Customer Technical Lead

Come create the technology that helps the world act together

Nokia is committed to innovation and technology leadership across mobile, fixed and cloud networks. Your career here will have a positive impact on people’s lives and will help us build the capabilities needed for a more productive, sustainable, and inclusive world.

We challenge ourselves to create an inclusive way of working where we are open to new ideas, empowered to take risks and fearless to bring our authentic selves to work.

The team you'll be part of

Cloud and Network Services

Cloud and Network Services is a leading Nokia business group that offers Network solutions on Core, Business and Enterprise segments, as well as Cloud solutions and Cognitive Services. It is a newly formed business group, that includes most of the former Nokia Software business, Nokia’s enterprise solutions, core network solutions including both voice and packet core, and managed and advanced services from its former Global Services unit. This unit will also act as a delivery channel of certain products from other business groups to enterprise customers. Cloud and Network Services (CNS) will target growth by leveraging the industry transition to cloud-based delivery, network-as-a-service business models, and software-led value creation.

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

Are you passionate about solving problems?
As part of our team, you will:

Manages projects ensuring good profitability by efficient cost controlling and resource management. Provides leadership and manages large project teams effectively. Acts as primary project interface to the customer ensuring good customer satisfaction and developing the customer relationship. Shares project experience and best practices, knowledge of project management processes, tasks and tools with other project managers. Plans and manages internal and external resources. Is responsible for internal and external project reporting. Represents the customer's requirements back to Nokia Networks/account team to anticipate new business opportunities.

Job Description:         

Accountable for delivering the entire customer project/program* scope – products and services - to the customer within the assigned area of responsibility (one or multiple BL responsibilities).
• Main responsibilities on E2E planning and management of financial and operational performance
• Ensures project/program management based on PMI principles and in full alignment with NSN MoM and applicable BL guidelines

*Program Management only where applicable

Summary of key activities:
• Customer Relationship Management
• Managing financial and non-financial Performance
• Contribution to Service Business/Solution Creation
• Project and Program* Management Planning
• Monitoring and Controlling Project and Program* Execution
• Updating the Project /Program* Management Plan
• Risk Management
• Stakeholder Management
• Leading the Project/ Program* Team
• Closure and handovers

Key Performance Indicators:
• Customer Loyalty Index
• Gross Margin GM
• Project Asset Rotation Days PARD
• Project Cost Adherence PCA
• Operational non-financial KPIs

Key activity descriptions:
Customer Relationship Management
• Develops/Contributes to long term Customer Relationship strategy
• Establishes and maintains good customer relationship by e.g.
o Ensuring all relevant information is communicated proactively to the customer
o Regular meeting practices are maintained and agreed actions are reliably followed-up

Managing financial and non-financial Performance
• Driving for continuous efficiency improvement by e.g.
o Project Cost Adherence (PCA) management
o Project Asset Rotation Days (PARD) reduction
o Optimizing Project/Program* operational performance (non-financial KPIs, e.g. Project Schedule Adherence)
o Ensuring efficient claim management
• Aim to improve revenue and GM by e.g. capturing up-selling opportunities by effective Change Management

Contribution to Service Business/Solution Creation
• Contributes in identifying and creating business opportunities
• Contributes to pre-sales and sales/tendering processes
• Contributes to the development of the service business

Project and Program* Management Planning
• Ensures Project Target Agreement** (PTA) process takes place
• Validates PTA** contents
• Plans Project based on PMI principles and processes (initiate, plan, execute, monitor/control, close) as well as Business Line global guidelines
• Leads the customization of global e2e operational processes to project /program* requirements (e.g. network operations processes, supply chain process, logistics processes, acceptance process etc.) and ensures it is aligned with NSN MoO
• Ensures contract management process is initiated and integrated with Project Management processes, operational processes and NSN Contract Management policies

Monitoring & Controlling Project and Program* Execution
• Monitors & controls
o the project targets against the PTA**
o Project Management processes e.g. time management, cost management, scope management, quality etc., including e.g.
§ ensures sufficient operational visibility to relevant stakeholders (e.g. PMO, Customer) through specific tools
§ participation to periodic reviews e.g. Review Meetings
o execution of operational processes in line with NSN MoM and applicable BL guidelines
o operational KPIs
o KPIs as specified in Service Level Agreements
o execution of the contract management process
o adherence to applicable official guidelines, handbooks and instructions

Updating the Project/ Program* Management Plan
• Continuously and proactively adapt Project/Program* Management Plans and Delivery Processes to reflect the changing environment

Risk Management
• Identify and analyze risks and opportunities.
• Plan and implement risk response actions.
• Ensure risks actively monitored and managed and risk management plan updated

Stakeholder Management
• Managing the expectations of project/ Program* stakeholders, e.g.
o customer
o project team / program organization
o subcontractors
o 3rd party vendors (multi-vendor partners)
o CT team
o Order Management and Logistics (OML)
• Setting up and maintaining clear and effective internal and external communication within the relevant project stakeholders (e.g. customer and project teams)

Leading the Project Team(s) / Program* Organization
• Organize and lead the project teams / program organization.
• People management (perform line management responsibilities**) e.g.
o on-boarding/off-boarding people
o manage performance, competence development

Closure and handovers
• Ensure contractual requirements completed (e.g. Acceptance Testing done, PAC signed by customer)
• Close the project (e.g. collect lessons learnt, post calculations, document PTA** completion, PSS**)
• Customer handover activities (e.g. documentation)
• Ensure internal handover (if applicable)

Your skills and experience

Highly independent and self directed. Develops plans, measures effectiveness. Assesses customer relationships and service levels. Can develop and implement complex and innovative concepts. Problems require searching and selecting. Anticipates problems, seeks opportunities. Models creative and innovative work methods. High collegial interaction.

10-15 Years of relevant experience

Nokia maintains broad salary ranges for its roles in order to account for variations in knowledge, skills, experience and market conditions, as well as reflect Nokia’s differing products, industries and lines of business. Candidates are typically placed into the range based on the preceding factors as well as internal peer equity

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
• LGBT+ equality & best place to work by HRC Foundation

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.