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Project Management
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NI Network Infrastructure
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2100000ENV Requisition #

About Nokia

 At Nokia, we create technology that helps the world act together.
As a trusted partner for critical networks, we are committed to innovation and technology leadership across mobile, fixed, and cloud networks. We create value with intellectual property and long-term research, led by the award-winning Nokia Bell Labs.
Adhering to the highest standards of integrity and security, we help build the capabilities needed for a more productive, sustainable, and inclusive world.
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 About Network Infrastructure

 The mission of the Network Infrastructure (NI) Business Group is to be the most trusted partner for the world’s most critical network infrastructure. NI will respond to the ever-increasing demand for networks with higher capacity, greater reliability, faster speeds, and lower costs.

Job Description

Customer Project & Care Management  ensures customer projects / programmes are delivered within agreed scope, budget, schedule, and quality during deployment and care phase. Contains projects throughout all phases, starting from delivery approach identification to completion / care / operation. Comprises management of customer (and all stakeholder) relationships and expectations during the contract fulfilment as well as project team members / resources. Contains project risk management, and driving of improvement actions to secure project gross margin and upselling and cross-selling.

The Customer & Care Project Manager is accountable for an external customer programme (collection of projects managed together for business benefits) or project for an assigned product and / or service scope. Assigns tasks to the project team and manages project resources and stakeholders, ensuring the project is delivered in scope of contractual obligations and within forecasted  costs, time, and required quality. Responsible for the overall project success with respect to external customer satisfaction, financial results, health & safety control activities, and operational services delivery performance. End-to-end project planning and risk and opportunity management.

Job Key Tasks & Responsibilities

  • Manages customer programme (collection of projects managed together for business benefits) or project* for a defined product and / or service scope for a medium / large and / or complex customer contract with medium / high risk probability.
  • Contract might be defined as key project by BG / market. Delivers the operational and project single/multiple BG / BUs scope to the customer.
  • Ensures all project and operational management is in full alignment with Nokia Mode of Operation (MoO), BG / BL guidelines and the PM@Nokia methodology.
  • Plans customer project and keeps plan updated to reflect and anticipate changes by coordinating change management on all aspects affecting cost, scope, schedule and quality (CSSQ).
  • Ensures consistency among project financial, product and service forecast activities.
  • Participates in pre-sales and sales process activities.
  • Determines delivery approach alternatives and manages the selection of the final recommended approach to delivery.
  • Ensures hand over from Sell to Execute and from Delivery to Care is done and monitors progress against it.
  • Ensures project contract management process is initiated and executed.
  • Defines the customization of any global operational processes together with relevant point of contacts to meet project requirements (for example, network operations, supply chain, logistics, and acceptance).
  • Manages the customer relationship during delivery and serves as the primary interface towards the customer in all activities-related to the own scope of the contract, including customer complaints, corrective actions, and changing requirements.
  • Prepares a clear and effective communications plan and ensures proactive communication of all relevant information to the customer and to all stakeholders.
  • Monitors and controls that the project is delivered within the approved budget, profitability forecast, and planned scope.
  • Ensures that the project meets all objectives for quality and looks continuously for quality improvement and customer satisfaction.
  • Actively applies appropriate best practices and lessons learned throughout the life of the project.
  • Monitors, controls and reports KPIs defined in customer contract.
  • Ensures data in all project-related tools and repositories is kept up-to-date and with high quality.
  • Conducts thorough risk management for all project risks and opportunities.
  • Seeks to define new opportunities to expand and renew contracts with the customer.
  • Leads the project team and may perform some line manager responsibilities.
  • Completes the project closure and / or handover as required (for example, complete contractual requirements, post calculation, lessons learned). (The term customer project refers generally to all forms of Nokia customer contracts, projects with a definitive start and end, and programmes as collections of projects managed together for business benefits which may contain an ongoing operations business)
  • Has business knowledge and uses understanding of how relevant areas integrate to achieve objectives.
  • Uses advanced analytical skills to solve complex problems or problems that do not have routine solutions and takes a new perspective.
  • Manages service delivery for Care portfolio across case handling, emergency and software upgrade services with medium / large business volume and medium / high complexity and low risk probability.                                                                        
  • Ensures Care processes adherence, manages and tracks the team / service KPIs for continuous improvement, drives case-handling process adherence, KPI management / improvement, case escalations, corrective actions implementations and cost-tracking for respective customer(s) / market.
  • Manages customer satisfaction surveys issues like Event-based Customer Satisfaction (EBCS), Operations Excellence Survey (OES), Operations Perceived Value index (OPVi), …  and ensure relevant tools like Installed base, Contract Database (CDB)  are updated and available in collaboration with Care programme manager.
  • Supports Care customer interfaces by providing right competences, escalation and process support whenever required.
  • Facilitates and promotes collaboration and knowledge sharing while contributing to articles (author, reviewer, approver, coach).
  • Is responsible for or contributes towards (based on Mode of Operations) successful transition of delivery scope from project phase to Care phase.
  • Responsible for Care services escalation management for the customer.
  •  

Key Competencies

o            Project Management

o            Risk Management

o            Quality Management

o            Change Management

o            Communication and Public Speaking

o            Cost Management

o            Consultative Selling

o            Customer Focus

o            Builds Effective Teams

o            Drives Results

 

• Works effectively in a mixed environment and uses best practices and knowledge of internal or external business issues to improve products or services.

• Has business knowledge and uses understanding of how relevant areas integrate to achieve objectives.

• Uses advanced analytical skills to solve complex problems or problems that do not have routine solutions and takes a new perspective.

• Shares initial ideas for professional direction of own organisational unit & contributes to strategic decisions within professional area.

• Acts as a professional advisor / leader and mentor for staff / workstream with key focus on effective & open communication.

• May lead projects with manageable risks and resource requirements or small teams, handles day-to-day staff management issues including resource management and allocation of work.

• Manages service delivery for Care portfolio across case handling, emergency and software upgrade services with medium / large business volume and medium / high complexity and low risk probability.                                                                        

• Manages day-to-day operational performance, workload and efficiency of the team.

• Ensures that optimised resources, their competences / skills based on business demand are continuously available: people, tools, working material and lab.

• Ensures Care processes adherence, manages and tracks the team / service KPIs for continuous improvement, drives case-handling process adherence, KPI management / improvement, case escalations, corrective actions implementations and cost-tracking for respective customer(s) / market.

• Manages customer satisfaction surveys issues like Event-based Customer Satisfaction (EBCS), Operations Excellence Survey (OES), Operations Perceived Value index (OPVi), …  and ensure relevant tools like Installed base, Contract Database (CDB)  are updated and available in collaboration with Care programme manager.

• Complies with the requirements as per the process roles.

• Supports Care customer interfaces by providing right competences, escalation and process support whenever required.

• Ensures the skills of the entire team are identified and tracked. Is responsible for the teams’ readiness while developing competencies with appropriate trainings.

• Is responsible for career development of the team members.

• Is the primary voice towards the team on company strategy.

• Facilitates and promotes collaboration and knowledge sharing while contributing to articles (author, reviewer, approver, coach).

• Is responsible for or contributes towards (based on Mode of Operations) successful transition of delivery scope from project phase to Care phase.

• Responsible for Care services escalation management for the customer."

 

Imagine creating technology that has the potential to change the world. Working with us, you will have a positive impact on people’s lives and help to overcome some of the world’s most pressing challenges. We act inclusively and respect the uniqueness of people. 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. Nokia culture welcomes people as their true selves. Come create technology that helps the world act together.

 

 

 

 

 

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