Nokia invests in technologies important in a world where billions of
devices are connected. We are focused on three businesses: network
infrastructure software, hardware and services, which we offer
through
Networks; location intelligence, which we provide through HERE; and
advanced technology development and licensing, which we pursue through
Technologies. Each of these businesses is a leader in its respective
field.
Through Networks, Nokia is the world’s specialist in mobile broadband.
From the first ever call on GSM, to the first call on LTE, we operate at
the forefront of each generation of mobile technology. Our global
experts invent the new capabilities our customers need in their
networks. We provide the world’s most efficient mobile networks, the
intelligence to maximize the value of those networks, and the services
to make it all work seamlessly.
We are recruiting to fill the position of:
Job Title: Customer Operations Manager EMTS
Location: Lagos
Job Description
- Owns delivery and execution quality, risk and scope management,
and supports pre-sales on small / normal cases, and triggering new
opportunities (identify customer business challenges, up-selling, claims
for out of scope deliveries, etc.) - Handles project and service related customer satisfaction;
- Customizes and implements services delivery strategy in the CT according to the SBU and CT strategy / business plans;
- Use quality assurance to manage contract KPIs defined for the project
- Coordinates [Support] logistics and ensure visibility on delivery and cost
- Drive actions and statuses for the projects from the SBL PMs.
- Ensures implementation of NSN project management practices to fulfill Customer requirements.
- Owns customer relationship management in the area of services, delivery and performance
- Make certain projects comply with the quality guidelines and requirements of the CT
- Aligns services resources and costs to current (running projects
per approved CBLs) and future CT business requirements together with CT
and SBU - Ensures contract execution performance (KPIs, cost, timelines,
revenue recognition, project assets) – i.e., responsible for the project
GS P&L - Coordinates all delivery/execution business in the CT
- Implements unified operational processes (including Service Delivery Management practices)
- Owns with logistics equipment ordering and supply to meet contract delivery milestones
- Leads within GS the up sell (e.g., existing project, existing equipment, existing services) and small cases during execution
- Implement GM turnaround /specific program practices initiated. [not only by SBLs – e.g. CO/GS/etc.]
- Ownership of customer oriented ORMs. COMs are responsible for operational / financials reviews with the SR/Region/CT as needed
- Execute the selection/development of Subcontractors per SBL plans
- Sign off costing at G4/align with SR
- Management of PTA process/changes in alignment with SBLs/SR.
- Execution of the PTA handover process with the CT head / sales team nil.
- Day to day execution
- Up selling during contract execution (focus on GS) – for cases
- PRS accuracy and alignment to project milestones / customer acceptances – ensure accuracy of the financials
- Management of Services Demand Planning process for a clear
visibility of resource needs and allocations Agreement with SR on
financial target settings, reviews/deviation approvals - Support of audits / improvement action plans initiated by SBLs/ SR
- [Support] Owns contract/claim management together with CTH/AM and ensure visibility in the organization
- Plans/communicates accurate figures for CT LE (Nelle and SAP)
- Identifies/communicates services capability transfer needs to the SR-RMs of SBUs
- Supports the CT for any cash collection issues related services
- Serves as the Delivery project owner in the Tricorn model
How to Apply
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