Role description:
The Managed Services Market Lead is accountable for in-life Operations of the defined Managed Services projects in the region.
This will include (but not be limited to): Operations Management, Customer Relationship Management and Financial Control.
Operationally the role involves the coordination of Network Operations, Implementation, Planning and Optimization executed according to any approved Business Case and Transformation Objectives for relevant Manager Service projects.
Furthermore, the Market Lead regularly engages with the relevant Sales organizations to enhance the presence of the Nokia Managed Services in the local market.
Responsibilities/Duties:
- Lead the project organizations according to Nokia’s vision, culture and values.
- Provide thorough leadership, guidance and advice within Managed Services and to the extended Customer Team.
- Establish project governance and lead the phases of operational- and transformation- management activities while adhering to the contractual terms and conditions.
- Work in close cooperation with all stakeholders incl. customer organization, network deployment, planning, optimization, maintenance and regional & global executive management to ensure the maximum alignment, project delivery and effective customer operation.
- Coordinate daily activities from the main Nokia office in Moscow, however regular domestic and international travels are necessary to represent the project to the wider leadership audience.
Project Ownership
- Act as the main Service Assurance point of contact to Customers, ultimately being authorized to take decisions to produce short- and longer-term business outcomes.
- Drive Customer Satisfaction through the established survey process and ensure the obligatory services defined under the contracted SLAs/KPIs.
- Be the end-to-end accountable owner of Incident, Problem and Change Management controlled by the approved ITIL processes.
- Execute Escalation management in accordance with any contractual terms.
- Ensure legal and/or contractual activities are controlled in close cooperation with the Nokia Legal Department and other Partners within the setup of the respective deliveries of Operations.
Project Control
- Establish strict control of costs, budget spending, and transformation plans to achieve maximum revenue and cost efficiency.
- Oversee budgeting and forecasting aligned with the approved Programme financials and original Business Cases.
- Support the pre-sales organization in enhancing contracted scope.
- Drive continual service improvement activities according to Nokia Quality, ensure the operational risk or waste (according to Lean Six Sigma guidance) are eliminated.
Qualifications:
An ideal candidate must have a minimum 10 years’ experience in IT/Telecom Operations Management (or a related field) and have a prior experience in a leadership position while being accountable for a large-scale Managed Services project to a Communications Service Provider.
Leadership Skills:
- Lead courageously, mobilize the teams and grow their potential to be holistically seen as a credible Managed Service Partner.
- A natural team player able to actively communicate and enable the teams to act.
- Able to act strategically and influence the thinking or behaviour of others.
- Establish a cross-functional customer focus while prioritizing the business and operational needs.
- Able to work in a multicultural environment, across different business groups and countries or organizations — a previous experience working in a multinational company isn’t required, but it would advantageous in assessing the leadership profile.
Technical Skills & Knowledge
- Experience in extended Network Operations spanning over the processes of Build, Test, Acceptance and Operations.
- Be familiar with the technical domains of Network Operations, Maintenance, Network Deployment and Planning & Optimization.
- Experience in Quality Management.
- Knowledge of E2E Service Assurance for Operations, ideally ITIL-based.
- Knowledge of finance project management.
- Native Russian and fluent in English.