Customer Technical Manager

Job DescriptionFamily DescriptionCustomer 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, optimising, operating, and maintaining phases.Subfamily DescriptionEnd-to-End family (E2E) comprises the support of customers across different Business Units/Business Groups as needed, in line with contractual service agreements and internal Nokia stakeholders in pre- and post-sales activities with technical and non-technical topics. Ensures readiness of service delivery and covers the provision of recommendations to product houses on design for serviceability aspects. Contains escalation of key issues to appropriate functions.How You Will Contribute And What You Will Learn• Technical contact and reference person for small and mid sized projects.• Working together with Project management and technical staff• Manages all the technical management activities defined in Customer contract with small /medium business volume and average complexity and risk probability, in terms of quality, risk and time from delivery approach preparation through deployment, customer acceptance and care phase.• Acts as primary technical interface and first technical escalation point within the Customer project*.• Ensures operational continuity and smooth execution as well as network availability by implementing proactively BG/BL guidelines and PM@Nokia Methodology.• Supports Project Execution Owner (PEO) in project planning and delivery Acceptance.• Validates the workload involved and expertise needed related to technical tasks. Ensures resource management related to technical tasks regarding allocation, induction, release and expertise needed.• Leads technical activities during execution and care phase, for instance Core Network Implementation, System Acceptance, Multi-Vendor Interface Verification, Fault and Technical Escalation Management, Preventive Care and HW/SW update and upgrade.• Performs a Technical Risk Analysis. Proposes and implements risk mitigation actions.• Supports Project Execution Owner (PEO) to ensure delivery handover to regular operations and to assure actions have been successfully implemented.• Ensures network availability with Care project team.• Identifies new technical management related opportunities to expand contracts with the customer (EG network expansion, new features, software corrections implementations).• When applicable supports Solution Managers to review adopted solutions and assumptions.*The term “customer project” refers generally to all forms of Nokia customer contracts; projects with a definitive start and end; and, programs - collections of projects managed together for business benefits which may contain an ongoing operations business.Key Skills And ExperienceImpactImpact is short-term and usually departmental/project in scope. Accountable for quality, accuracy and efficiency of own and/or team achievements. Actions and errors can have program, project, functional impact.Scope & ContributionIndividual Contributor: Performs and/or coordinates day-to-day activities to meet departmental/project objectives. Carries out root/cause analysis in more complex problems. Can develop and implement recommendations. Managerial/Supervisory: Direct supervisory responsibilities for people. Typically first level (and lowest level) of solid line management. Carries out variety of complex activities according to plan within broader area of responsibility, analyses problems. Decision-making typically according to established solutions.InnovationAccepts responsibility for and demonstrates support for delegated decisions. Requires minimum supervision. Uses non standard approaches to resolving issues. Suggests improvements and seeks opportunities for innovation. Demonstrates initiative & adaptability to changing business environments. Is willing to take on new roles or jobs appropriate to skill set in different environments and/or locations.CommunicationWorks to influence others to accept job function’s view/practices and agree/accept new concepts, practices, and approaches. Requires ability to communicate with functional leadership regarding team & technical matters. 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 mindsetKnowledge & ExperienceManagement experience / Achieved advanced skills and knowledge within a specific professional discipline involving the integration of theory and principles with organisational practices and precedents. Typically requires 4-6 years relevant experience and/or a graduate equivalent (or higher) degree.About UsCome create the technology that helps the world act togetherNokia is committed to innovation and technology leadership across mobile, fixed and cloud networks. Your career here will have a positive impact on people’s lives and will help us build the capabilities needed for a more productive, sustainable, and inclusive world.We challenge ourselves to create an inclusive way of working where we are open to new ideas, empowered to take risks and fearless to bring our authentic selves to workWhat we offerNokia offers continuous learning opportunities, well-being programs to support you mentally and physically, opportunities to join and get supported by employee resource groups, mentoring programs and highly diverse teams with an inclusive culture where people thrive and are empowered.Nokia is committed to inclusion and is an equal opportunity employerNokia 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 BenchmarkAt Nokia, we act inclusively and respect the uniqueness of people. Nokia’s employment decisions are made regardless of race, color, national or ethnic origin, religion, gender, sexual orientation, gender identity or expression, age, marital status, disability, protected veteran status or other characteristics protected by law.We are committed to a culture of inclusion built upon our core value of respect.Join us and be part of a company where you will feel included and empowered to succeed.About The TeamAs Nokia's growth engine, we create value for communication service providers and enterprise customers by leading the transition to cloud-native software and as-a-service delivery models. Our inclusive team of dreamers, doers and disruptors push the limits from impossible to possible.