Nokia Head Global Customer Care 

United States 

523023911

The objective of this role is to lead Care activities in S&C in close collaboration with Market care and Domain care leaders. The role will report into the Global Head of Market Services in S&C Org. and is part of the Mkt Services Global leadership team. The role will however work closely and interlock with Market Care leads , Domain Care leads , Critical incident teams in CEM , Care Portfolio Management in P&E and Customer Success in GBC to jointly define and implement optimal blueprint, define roles, implement and/or evolve (aligned with Care portfolio) Care support delivery strategy and processes with focus on SW Lifecycle Management, Case handling, Care Management, and OEM / 3rd Party Management.

Business and Financials

• Improve the way we forecast , optimise and report our Care costs , in close collaboration with Cost and progress managers and Market Finance teams ,
• Engage with Customer Success Team teams to implement Care renewals, Cost signoffs, Sales to Care processes and track adherence. Support customer success teams in GBC in future care pricing models .
• Review current Delivery to care handover and implement a Care assurance process working with the Delivery assurance units
• Drive OEM/Third-party management closely with Procurement, Customer Success teams and across Markets

Lifecycle mgmt

• Improve overall SUS process from demand creation, upgrade planning , execution and support minimising customer impact including tools and process .
• Pilot and deploy in service upgrades ISSUs as test bed , lessons learn and feedback loop.
• Evaluate current C10, Life extender and CR24 process and relevant SLA’s in close collaboration with PLM and Customer success

Case handling

• Review current case handling and Incident management process with Critical incident mgmt and Domain Care.
• Improve customer technical and management communications and leadership during outages, improving the 4Rs – response, Resolution, Recovery and RCA
• Managing , publishing and deployment of technical bulletins and technical release notes towards our customers thru the CEM and Market teams .

,Competencies and process /tools (Joint responsibility with Delivery Excellence )

• Review and improve process and tools across Customer Management, Operation Management, Business Management
• Design and monitor Care KPIs across customers and internal units in close collaboration with Delivery Excellence
• Design and maintain competencies for care roles across units in close Collaboration with Delivery excellence and L&T

Care delivery mgmt- Main point of coordination between market care towards domains

• Accountable for Care support process adherence and manage e2e ticket life cycle. Monitor case handling KPIs and push for improvement actions when applicable
• Escalation contact for any Pre-Care, Care, SUS deliverable issues which require management attention and work closely with DDU. Highlight customer priorities to DDU and drive actions to ensure fulfilment of the Care contracts SLA’s including the Critical incidents.
• Follow Demand & Forecast planning accuracy and fulfilment (SW life cycle management & Expert Care Services)

Your skills and experience

• High degree of independence with an ability to influence business strategy, direction and opportunities for growth and innovation.
• An ability to extensively analyze complex multi-dimensional issues and significantly improve, change, or adapt existing methods.
• A change agent, one who can quickly identify the need for change, adapts swiftly and is an effective leader of change.
• Extensive background, > 15 years of extensive experience in Services delivery and Care leadership with an industry knowledge of project management disciplines.
• Graduate and/or post graduate degree in Business Management, Computer Sciences, or other relevant field of study.
• Broad management experience across several functional areas or businesses. Creative thinking skills that can meet and evolve the needs of the business.
• Operates at the senior level of the business effectively with a global mindset and in many different environments.
• Proven ability to lead global, multi-cultural and multifunctional teams with hyper focus on operational excellence and agility.
• Track record and strength in – Business performance reporting and analysis, operational excellence, business insight, interpersonal savvy, drives vision and purpose, cultivates innovation and change.
  

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