Service Transformation Manager

Employment Type

: Full-Time

Industry

: Miscellaneous



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Mission:

The Service Operations Manager will have leadership responsibility in Operate & Managed Services North America for both driving new business within the Quick Launch Service Offering as well as delivering project services directly to customers. The key deliverable is overall program/business management. The Quick Launch business provides on-customer-site assessments of business operations to identify key opportunities for improvement or transformation. From these analyses done jointly with Nokia & customer technical staff, additional Nokia engagements are fostered through senior customer executive read-outs in conjunction with Nokia CT Sales.

Within the Quick Launch business delivery and management, the assessments on-site often are combined with newly deployed Nokia products, though they can address existing operations by means of customers engaging Nokia as a trusted technology partner. Customer interviews at all levels of the organization will be required as well as summarizing readouts in professional senior-executive level presentations which this individual will both create and deliver. The assessments must be led with an extremely astute analytical eye for improvements and transformation.

Main Responsibility Areas:

·Facilitates Organizational Leadership, Development, Analysis and Improvement

·Ensures Contractual Service Delivery

·Drives Business Development & Support

·Compiles, reviews and utilizes feedback from the business to implement or change existing services or processes

·Prioritizes own and team’s work

·Anticipates consequences of actions, potential problems, or opportunities for change

·Sets and meets realistic deadlines

·Forecasts changes and communicates current and projected issues

·Develops proper risk planning and risk response plans

·Ensures a high level of fiscal control and accountability for project scope, schedule & budget

·Has strong experience in Managed Services delivery and Transition of Projects

·Works directly with customer service and operations teams to drive requirements and deliver solutions to meet business goals and objectives

·Owns and drives project requirements and deliverables directly

·Drives profit & loss accordingly for strong project margins

·Works potentially with 24x7 environment and coverage for identified Nokia customer

Key Tasks:

·Organizational management and development

·Network operational performance assurance

·Interface management to subcontractors & 3rd parties

·Processes and procedures regular reviews and updates

·Customer liaison for escalated Network Operations matters

·Team Motivation

·Operational Reporting

Key Competencies:

·Service Management Expert

·Leadership through Change and Transformation

·Deep International and Virtual Management experience

·Process Expert

·Customer Service and Service Delivery Expert

·Business Awareness and ROI Focus

·Innovation

·Mentor

Key Interfaces:

·Customer CTO/CIO (or equivalent)

·Customer Care (or equivalent)

·Customer Team

·3rd Party Suppliers & Subcontractors

Key Performance Measures:

·Customer Satisfaction

·Network KPI’s

·SLA’s & OLA’s

·Profitability

·Employee churn

Within the project management domain, the individual is accountable for an external customer program (collection of projects managed together for business benefits) or project for an assigned product and / or service scope. Assigns tasks to the project team and manages project resources and stakeholders, ensuring the project is delivered in scope of contractual obligations and within forecasted costs, time, and required quality. Responsible for the overall project success with respect to external customer satisfaction, financial results, health & safety control activities, and operational services delivery performance. End-to-end project planning, risk and opportunity management. Applies standard industry-recognized Project Management processes and escalates new issues upwards through line management.

Job Description / Responsibilities:

General:

  • Manages customer program (collection of projects managed together for business benefits) or project* for a defined product and / or service scope for a large and / or complex customer contract with medium / high risk probability. Contract might be defined as ‘key project’ by BG / market. * The term “customer project” refers generally to all forms of Nokia customer contracts, projects with a definitive start and end, and programs as collections of projects managed together for business benefits which may contain an ongoing operations business.
  • Delivers the operational scope to the customer.
  • Ensures all project and operational management is in full alignment with Nokia Mode of Operation (MoO), BG / BL guidelines and the PM@Nokia methodology.
  • Plans customer project and keeps plan updated to reflect and anticipate changes by coordinating change management on all aspects affecting cost, scope, schedule and quality (CSSQ).
  • Assures consistency among project financial, product and service forecast activities.
  • Participates in pre-sales and sales process activities. Determines delivery approach alternatives and manages the selection of the final recommended approach to delivery.
  • Ensures hand over from Sell to Execute and from Delivery to Care is done and monitors progress against it.
  • Ensures project contract management process is initiated and executed.
  • Defines the customization of any global operational processes together with relevant point of contacts to meet project requirements (for example, network operations, supply chain, logistics, and acceptance).
  • Manages the customer relationship during delivery, and serves as the primary interface towards the customer in all activities related to the own scope of the contract, including customer complaints, corrective actions, and changing requirements.
  • Prepares a clear and effective communications plan and ensures proactive communication of all relevant information to the customer and to all stakeholders.
  • Monitors and controls that the project is delivered within the approved budget, profitability forecast, and planned scope.
  • Ensures that the project meets all objectives for quality and looks continuously for quality improvement and customer satisfaction.
  • Actively applies appropriate best practices and lessons learned throughout the life of the project.
  • Monitors, controls and reports KPIs defined in customer contract.
  • Ensures data in all project-related tools and repositories is kept up-to-date and with high quality.
  • Conducts thorough risk management for all project risks and opportunities.
  • Seeks to define new opportunities to expand and renew contracts with the customer.
  • Leads the project team and may perform some line manager responsibilities.
  • Completes the project closure and / or handover as required (for example, complete contractual requirements, post calculation, lessons learned).
  • Detailed Description:

