Description
Are you passionate about managed service delivery? Do you want to own the full end to end delivery of a customer network? Are you ready to take on the next career challenge and demonstrate how a managed service can be delivered? This role is to deliver one of our Global Managed Service accounts and be the person responsible for all delivery elements. With a combination of technologies, delivery teams based mainly offshore, you will have the chance to represent Nokia in front of the customer and be the person leading the delivery. Ensuring all KPIs are met, driving performance across teams, refining SLAs and ensuring the network is performing as if it is your own are the core elements desired for this role.
Responsibilities
* Understand and translate contractual SLA/KPI into operational level agreements ensuring accurate and stable service delivery. Control and own monthly KPI data, including customer mitigation negotiations.
* Become escalation point for incident, service, problem and change management. Own and manage the escalation management according the contractual terms and SPOC for customer/GSD (Global Service Delivery) and for the CDM (Customer Delivery Management)/Market Unit team.
* Own the network during entry of any new services to ensure all requirements are delivered.
* Lead the delivery teams in terms of motivation & enhancements for network performance, change management, new business opportunity identification and end-to-end lessons learned.
* Is accountable for the management of customer contracted service commitments and associated reporting of service delivery performance (Quality & Cost).
* Interface between care organisation and process & application teams to ensure functional requirements are relevant as well as duly documented for any new feature development.
* Apply the local health & safety policy.
Qualifications
* Make it happen with passion attitude whilst developing and empowering those supporting you
* Customer focussed – highly experienced with customer exposure in a 24/7 service delivery model
* Fluent in English, both written and spoken, Dutch and/or French is a plus, with presentation and negotiation skills
* Deep experience delivering in a multicultural environment, across different countries and organizations and able to influence others for cooperation
* ITIL knowledge with a focus on incident, change, problem and performance management
* Cost management and service reporting experience.