and/or a graduate/postgraduate equivalent degree.
About Us
Come create the technology that helps the world act together
Nokia is committed to innovation and technology leadership across mobile, fixed, and cloud networks. Your career here will have a positive impact on people’s lives and will help us build the capabilities needed for a more productive, sustainable, and inclusive world.We challenge ourselves to create an inclusive way of working where we are open to new ideas, empowered to take risks and fearless to bring our authentic selves to work.
What we offer
Nokia offers continuous learning opportunities, well-being programs to support you mentally and physically, opportunities to join and get supported by employee resource groups, mentoring programs, and highly diverse teams with an inclusive culture where people thrive and are empowered.
Nokia is committed to inclusion and is an equal opportunity employer
Nokia has received the following recognitions for its commitment to inclusion & equality:
One of the World’s Most Ethical Companies by EthisphereGender-Equality Index by BloombergAt Nokia, we act inclusively and respect the uniqueness of people. Nokia’s 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.
Join us and be part of a company where you will feel included and empowered to succeed.Job Info
Job Category: Customer ServicesPosting Date: 09/27/2024, 03:20 PMLocations: Not in Nokia premises, EG Virtual, EG
#J-18808-Ljbffr
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 increases customer satisfaction through planning, designing, deploying, integrating, optimizing, 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 management and operation of agreed components of IT and telecommunications services provided to end users of Nokia customers, within contracts agreed with those customers.
HOW YOU WILL CONTRIBUTE AND WHAT YOU WILL LEARN
• For multiple small- to medium-sized or one large Managed Services (MS) customer with a 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 and 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 organizational 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 centers.
• 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 organizations, and/or in customers' organizations 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.
KEY SKILLS AND EXPERIENCE
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 the program, project, or function. Provides measurable input into new products, processes, standards, or operational plans in support of the organization’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 specialized activities/projects according to general direction. Influences others to support decisions. Works mostly independently. Analyzes 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 organization, 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 organization. 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 organizational practice or expertise. Recognized expert in their field (depth & breadth). Typically requires 5-8 years extensive relevant experience and/or a graduate/postgraduate equivalent degree.
About Us
Come create the technology that helps the world act together
Nokia is committed to innovation and technology leadership across mobile, fixed, and cloud networks. Your career here will have a positive impact on people’s lives and will help us build the capabilities needed for a more productive, sustainable, and inclusive world.We challenge ourselves to create an inclusive way of working where we are open to new ideas, empowered to take risks and fearless to bring our authentic selves to work.
What we offer
Nokia offers continuous learning opportunities, well-being programs to support you mentally and physically, opportunities to join and get supported by employee resource groups, mentoring programs, and highly diverse teams with an inclusive culture where people thrive and are empowered.
Nokia is committed to inclusion and is an equal opportunity employer
Nokia has received the following recognitions for its commitment to inclusion & equality:
One of the World’s Most Ethical Companies by EthisphereGender-Equality Index by BloombergAt Nokia, we act inclusively and respect the uniqueness of people. Nokia’s 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.
Join us and be part of a company where you will feel included and empowered to succeed.Job Info
Job Category: Customer ServicesPosting Date: 09/27/2024, 03:20 PMLocations: Not in Nokia premises, EG Virtual, EG
#J-18808-Ljbffr