Technical Delivery Lead

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 increases customer satisfaction through planning, designing, deploying, integrating, optimizing, operating, and maintaining phases. Subfamily Description End-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. • Technical contact and reference person for medium and big sized projects. • Working together with Project management and technical staff. • Manages all the technical management activities defined in Customer contract with medium/large business volume and medium/high 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 (e.g., network expansion, new features, software corrections implementations). • When applicable supports Solution Managers to review adopted solutions and assumptions. Impact Impact is short-term through individual and team contributions. Scope is primarily within own subject area in a function/unit. Actions and errors impact on program, project or function. Provides measurable input into new products, processes, standards or operational plans in support of the organisation's business strategies, with some impact on business unit/function overall results. Scope & Contribution Individual Contributor: Operates autonomously in own subject area. Can analyze, develop and implement concepts and solutions as a subject matter expert. Increased awareness of and involvement outside of own subject area. Distills big picture. Makes decisions about and prioritizes own work. Managerial/Supervisory: Clear managerial responsibilities for people. Typically first level of solid line management. Interprets policies. Ensures existing plans are put into operation. Executes and/or oversees processes to meet customer needs. Responsible for analysis, design & development of policies, plans, programs. Innovation Carries out specialised activities/projects according to general direction. Influences others to support decisions. Works mostly independently. Analyze situations or data that requires review of relevant factors. Solutions can often be checked and proved. Demonstrates success in multiple roles and is adaptable to manage complex changing business environments. Communication Communicates with parties within and outside of own job function and teams, and typically has responsibilities for communicating with parties external to the organisation, which may include customers or vendors. Works to influence others to accept job function's view/practices and agree/accept new concepts, practices, and approaches. Has cross-cultural knowledge and global mindset. Requires ability to communicate with executive leadership regarding matters of significant importance to the organisation. May conduct briefings with senior leaders within the job function. May at times be required to negotiate regarding operational issues. Knowledge & Experience Management experience / Achieved advanced skills and knowledge within a specific professional discipline involving the integration of theory and principles with organizational practices and precedents. Graduate equivalent (or higher) degree. 5+ Years of Experience on technical coordination and technical management from Systems Integration Projects. 4+ Years of Experience of Digital Operations solutions like Service Fulfillment and/or Service Assurance. 4+ Years of Experience of customer-facing and customer interactions on technical and management level. Understanding of Professional Services Scope and Cost Management. Advanced English and Spanish are mandatory, due to customer and internal interfaces. 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. What we offer Nokia 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 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. 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.
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