Roles & Responsibilities

Join us in creating the technology that helps the world act together

We are a B2B technology innovation leader pioneering the future where networks meet cloud. At Nokia you will have a positive impact on people’s lives and help build the capabilities needed for a more productive, sustainable, and accessible world.

Be part of a culture built on an inclusive way of working where we are open to your ideas, you are empowered to take risks and are encouraged to be fearless in bringing your authentic self to work.

The team you'll be part of

As Nokia's growth engine, we create value for communication service providers and enterprise customers by leading the transition to cloud-native software and as-a-service delivery models. Our inclusive team of dreamers, doers and disruptors push the limits from impossible to possible.

What you will learn and contribute to

The objective of this role is to lead customer delivery for CNS products, services and CARE in partnership with GBC market teams and the Engineering units. The role will report into the Global Head of Market Services and is part of the Market Services Leadership team. The role will also have a dotted reporting line into the North America GBC Market Head.

Key responsibilities

Customer Delivery

• Lead Customer Delivery and Support teams in given Market to execute projects, upgrades and provide support (CARE) across all CNS products within the perimeter across CSPs and selected enterprises.
• Drive successful project planning and execution from contract planning to customer acceptance. Ensure on-time implementation of milestones, project quality, project profitability and customer satisfaction by partnering with domain delivery units , Engineering , supply Chain
• Adhere to all Nokia processes (SELL, EXECUTE, DELIVER, etc.). Develop and propagate best practices (Deal assurance, PRA PTA and track costs through NCC, project execution, risk mitigation, change management, escalation management) on an ongoing basis.

Financials and performance mgmt.

• Revenue Management – In collaboration with GBC, responsible for executing on Market Revenue targets, accelerate and forecast revenues, manage risk and upsides through dependencies and efficient cross functional interlocks across CNS Organisation from sales, presales, engineering, and technical delivery teams. Identify sellable additional work to improve revenues and margins.
• Cost Management – responsible for Market sales margins and baseline cost improvement. Tracking deviation on non-conformance costs working closely with Finance.
• Execute on efficiency and productivity targets and FPO oversight.
• Establish strong delivery operations and performance management for accurate project tracking, workforce planning and forecast accuracy (backlog consumption, cost, revenue, etc.). working with GPMO and Performance mgmt. unit.

Customer Centricity

• Ensure Customer Centricity through First time right, on-time delivery culture and high degree of responsiveness.
• Ensure clear, transparent and effective communication with customers. Establish sound planning and governance to align expectations and measure progress through execution.
• Improve Customer Satisfaction and positivity (CPVi & CES) by ensuring fulfillments of contractual commitments and minimizing quality issues

Business

• Support the implementation of the CNS go-to-market strategy to achieve market targets, drive profitable growth of the Services and CARE business and ensure customer success. Define and implement market services execution plans with extended teams.
• Establish and nurture customer relationships (CxOs, decision makers, operations) to help them achieve their business objectives. Utilize customer insights to assist with GTM strategy execution working closely with sales and presales teams in Global Business centre (GBC).

Organisation

• Build a strong set of E2E Technical Leaders, superior Program managers and Incident mgmt. organization to improve management of projects , incidents and outages as well as enhancing SW upgrades, procedures and cycle times
• Provide enablement and knowledge management to ensure that market services team and extended delivery team maintains high level of competence and operational excellence.

Your skills and experience

• High degree of independence with an ability to influence business strategy, direction and opportunities for growth and innovation.
• An ability to extensively analyze complex multi-dimensional issues and significantly improve, change or adapt existing methods.
• A change agent, one who can quickly identify the need for change, adapts swiftly and is an effective leader of change.
• Extensive background, > 15 years of extensive experience in Services delivery and Care leadership with an industry knowledge of project management disciplines.
• Graduate and/or post graduate degree in Business Management, Computer Sciences or other relevant field of study.
• Broad management experience across several functional areas or businesses. Creative thinking skills that can meet and evolve the needs of the business.
• Operates at the senior level of the business effectively with a global mindset and in many different environments.
• Proven ability to lead global, multi-cultural and multifunctional teams with hyper focus on operational excellence and agility.
• Track record and strength in – Business performance reporting and analysis, operational excellence, business insight, interpersonal savvy, drives vision and purpose, cultivates innovation and change.

What we offer

Nokia offers flexible and hybrid working schemes, 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 Ethisphere
• Gender-Equality Index by Bloomberg
• Workplace Pride Global Benchmark

At 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.

Tell employers what skills you have

Revenue Management
Bloomberg
Operational Excellence
Uniqueness
Workforce Planning
Cost Management
Financials
Customer Relationships
Escalation Management
Knowledge Management
Project Quality
Project Planning
Business Strategy
B2B
Creative Thinking
Global Mindset