Autonomous Networks Central Delivery Care Head

In this role you will be key to driving care delivery for Cloud Networks & Solutions Autonomous Networks Domain Delivery Unit (DDU) for all 7 Markets. This role is critical in ensuring exceptional delivery first time for customer projects on Autonomous Networks portfolio, which includes covering Digital Operations, Analytics and Security networks. You will be a change agent in implementing a services & care combined delivery model, which drives improved deployment/care practices, identifying and driving serviceability and automation opportunities with the R&D Domain Unit.  This is a leadership position interfacing with Market Services, R&D, Product Line Management and you will have responsibility for a team of 5 within a department made up of 100 people, so key leadership skills are essential.

Purpose of the role

• Responsible for Autonomous Networks Domain DDU deliverables Care for all respective Markets including revenue impacting risks management and mitigation plans/actions together with BGDM, CaDM, DDL.
• Care activity Responsible for DDU’s Care finance, COGS, Transformation saving, FPO and project budget/cost adherence aligning fully with pre-set targets from Delivery Enablement, and Transformation 
• Continuous improvement of serviceability, product engagements & tools
• Develop strategy for Knowledge capture & share and seek improvements in CoDE.
• Manage relationship with R&D & PLM Care 
• Enable the org to deliver 24x7 support with utmost focus on availability & timely revert 
• Regular executive updates to management on progress of critical issues resolution
• Deliver cross competent workforce 
• Escalation management for critical care & project issues, identifying recovery plans where needed, and drive tickets closure which are revenue impacting 
• Set-up and maintain effective communication & reporting for the deliveries
• Fulfil the Care contracts SLA including the Critical incidents
• Manage the technical support during delivery life cycle
• Best practice & feedback loop with the focus on supporting Pre-Care incidents but also in other key areas such as SUS, Deploy etc providing concrete feedback CDS.
• Develop & Enable DDU Care personnel and avoid unnecessary R&D escalation
• Improve Customer Satisfaction and positivity (EBCS) by ensuring fulfillments of contractual commitments and minimizing quality issues for all projects in of DDU in respective market unit
• Drive the technical Support practices within his own unit in relation what has been defined & decided with Delivery Success Practices Manager 
• Responsible for own domain customer LE-B and LE-C approval together with care PLM
• Regularly run gap analysis to find improvement areas and implement needed changes

 

Parameters for success:

• CoGS control, Fulfilment of FPO KPI's and budgetary management
• Care Contract service level agreement (SLA) fulfillment Rate 
• Outage Avoidance & RCA on time
• Competence development & readiness for upcoming solutions & technologies
• Customer satisfaction and Project satisfaction Score for all projects in the market unit
• Demand planning accuracy aligned with BUDM and fulfilment for all CN projects in the market with agreed delivery models and resource plans.
• Care L1 KPIs within the market for all DDU projects in the market, Maintain customer SLA , with Market ,as agreed in the Joint KPIs MoO.
• Work with portfolio / technology and R&D teams on products serviceability requirements to reduce Time to Market 
• Manage subco resources HC considering business flexibility and need of local & remote share
• Develop & maintain subcon partner echo system and competence level
• Interact & collaborate with all stakeholders to manage critical escalations 
• Adhere delivery processes adoption and quality control for services & care delivery as per DDU practices 
• Introduce innovation and automation initiatives 
• Transformation target achievements
• Build future competence of AI/ML

 

Key interfaces

• Domain delivery leadership teams across all functions 
• Domain delivery function for interlock and execution
• Market Leaders, CaPM, Customer Care Central Team 
• IPTel and PaCO domain R&D for respective DDU and Product owners
• PLM Domain leader and PLM Care 
• Technology & Platform Leaders

Skills and experience

• Senior leader with experience in care delivery of Autonomous Networks Domain (Digital, security or analytics)
• Strong leadership, influencing, and facilitation skills. Highly organized with strong focus on driving results
• Sound commercial and business understanding at CNS business units level
• Knowledgeable of Autonomous Networks Domain technologies(Digital, Security or analytics), Nokia portfolio, and business environment
• Proven track record in delivering strong financial results in key Autonomous Networks projects
• Promote strategic thinking and bring thought leadership in the unit
• Strong customer focus and deliver on quality and time mindset 

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

What we offer
 
Nokia offers 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

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.