Service Delivery Manager

Come create the technology that helps the world act together
 

Nokia 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 work.

The team you’ll be part of

The pandemic has highlighted how important telecoms networks are to society.  Nokia’s Network Infrastructure group is at the heart of a revolution to bring more and faster network capacity to people worldwide through our ambition, innovation, and technical expertise.

The Service Delivery Manager, SDM, will manage a large scale Service Delivery projects to effectively deliver deployment, integration and migration services to major telecom, TEPS and Webscale customers globally, in multiple time zones and languages spoken.  The SDM will be responsible for all aspects of the delivery function including: delivery to SLA/KPI, resource forecasting, workload balancing, continuous service improvement, resource management and customer, and Nokia business, reporting. Singular point of contact to Nokia RBC PM Teams, owning and representing SBU delivery out of various SBU sub-teams or functions, contributing to project delivery

The service delivery team are located in various Nokia Delivery Centres across the globe. Key aspects of the Service Delivery manager role are managing the quality of the delivered services and efficient workload balancing across the service delivery centres to ensure effective cost of delivery.

The Service Delivery Manager will also be responsible for the continued development of the project delivery strategy, team leadership, and senior level engagement with the customer.

Travel between the service delivery centres, and to the customer sites, will be required.

What you will learn and contribute to

Are you passionate about solving problems?

As part of our team, you will:

• Early engagement in business opportunities and part of the pre-sales process.
• Enforcement of project documentation templates and standards.
• Provides technical leadership and reports to the Program Board.
• Provides the primary technical interface for the Program to the Client.
• Manage the Technical delivery roadmap for the program.
• Maintains the Migration trackers and works on topic resolutions internally and externally with clients
• Provides Strategic Technical direction
  • Assurance that the solution designs and migration strategies are co-ordinated and do not conflict.
  • Assurance that the solution designs and migration strategies are in accordance with agreed requirements
  • Assurance that the solution designs and migration strategies meet the commercial goals and scope of the program; and,
  • Assurance of high-quality technical design deliverables.
• Manage scope control, project planning and scheduling against agreed work packages.
• Adheres to Zero Outage policy in the network pertaining to Core and Services
• Ensures all migrations processes are in adherence with Clients Operations and Change management processes
• Provides as an interface between Nokia’s internal and Clients Design, Architecture and Operations teams to ensure communications and information gathering flows.
• Ensures Automation of the solution to facilitate industrialized approach for executing large scale complex migrations in a phased, hot swop and flash cut methodologies.
• Interfaces with Migration Capability Build team and execution teams to ensure smooth handover process
• Responsible for technical aspects of Change Management:
  • Initial Impact Assessment Response – impacted areas, Small/Medium/Large – dictates effort/timescale for full impact assessment response and required internal resourcing for impact assessments.
  • Manage the Change Request processes
  • Management of critical Issue escalation with respect to solution focused product Units.
• Leads the applicable RCAs for Migrations related topics, applies the corrective measures and works with Clients to close out issues.
• Capture and development of RACIs and up-scope/change requests to the contract scope.
• Ensures the stability of the program and maintains highest level of Customer satisfaction levels.
• Accountable for maintaining the Key Performance Indicators focused to Migrations

Your skills and experience

You have:

• Will hold current and relevant technology expert level certifications e.g. Nokia SRA, Cisco CCIE etc.
• Have a strong background in network technical design including high- and low-level design interpretation and delivery coordination.
• Expertly knowledgeable in all IP protocols.
• Demonstrates a thorough understanding of and keeps up to date with technology trends.
• Excellent documentation and communication skills and capable of delivering technical concepts both at strategic and detailed levels.
• Excellent time management demonstrating a capability to successfully manage working on multiple projects or programs as required.
• Has a solid grasp of the financial and commercial aspects of a complex program organisation.
• Has a background of leading in a structured and formalised environment

What we offer
 

Nokia offers flexible and hybrid working schemes, 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.

• Being part of a great global team!
• Flexible and hybrid working opportunity with financial support.
• Opportunity to learn technologies, get certification, access to well-known learning platforms, and develop yourself.
• Medical insurance & Life insurance
• Meal coupons & Gift cheques

Nokia is committed to inclusion and is an equal opportunity employer

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
• LGBT+ equality & best place to work by HRC Foundation

At 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.