CCS is responsible for Managed Services delivery for Nokia. GDC is the Global Delivery organization within CCS responsible for remote delivery of managed services across the globe.
Key interfaces:
- CDM/ ODs of all key projects within Market.
- Operations Heads of key customers in market for all GDC delivery related topics.
- Sub Stream Heads of MAS, MPS and MSS streams in GDC.
- Service Practice team for deploying of automation use cases in Market.
- Business Operations GDC team for governance.
Skills and experience
- In depth understanding of Telecom Network Assurance and Performance.
- Experience of running large Telecom Network Assurance at a regional stage
- Executive presence with visiting CXOs/ Senior Management.
- Ability to drive SLA adherence, improvement and governance of actions.
- Co-relate various inputs from other customer deliveries and apply them for improvements/ converting into new business opportunities.
- Openness & Attitude for adapting to continuous change.
- Service Delivery Management competences
Key Performance Indicators:
- Project Delivery Target adherence (CBL) for remote delivery scope.
- Cost Baseline Adherence
- Customer Loyalty Index (related to remote delivery scope)
- Employees Engagement Index (assigned resources)
- Operational non-financial KPIs
Knowledge & Experience
- Typically requires 20+ years of extensive relevant experience and a graduate / postgraduate engineering/equivalent degree.
Primary responsibilities:
- Accountable for remote delivery execution & performance with respect to financial and operational (non-financial) KPIs (e.g. cost, timelines, customer satisfaction, SLAs & KPIs).
- Own the GDC relationship and brand towards the region and customers, manage delivery related escalations
- Operations performance evaluation and regular governance/ updates with CDM/ GSDM.
- Responsible for E2E planning, reporting and management of financial and operational performance of the remote delivery scope/services.
- Responsible for resource demand planning, providing demand from markets to stream including forecast of projects and triggering resource planning and readiness. Resource competence development for directly mapped resources/engagements.
- Interwork with the MAS/MPS/MSS streams organizations on delivery governance, improvements, transformation, resource demand, allocation/de-allocation and competence development.
- Contribute to GDC MoO, Governance and interlock requirements
- Support solutioning during pre-sales engagement and ensure alignment ok all stakeholders.
- Cultivating new business opportunities in close co-ordination with pre-sales and market
- Closely work with Services Practice teams for identification, defining and deployment of automation use cases.
- Works closely with the Business Operations team to address IT & Infra requirements, quality matrices and scoping services cost for New Business/ Additional Scope
- Drives service transformation and operational excellence within the remote delivery, towards process reengineering, new tool onboarding, to achieve highest cost efficiency and Transformation targets.
- Accountable for Customer Experience Satisfaction, support Customer satisfaction surveys
- Responsible for Attrition management and retention strategiesfor both directly and indirectly mapped resources.
Summary of key activities:
- Process adherence (& Improvement ideas)
- Change management
- Cost and performance management
- Relationship & EngagementManagement
- Managing Financial and Operational (non-financial) Performance
- Automation Inputs and requirements
- Risk Management
- Stakeholder Management
- Operational governance with GSDM/CDM/OD & MAS/MPS/MSS streams
- Customer SLA / KPI fulfilment
- Quality Management
