Operations Manager

Job 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.
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• Subfamily Description
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• 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.
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Job Description:

Operations Manager is fully responsible for e2e NOC operations, Supply, Planning and Competency Development of resources to support delivery. Also to monitor of SLA, scope & costs related to the remotely delivered services.

Ensure operational excellence by implementing a process to continuously monitor and improve Services business execution performance

Job Responsibilities & Competencies

• Experience in delivering services of large-scale MS operations, with 6 to 8 years in a customer facing role.
• Strong Technical Competency Core Domain of Nokia Products (VoLTE, SDM, CS, Telco cloud, CBAM) Bare metal and VNFs
• Over Experience in managed services E2E telecom network (Core, IP/Optics, Wireless)
• Experience as Operations Delivery role in wholesale business on a major telecommunications operator is an advantage.
• Identify service issues, driving improvements through the delivery organizations.
• 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.
• Ensure legal and/or contractual activities are performed in close cooperation and within the setup of the respective delivery centre.
• Is accountable for the management of Customer Contracted Maintenance commitments and associated reporting of Service Delivery performance (Quality & Cost).
• Implement regular Maintenance services performance reviews with the customer.
• Own and lead service improvement activities with the customer in conjunction with other Nokia departments dealing with Blueprint compliance, Services Strategy, Lean Six Sigma programs and any other required improvement mechanisms.
• Contribute with Processes & Applications and all Delivery Engines / Practices to the definition of Service Assurance operating principles and delivery model. Support in the change implementation
• Interface between Care organisation and process & application teams to ensure functional requirements are relevant as well as duly documented for any new feature development.
• Ensure that new feature releases are well communicated and training are established within the delivery engines.
• Foster relationships, build customer trust, manage difficult situations, and negotiate conflicts with a technical focus.
• Business Performance Oriented with experience of negotiating KPIs and penalties.
• Previous role in Managed Services such as Service delivery manager, PMO, Transition, Transformation, Solution Architect is an advantage.
• Become the single operational point of contact for the Customer and for the CDM/Regional Operations Director.
• 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.
• Apply the local health & safety policy.

Qualifications

• Degree in Telecommunications
• Fluent in English, both written and spoken.
• Make it happen with passion attitude whilst developing and empowering those supporting you
• Customer focused - highly experienced with customer exposure.
• Deep experience delivering in a multicultural environment, across different countries or organizations.
• Analyze operational & commercial risks and define mitigation strategies with key stakeholders.
• Business Acumen
• ITIL knowledge with a focus on Incident, Change, Problem and Performance Management
• Cost Management and service reporting experience.
• Decisive and able to influence others for cooperation
• Presentation and negotiation skills
• Broad Nokia & Multi-Vendor Product knowledge
• Business case development skills
• Engineering background or equivalent experience
• Knowledge of MS Blueprint Operating Model or preventative maintenance an advantage

Job Detail:

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