    Displays a knowledge across all PM functional areas and is accountable for excellence, including:

    Customer Relationship & Interaction 

  • Provide interface to customer senior executives for operational delivery obligations, management reviews, reports, and escalations.
  • Be the single point of accountability for operational performance delivery and senior customer escalations.
  • Ensure responsibility for the overall success of planning and implementing a project that meets customer needs.
  • Ensure escalation communication plans and calling lists are implemented.
  • Executive Governance: Perform Quarterly Project performance reviews with senior internal and external stakeholders.
  • Operational Governance: Perform weekly and/or monthly Operations reviews.
  • Conduct customer surveys in coordination with regional PMO team.
  • Ensure customer input to the project is received in a timely and effective manner in order to meet project objectives and schedules.
  • Obtain customer input sign-off of completed deliverables and formal customer acceptance of project completion, operational deliverables, and closure of improvement plans.
  • Monitor customer expectations.
  • Achieve maximum customer satisfaction and as such build a long-lasting relation with the customer.
  • Strategy and Planning, Delivery, & Closing 

  • Prepare appropriate Project Management Plans as well as Service Improvement Plans, when required, that are in line with PMI Project Management methodology and processes.
  • Manage the consistent application of project management methodology, tools, and processes through governance, project health checks, and audits.
  • Provide ongoing improvements in project management methodologies tools & processes to meet business and customer needs.
  • Identify and understand the impact of other corporate processes and policies that affect the project.
  • Propose contingency plans in anticipation of potential problems (risk identification/management) and corrective action plans when not tracking against the delivery plan.
  • Manage the delivery model, project structures and plans for complex, cross-technology projects.
  • Monitor implementation of Blueprint processes and Tools; partner with Delivery Teams for the implementation of project requirements and aligned processes. Measure process adherence.
  • Ensure the readiness plan implementation across domains (note: input collected from pre-sales phase, installed base, headcount, budget).
  • Interface with the Regional and Global Delivery organizations and act as the single point of contact for the project requirements on scope, cost, schedule, quality, and SOW/JOP/OLAs.
  • Ensure scope is in line with deliverables and create plans for handling out-of-scope activity. Respond to scope creep by immediately escalating modifications to the project scope and work with Sales.
  • Responsible to collect forecast as well as gathering any relevant issues related to it from the delivery organization.
  • Drive operational efficiency improvement program and cost control projects.
  • Establish and manage JOPs/OLAs and responsibility matrix with the teams involved in the end-to-end project delivery from MS.
  • Manage people within the project team; review the performance weekly and conduct regular team meetings. 
  • Lead contract administration to ensure delivery is strictly limited to contract scope; flag any deviation (change order management and claim management).
  • Project Financial Management

  • Ensure that the project is delivered within the approved budget and forecast profitability levels.
  • Execute and report standards according to Nokia structure and standard tools.
  • Verify that delivery (regional & GDC) is within budget/FTE.
  • Own contractual year-over-year improvements (forecast + real cost).
  • Forecast, plan, and monitor project-level resources in line with business needs (and escalate any issues/discrepancies).
  • Collaborate with finance to establish appropriate financial management process for all projects.
  • Ensure effective project push sales, sales forecasting and input to demand planning.
  • Project Reporting & Project Reviews

  • Ensure performance against agreed SLA’s and internal KPI’s is measured, tracked, and reported on a monthly/weekly basis.
  • Ensure Root Cause Analysis is completed, when performance is not meeting the Operational targets, and corrective actions are in place to bring performance in line with expectations.
  • Ensure reviews are held within the team and data is collected to produce the customer and internal weekly and monthly reports in line with the expectations set by Managed Service Leadership.
  • Report the relevant KPIs and milestones defined by tools and processes.
  • Conduct performance reviews internally and toward the customer at various levels of Governance.
  • Manage the overall project reporting and communications management with the project stakeholders.
  • Make translation from customer end-to-end KPI’s to internal KPI’s.
  • Training and Development

  • Maintain project management processes accreditation and tools training.
  • Provide mentorship to project management community.
  • Identify and share best practices within project manager community.
  • KEY TO SUCCESS:

    Must have expert level experience with senior-level client engagement, service management methodologies, transformation and technical operations management end-to-end. 

