HWSD Manager owns the end-to-end management of Hardware Services (HWS) transactions in progress, identifying, managing, and mitigating operational and delivery risks throughout the transaction lifecycle. The role ensures that customer Service Level Agreements (SLAs) are consistently achieved across all product and service offerings through effective coordination of cross-functional teams, proactive escalation management, performance monitoring, and continuous process improvement initiatives.
Responsibilities
- Act as the primary point of contact between Hardware Services (HWS) and the CARES Programme Manager
- Ensure successful delivery of HWS services and achievement of agreed customer outcomes.
- Manage the end-to-end HWS transaction lifecycles, from initiation through completion.
- Identify, assess, and mitigate risks that could impact service delivery or SLA achievement.
- Monitor operational performance and drive adherence to customer Service Level Agreements (SLAs).
- Lead resolution of service issues, delays, and escalations through cross-functional collaboration.
- Provide regular status updates, risk assessments, and performance reporting to stakeholders.
- Drive continuous improvement initiatives to enhance service quality, efficiency, and customer satisfaction.
- Support governance activities and ensure compliance with contractual and operational commitments.
- Represents the customer to the Hardware Services (HWS) teams.
- Ensure service levels from back-to-back multi-vendor agreements meet customer SLAs and resolve delivery discrepancies.
- Resolve customer escalations and billing-related issues.
- Work effectively in mixed environments, applying best practices and in-depth business knowledge to improve services.
- Act as a professional advisor and mentor for staff, potentially leading projects or small teams and managing day-to-day staff issues.
- Possess a bachelor’s degree in business, Engineering, IT, Telecommunications, or a related field, with 5+ years of experience in customer, account, service delivery, or program management, including enterprise customers and executive stakeholders.
- Demonstrate strong customer relationship management, stakeholder engagement, communication, negotiation, problem-solving, project/service delivery management, risk/escalation handling, and commercial business acumen, with preferred certifications such as ITIL, PMP/PRINCE2, or Agile.
Nokia is a global leader in connectivity for the AI era. With expertise across fixed, mobile and transport networks, powered by the innovation of Nokia Bell Labs, we’re advancing connectivity to secure a brighter world.
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.
Some of our benefits in India:
- Flexible and hybrid working arrangements to support work–life balance
- Health and well-being support – medical insurance for you and your family, health check-ups, life and accident insurance, well-being programs, and employee resource groups
- A minimum of 90 days of Maternity and Paternity Leave based on eligibility
- Personal Support Service 24/7 – a confidential support channel open to all Nokia employees and their families in challenging situations
- Career growth & mobility – technical career paths, job rotations, international assignments, and relocation support
- Continuous learning – technical certifications, mentoring programs, coaching, and digital learning platforms
- Opportunities to innovate and contribute through Nokia’s research and development environment
- Recognition programs that celebrate outstanding contributions
- Workplace support – ergonomic working support and mobile device programs based on eligibility
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