Family Description

Customer Services (CS) covers customer service in different areas such as technical support, account support, operations, maintenance, network design / deployment / integration / transformation, and education. Generates revenue and the increase of customer satisfaction through planning, designing, deploying, integrating, optimizing, operating, and maintaining phases.

Subfamily Description

Managed Services (MSE) is responsible for keeping the network running and proposing / conducting network upgrades based on business requirements. Covers technical managing and operating of agreed components of IT and telecommunications services provided to end users of Nokia customers, within contracts agreed with those customers.

Impact

Impact is short-term and departmental/project in scope. Accountable for quality, accuracy and efficiency. Actions and errors can have functional area impact.

Scope & Contribution

Individual Contributor: Variety of complex tasks within area of responsibility, Demonstrates initiative & contributes to problem solving. Acts with independence and discretion in routine matters. Makes decisions that affect own work. Managerial/Supervisory: May act as Team Leader or Project Leader with some direct supervisory responsibilities in addition to own work assignments. Variety of complex tasks within area of responsibility. Acts with independence and discretion in routine matters. Makes decisions that affect own work.

Innovation

Performs routine activites to meet departmental/project objectives. Requires moderate supervision. Applies commonly recognised concepts within their field of expertise. Shares knowledge with less experienced peers or have high collegial interaction. Raises innovative ideas. Demonstrates adaptability to changing business environments. Is willing to take on new roles or jobs appropriate to skill set in different environments and/or locations.

Communication

Works to influence others to accept job functions view/practices and agree/accept new concepts, practices, and approaches. May conduct briefings with senior leaders within the job function. May at times be required to negotiate regarding operational issues. Has cross-cultural knowledge and global mindset

Knowledge & Experience

Working knowledge of Incident/Problem/Change Management frameworks such as ITIL v3 Strong influencing and relationship management skills
Excellent ability to manage multiple high priority efforts/ competing priorities and flexibility to adjust to changing requirements, schedules and priorities
Self-driven and resourceful to achieve goals independently as well as work well in groups
Minimum 2 years of experience in technology service management position or a comparable discipline within the mobile technology space
Experience in managing vendors and suppliers, outsourcing contracts, KPIs and SLAs
Ability to relate to technology and have fast adoption skills
Ability to translate customer requirement into meaningful business opportunities
Global management experience is a plus
Strong experience with IT service desk, networks, infrastructure & operations
Breadth and depth in telecommunications networks both from a technology and services perspective
Good to excellent command of English

Key Tasks - Change Manager:

The end-to-end change management process.
Knowledge in any ticketing tool to raise and process the change request.
Capability to chair and govern the CRB and CAB meeting with customers.
Capability to handle the calls received from customers about the process.
Good in vocabulary to respond to the customers query through email.
Knowledge in MS office tools such as Word, Excel & Power Point.
Manage end-to-end RASR (Release and Service Request) process. This includes working with multiple partners and sourcing details which need to be copied, managed and distributed on a daily/weekly basis. This also includes setup and chairing of regular meetings (usually Weekly meetings).
Management of Distribution Lists for various Change and Release Management communications.
Produce meeting minutes (as required) for the relevant governance meetings chaired.
Provide guidance on Change Management policy/process interpretation and usage if requested/required by internal and external change stakeholders and /or 3rd Party partners.

Objectives/Measurements:

Number of changes executed within SLA targets.
Size of backlog in CR creation.
Ensures the failed change implementor provides the RCA and the preventative actions for their changes.
Ensures change management database, CAB decision register and FCR database for his/her managed function is updated regularly and consistently
Interfaces:
Incident Management, GDC, Technical Support.
NSN Service Delivery Manager(s) and Operators Service Management.
3rd Parties L2/L3 support.
Problem Management.