Nokia Service Delivery Manager 

India 

333480093

• Responsible for Operations Delivery of the account.
• Ensure all Contractual SLA and KPIs into OLAs, ensuring to meet the targets
• Point of contact for all escalations towards the region of Incidence, Problem and Change Management
• Responsible for leading the management escalations internally and towards the region as per the contract
• Identify service issues and drive improvements through service delivery teams
• Own and manage the Escalation Management according to the contractual terms.
• Accountable for managing customer contractual maintenance commitments and associated reporting of service delivery performance in terms of quality and cost.
• Ensure evaluation adding any new services into the network and complied all requirements are delivered
• Lead the delivery teams in terms of motivation & enhancements for network performance, change management, new business opportunity identification, and end-to-end lessons learned
• Ensure that new feature releases are well communicated and training is established within the delivery engines.
• Foster relationships, build customer trust, manage difficult situations, and negotiate conflicts with a technical focus.
• Ensure compliance with local health & safety policy.

Typically requires 9+ years of extensive experience covering below and/or a graduate / postgraduate equivalent degree.

• Experience in delivering services of large-scale MS operations, with 5+ years in a customer-facing role.
• Process and Automation for sustained operations
• Broad knowledge across multiple technologies (e.g. 2/3/4G/5G, Tx, Core, Cloud,etc.).
• Experience as an Operations Delivery role in wholesale business on a major telecommunications operator is an advantage.
• Business Performance Oriented with experience of negotiating KPIs and penalties.
• ITIL knowledge with a focus on Incident, Change, Problem and Performance Management
  

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