    An experienced leader/ expert with the following technologies, tools and processes is needed:

  • Nokia Cloud technologies and Field Operations
  • IT Operations
  • Strategic Planning
  • Network Architectural Planning
  • Operational Tools and Processes Development
  • Service Management Tools and Best Practices
  • Program Management Process and Tools
  • Statistical KPI Measurement and Benchmarking
  • Advanced presentation and technical writing skills
  • Business development and proposal expertise
  • Vendor management expertise
  • Organization Transformation planning and execution
  • Qualifications / Requirements:
  • Bachelor’s Degree/Diploma related to telecommunications, engineering, computer science, or equivalent relevant experience
  • Master’s Degree in Business Administration preferred
  • Accredited Project Management certification
  • Proven Knowledge of and strong understanding of Project Management Tools and Methodology
  • Broad Multi-vendor product knowledge preferred
  • At least five years’ experience of managing large-scale or global programs within an international telecommunications company
  • Experience in managing end-to-end Managed Services delivery including NOCs, Field Force, Technical Support and Service/Helpdesk operations
  • Business transformation involvement within an international telecommunications company
  • Understanding of managing and mitigating risk while acting as the leader for governance and delivering generic management reporting
  • Involvement in managing program finances and developing robust business cases
  • Strong interpersonal skills; have cross-functional and inter-disciplinary awareness, ability to maintain excellent time management and organization in busy environments
  • Lean 6 Sigma (green belt) preferred
  • Organizational awareness
  • Rigorous spirit in the transactions, particularly in following technical instructions and “reporting”
  • Ability to work in teams, learn and support of people
  • Excellent written & oral communication in English; any other language is a plus or requirement based on special projects needs
  • Customer-focused, approachable personality, attention to details, professional and positive approach
  • Culturally adaptable and flexible
  • Ability to assimilate quickly and act decisively
  • Competencies / Behaviors:

    ADAPTABILITY

  • Learns from experience and makes appropriate changes in behavior
  • Responds resourcefully to multiple demands, shifting priorities and new challenges
  • Works constructively under pressure or adversity
  • Works effectively in complex and ambiguous situations
  • NETWORKING & INFLUENCING

  • Builds collaborative relationships with others
  • Builds support for own ideas through contacts with others
  • Cultivates an active network inside and outside the organization to achieve results
  • Gives compelling reasons for ideas
  • Knows which battles are worth fighting
  • Responds effectively to the positions of others
  • Willingly shares expertise and experience with others
  • COMMUNICATION

  • Develops, delivers and runs effective presentations, meetings and facilitate a group workshop.
  • Generates and presents management-level reports and information
  • Effectively uses data collection and reporting tools and can perform interpretation and statistical analysis on this data
  • Demonstrates conflict and problem resolution skills (in person and via the phone)
  • Establishes and writes effective processes, policies and procedures
  • Communicates and presents concepts clearly, precisely, and concisely: keep it simple! 
  • Creates an environment where project team members and other stakeholders can constructively challenge behaviors and ideas
  • Demonstrates active listening skills
  • Demonstrates an ability to work effectively with different levels within Nokia and Customer organizations
  • Facilitates effective information streams between all the team members and in all the different sites
  • CONSULTING & CUSTOMER BUSINESS SUPPORT

  • Effectively collects, analyzes, interprets and reports business data
  • Exhibits subject matter expertise in relation to Project Management disciplines as well as Nokia methodologies, tools and processes
  • Trains/supports and coach users on the use of global methodologies, tools and processes
  • FINANCIAL MANAGEMENT

  • Analyzes and effectively communicates financial information
  • Familiar with and complies with organizational financial policies and processes
  • Drives improvement in the financial aspects of the project including revenue, cash flow and profit
  • NEGOTIATION

  • Reaches agreements between parties that can be kept while preserving the working relationships
  • Able to influence all stakeholders without authority
  • Demonstrates openness to innovative and creative solutions from others - including opponents
  • Understands motivations of counterparts, incorporates knowledge into negotiations, knows when to ‘walk away’
  • OFFER & OPPORTUNITY MANAGEMENT

  • Displays thorough understanding of the Opportunity Lifecycle Process (OLP)
  • Develops working relationships to ensure effective input to the offer team and offer handover to delivery
  • PLANNING &EXECUTION

  • Develops and maintains a culture of continuous improvement, working with internal and external teams
  • Tracks, reviews, and evaluates project progress to ensure success
  • Appropriately performs problem escalation
  • Utilizes understanding of business priorities to facilitate trade-offs between projects
  • PROBLEM SOLVING

  • Asks perceptive questions to drive business outcomes
  • Follows up to ensure agreed actions are followed through and the problems are resolved
  • RISK MANAGEMENT

  • Assesses appropriate levels of project contingency and reserves
  • Identifies key business and project risks and facilitates response strategies
  • QUALITY & KNOWLEDGE

  • Drives ongoing business improvement using lessons learned, best practices, and transformation experiences
  • Ensures proper implementation of quality standards
  • Facilitates project performance improvement through project audit and health checks

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