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.
Job description
Service Delivery Manager will be steering a team to effective delivery of the deployment and migration services according to agreed parameters. Additional responsibilities include development of the project delivery strategy, leadership, resource management and engagement with the customer. Service Delivery Manager should also ensure quality of service is maintained and manage cost of delivery by looking at better ways to provide service in a cost efficient manner.
Key responsibilities
§ Providing clear guidance, direction and leadership to the team
§ Setting an open environment encouraging individual ownership, constructive challenge and delivery accountability
§ Establishing a long term and sustainable relationship with the customer and the Programme team
§ Resource planning of all service delivery resources based on the customer forecasts
§ Cooperating closely with the Programme Team to gain a maximum client satisfaction
§ Providing mentoring and day to day support to the team members, if required
§ Ensuring high quality service delivery to the customer and regular reporting of the project’s KPIs
§ Actively managing risks and issues that might affect project delivery against the plan
§ Identifying succession options and ensuring development and continuity of the most important skill sets
§ Providing regular high level updates to the Senior Management on project status to ensure that they are aware of any potential slippage or project shift
§ Ensuring constant process improvement aiming to streamline the delivery and business supportive processes as well as cost effectiveness
§ Proactively seeking for margin improvements
§ Identifying business opportunities and up-scopes (early detection of customer needs)
§ Building long-term project delivery strategy
§ Ensuring compliance with contract requirements and organisational policies
§ Interfacing regularly with other business groups to further development of technical skills and improvements of the delivery process
§ Providing inputs to the PMO Reporting and delivering project’s high level status
§ Acting as escalation level for service delivery issues
§ Managing people within the project team, mentoring and coaching of the subordinate team
§ Providing team members’ performance assessment and development needs
§ Managing customer relationship in the scope of project execution
§ Supporting PMO Finance in the area of billing and payment
§ Supporting Senior Management
Qualifications
Skills and Experience
§ Preferably a degree level in an engineering discipline (Quality, Engineering, Computer Science, IT) or equivalent with 6 years of experience in IT/Telecommunication sector
§ Business education would be an asset
§ 3 year of industry related proven record of successful service delivery, preferably in network deployment and migration environment
§ Proven knowledge of and strong understanding of project management tools and methodology, certification would be an asset
§ Excellent leadership and people management skills
§ Strong interpersonal skills and experience in a multicultural and cross functional team environment
§ Communicative and open personality
§ Action oriented, decision making
§ Ability to negotiate and moderate discussions
§ Language competence: English (capable to negotiate technically and commercially verbally and in writing)
§ PC: Advanced user of Microsoft Office package
Primary Location
Europe, Middle East, Africa
UAE