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Information Technology
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NOPS Nokia Operations
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1900000AD3 Requisition #

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 committed 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.
    

IT Unified Communications (UC) Services team manages globally the life cycle, delivery, cost, quality and performance of all voice services ranging from Fixed and Mobile voice to VoIP and Call Center, Video and Virtual Conferencing and Webcasting services. Some of the key services are Virtual Conferencing with 115.000 users, Chat, Presence and Softphone and Mobile Voice services. IT Unified Communications services are being driven by the continuously evolving technologies and business requirements delivering the best services to all Nokia employees.

 

One of the key services are mobile, fixed voice and home office connection with more than 95.000 subscribers in more than 74 countries with up to 170 communication service providers and an average volume for orders and incidents of 3.000 per month.

 

The IT Regional Solution Owner Communication Services will be responsible to manage the communication service operations for mobile, fixed and home office connections (HOC) in the assigned region from end to end.

 

The candidate will interface with Communication Service Providers (CSP), telecom expense management provider (TEM) and support functions attached to the standard processes.

 

The role will include following activities: 

  • To manage and support all communication related services in the region provided by CSPs and managed by TEM provider and responsible for Incident Management; Problem Management; Demand Management; Change Management; and Request Fulfillment processes and the performance.

  • Being responsible for service validation and acting as the operational interface to CSP to secure the contractual agreed SLA’s are met, monitors performance of a service and takes the necessary action to improve and develop related processes.

  • The IT Regional Solution Owner is expected to manage and monitor the agreed Service Levels and consistently drive the identification of opportunities for continuous improvement 

  • Ensures that the Incident and other IT Service Management processes are working as they should by routinely checking if all tickets are owned; and actively follow up on tickets that are not just in danger of breaching the Service Levels

  • The IT Regional Solution Owner will look after other Unified Communication services major incidents and changes in the region of responsibility, providing support to end users and immediately interacting with service providers for necessary fixes

  • Managing the given cost structures and providing cost optimization within the assigned region of operations, according to the given targets, supports the spend management from TEM provider 

  • The IT Regional Solution Owner is responsible for the install, move, add, change/decommissioning (IMAC/D) process for the communication services in scope

  • The IT Regional Solution Owner provides project support and manages changes for fixed and mobile Telephony services, related to new contracts and/or office moves, acquisitions and divestitures, etc. 

  • Coordinates between various Nokia functions in relation to all local based voice and wire-line Service Management and operation topics.

  • The IT Regional Solution Owner works with Nokia’s vendor management and procurement teams and supports preparation for contract renewals & contract changes, to enable decision making prior to execution; provides information to key stakeholders for recommendation in making contract changes and adjustments. 

  • The IT Regional Solution Owner assists Nokia vendor management and procurement by providing full business case for changes as recommended, performs catalog reviews and updates after consultation with IT Service Owner for Mobile Voice/TEM/HOC services. 

  • The IT Regional Solution Owner updates support documentation on processes to be used by Nokia employees such as FAQ information; review and update communication and TEM related service pages on Nokia Intranet, manages all communications in the region


Must have:
  • Master's or bachelor’s degree in Engineering, Telecommunications, Computer Science or equivalent field;
  • Knowledge and understanding of communication and telecom expense management services;
  • Capable to understand complex requirements for the services in scope, and translate them into processes, improvement plans and built into a solution;
  • Experienced to coordinate service management in cross functional organizations
  • Knowledge of the ITIL service lifecycle and in specific, service operations;
  • Capable to manage the costs of IT service in the assigned region, including volume management and spend control;
  • Excellent verbal and written English language and communication skills;
  • Eager and capable to work in a global multi-cultural team and to develop him/herself;
  • Strong customer focus;
  • Drive to deliver results, “getting things done” attitude;
  • Honest, working with integrity and building trust;
  • Excellent verbal and written English language and communication skills;
  • Good presentation skills.
 
Nice to have:
  • Capable of building operational relationship with Communication Service Providers;
  • Being familiar with communication services contract terms and conditions, various invoicing models and subscription plans of mobile operators will be an asset;
  • Experience in managing projects, like mass vendor changes, transition and transformation of services
  • Experience with user care systems (i.e. SNOW)
  • Analytical thinking skills
  • Capable to work as part of the globally dispersed team

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Nokia is an equal opportunity employer that is committed 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.