Lead Managed Services operations for medium-complexity customer portfolios, ensuring SLAs, resolving major outages, managing teams and resources, liaising with customers and third parties, and driving operational improvements.
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.
Responsibilities
• For multiple smaller, a single medium-sized, or for multiple functions of a large customer, with in total, medium business volume and medium / 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 (MS) operations.
• Leads and manages resources performing several or all aspects of Managed Services operations, handles day-to-day staff management issues, including resource management, allocation of work and performance management. Often manages other Service Operations Managers who are covering separate components of MS operations.
• Monitors the real-time demand of work for the functional team, taking corrective action if there is a risk to, or breach of agreed service levels, including through the re-prioritisation of work and / or engagement of additional temporary resources.
• Oversees all resolution management activities defined within MS customer contracts to meet the committed service level agreement targets. Leads resolutions of high impact / risk service outages / major performance degradations.
• Interacts with smaller or medium Managed Services customers at their 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.
• 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 the customer's organisation to ensure that operational level agreements are being achieved for own scope, that ongoing co-ordination is facilitated, and overall customer SLAs are met.
• Interprets Managed Services operational and business challenges and recommends best practices to improve for MS operations.
• Acts as a leader for staff / workteam / taskforces working to improve operations for specific customers.
QualificationsImpact
Impact is short-term and usually departmental/project in scope. Accountable for quality, accuracy and efficiency of own and/or team achievements. Actions and errors can have program, project, functional impact.
Scope & Contribution
Individual Contributor: Performs and/or coordinates day-to-day activities to meet departmental/project objectives. Carries out root/cause analysis in more complex problems. Can develop and implement recommendations. Managerial/Supervisory: Direct supervisory responsibilities for people. Typically first level (and lowest level) of solid line management. Carries out variety of complex activities according to plan within broader area of responsibility, analyses problems. Decision-making typically according to established solutions.
Innovation
Accepts responsibility for and demonstrates support for delegated decisions. Requires minimum supervision. Uses non standard approaches to resolving issues. Suggests improvements and seeks opportunities for innovation. Demonstrates initiative & adaptability to changing business environments. Is willing to take on new roles or jobs appropriate to skill set in different environments and/or locations.
Communication
Works to influence others to accept job function’s view/practices and agree/accept new concepts, practices, and approaches. Requires ability to communicate with functional leadership regarding team & technical matters. May conduct briefings with senior leaders within the job function. May at times be required to negotiate regarding operational issues.Has cross-cultural knowledge and global mindset
Knowledge & Experience
Management experience / Achieved advanced skills and knowledge within a specific professional discipline involving the integration of theory and principles with organisational practices and precedents. Typically requires 4-6 years relevant experience and/or a graduate equivalent (or higher) degree.
About Us
About the Team
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.
Responsibilities
• For multiple smaller, a single medium-sized, or for multiple functions of a large customer, with in total, medium business volume and medium / 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 (MS) operations.
• Leads and manages resources performing several or all aspects of Managed Services operations, handles day-to-day staff management issues, including resource management, allocation of work and performance management. Often manages other Service Operations Managers who are covering separate components of MS operations.
• Monitors the real-time demand of work for the functional team, taking corrective action if there is a risk to, or breach of agreed service levels, including through the re-prioritisation of work and / or engagement of additional temporary resources.
• Oversees all resolution management activities defined within MS customer contracts to meet the committed service level agreement targets. Leads resolutions of high impact / risk service outages / major performance degradations.
• Interacts with smaller or medium Managed Services customers at their 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.
• 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 the customer's organisation to ensure that operational level agreements are being achieved for own scope, that ongoing co-ordination is facilitated, and overall customer SLAs are met.
• Interprets Managed Services operational and business challenges and recommends best practices to improve for MS operations.
• Acts as a leader for staff / workteam / taskforces working to improve operations for specific customers.
QualificationsImpact
Impact is short-term and usually departmental/project in scope. Accountable for quality, accuracy and efficiency of own and/or team achievements. Actions and errors can have program, project, functional impact.
Scope & Contribution
Individual Contributor: Performs and/or coordinates day-to-day activities to meet departmental/project objectives. Carries out root/cause analysis in more complex problems. Can develop and implement recommendations. Managerial/Supervisory: Direct supervisory responsibilities for people. Typically first level (and lowest level) of solid line management. Carries out variety of complex activities according to plan within broader area of responsibility, analyses problems. Decision-making typically according to established solutions.
Innovation
Accepts responsibility for and demonstrates support for delegated decisions. Requires minimum supervision. Uses non standard approaches to resolving issues. Suggests improvements and seeks opportunities for innovation. Demonstrates initiative & adaptability to changing business environments. Is willing to take on new roles or jobs appropriate to skill set in different environments and/or locations.
Communication
Works to influence others to accept job function’s view/practices and agree/accept new concepts, practices, and approaches. Requires ability to communicate with functional leadership regarding team & technical matters. May conduct briefings with senior leaders within the job function. May at times be required to negotiate regarding operational issues.Has cross-cultural knowledge and global mindset
Knowledge & Experience
Management experience / Achieved advanced skills and knowledge within a specific professional discipline involving the integration of theory and principles with organisational practices and precedents. Typically requires 4-6 years relevant experience and/or a graduate equivalent (or higher) degree.
About Us
Advancing connectivity to secure a brighter world.
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.
Learn more about life at Nokia.
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:
- Flexible and hybrid working schemes
- A minimum of 90 days of Maternity and Paternity Leave, with the option to return to work within a year following the birth or adoption of a child (based on eligibility)
- Life insurance to all employees to provide peace of mind and financial security
- Well-being programs to support your mental and physical health
- Opportunities to join and receive support from Nokia Employee Resource Groups (NERGs)
- Employee Growth Solutions to support your personalized career & skills development
- Diverse pool of Coaches & Mentors to whom you have easy access
- A learning environment which promotes personal growth and professional development - for your role and beyond
Learn about additional benefits in specific countries.
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