Nokia is a global leader in the technologies that connect people and things. With state-of-the-art software, hardware and services for any type of network, Nokia is uniquely positioned to help communication service providers, governments, and large enterprises deliver on the promise of 5G, the Cloud and the Internet of Things.
Serving customers in over 100 countries, our research scientists and engineers continue to invent and accelerate new technologies that will increasingly transform the way people and things communicate and connect.
Nokia is an equal opportunity employer that is commited to diversity and inclusion.
At Nokia, 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.
One Customer Delivery Manager has ownership and responsibility of end-to-end Customer delivery across all BGs in a CT/CBT. Point of contact for Customer and Nokia for all aspects related to the delivery execution of all Customer prospects and contracts. Manages Customer satisfaction (CPVi/CES). Responsible for contracted business and aggregated Customer financials covering revenue, sales margin, cost and cash collection of HW, SW and Services of Customer deliveries for specific assigned CT/CBT, and explores opportunities for upselling and cross-selling to the Customer.
Main Responsibility Areas:
- Ownership of Customer interface for delivery
- Executive interface for the Customer management for deliveries, and Customer satisfaction (CPVi/CES)
- Contributes from Gate 3, and point of contact for the Customer interface from Gate 6 for contractual deliverables and execution (e.g. acceptances), with executive oversight
- Empowered to work across the Nokia organization especially with Sales, BGs and BG Delivery managers towards executing Customer deliveries in line with contractual commitments and Gate 6 handover
2. Delivery accountability with empowerment from BGs in line with contractual commitments and Gate 6 handover.
- Responsible for ensuring that the all BGs are meeting Nokia delivery commitments to the Customer as well as internal commitments
- Accountable from Gate 3 early engagement, E2E and x-BG delivery approach selection, project initiation and planning, to post Gate 6 for all BGs involved. Responsibility of BG Delivery model creations and development remains in BGs and BG Delivery Manager is responsible of BG delivery under One CDM leadership
- Accountable for x-BG contract execution post Gate 6, towards CT/CBT/CO Market Services and BGs/RBCs/GBCs/Services for all BGs involved
- Accountable for x-BG delivery planning, execution, resource allocation, prioritization and escalation topics for all phases of Execute process
- Supports BGs MoO requirements for reporting and governance aspects
- Identify biz opportunities (e.g. upsell) and coordinate with Sales and BGs
3. Responsible for contracted business and aggregated Customer financials
- Responsible for CT/CBT contracted business aggregated financials (Revenue, sales margin, cost & cash collection of HW, SW and Services), relying on BG’s accountability for the business financials for their respective BG
4. Accountable for project portfolio performance and services performance reviews
- Leads x-BG delivery parts of review meetings (ORM, BRM), and delivers input for MU/Market level governance
- Provides input for Operational Dialogs on account level across Nokia
- Chairs x-BG Governance on project execution performance reviews, both externally with the Customer and internally (PPR, Services reviews are still to be run by the lead BG with One CDM invited). For project specific governance, One CDMs are expected to regularly align with BG Delivery Managers on project related issues and updates
5. Guiding and securing delivery resourcing
- Empowered to forecast, steer and performance manage work with BG Delivery Managers, SBMs, PMs on assignment basis (i.e. PMs/SBMs assigned to the BG Delivery Manager under One CDM leadership for duration of the project, while continuing to report to respective BGs)
6. Project feedback and escalation
- Provides performance feedback on meeting the commitments made by BGs
- Manages and resolves delivery escalations, including issues escalated from BG Delivery Managers
- Support the definition of performance KPIs for projects and delivery, in line with the required deliverables and commitments
7. Align PM Processes and Tools in CT/CBT to secure Customer focused E2E delivery
Position Requirements:
- Self-Motivated, passionate individual who thrives in customer facing environment
- Must be able to work in a fast paced, results oriented organization where leadership, risk-taking, teamwork and commitment to execution are essential.
- Team building, the ability to listen, to be respectful of others and to influence are critical personality attributes.
- The ability to manage in a matrix environment, where direct authority over key resources is limited is essential to success.
- Must be extremely articulate with strong presentation skills, comfortable presenting in front of senior level customer audiences.
- Possess executive presence and strong interpersonal skills to establish key relationships with all decision makers.
- Be able to think outside the box to overcome political or technical objections.
- Strong leadership, influencing, facilitation skills, coupled with sound judgment; Highly organized with strong focus on follow through and results
- Deal with ambiguous situations and work effectively with cross functional teams
- Must have strong understanding or be able to learn quickly the business and technical aspects associated with Customer Care.
- Ability to collaborate with many cross functional organizations
- Technology or Engineering degree
- At least 12 years of work experience with 5-6 years of CARE experience
- CARE/PDM certification will be an added advantage
