Customer Delivery Manager

Nokia is a global leader in the technologies that connect people and things. With state-of-the-art software, hardware and services for any type of network, Nokia is uniquely positioned to help communication service providers, governments, and large enterprises deliver on the promise of 5G, the Cloud and the Internet of Things.

Serving customers in over 100 countries, our research scientists and engineers continue to invent and accelerate new technologies that will increasingly transform the way people and things communicate and connect.

Nokia is an equal opportunity employer that is committed to diversity and inclusion.

At Nokia, 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.

The NI IP/O BGDM Leader (he/ she) for Tier-1 operator in India:

• Owns within NI IP/O the delivery process for all aspects related to contract execution (including HW, SW and Services) on assigned scope with large business volume and/ or high complexity and/ or geographical distribution.
• Is accountable for revenue and profit in line with Nokia Mode of Operations (MoO).
• Organizes and leads the customer contract execution organization for the geography
• Manage a matrixed team of project managers and delivery staff
• Is responsible for project execution performance with respect to financial and operational KPIs such as cost, timelines, revenue, project assets, and customer satisfaction.
• Owns and manages customer relationship for assigned scope in services, delivery and performance areas.
• Is the primary contact within Nokia for planning and execution, resource allocation, prioritization and escalation topics for all phases of Execute process.
• Is responsible for end-to-end planning, and communication of financial and operational performance.
• Ensures contract execution is based on Nokia Project Management methodology and applicable BG guidelines and processes.
• Approves project handover from CO team (G6) and is stakeholder for information on preceding sales process gates (G3, G4, G5).
• Drives for continuous efficiency improvement in terms of cost adherence and cash to optimise projects’ operational performance.
• Anticipates risks and evaluates related financial and customer satisfaction impacts.
• Ensures efficient claim management.
• Ensures services execution comply with quality and health / safety requirements.
• Seeks to define new opportunities to expand and renew contracts with the customer.
• Contributes to additional services business/ solution creation. For cross BG customer topics.
• Drive Customer Satisfaction through the established survey mechanisms and by providing services that are fully compliant with the SLA/KPI
• Ensures contract execution performance (KPIs, cost, timelines, revenue recognition, project assets)
  • Plans/communicates /ensures accurate figures (services/equipment)
  • Driving for continuous efficiency improvement by e.g. o Cost Baseline Adherence management
  • Project Asset Rotation Days (PARD) reduction
  • Optimizing Project/Program operational performance (non-financial KPIs, e.g. Project Schedule Adherence)
  • Ensuring efficient claim management

Knowledges and Experiences:

• In-depth knowledge about ION organization, product, services and solutions
• Management experience across several functional areas or businesses.
• Mastery of a specific professional discipline combining deep knowledge of theory and practice or expertise across several different disciplines within a function.
• Command of content of sub function, mentoring and coaching knowledge
• Possess executive presence and strong interpersonal skills to establish key relationships with all decision makers.
• Deal with ambiguous situations and work effectively with cross functional teams
• Must have strong understanding or be able to learn quickly the business and technical aspects associated with Customer Care.
• Individual Contributor: Typically, highest level of individual contributor in job family. Demonstrates strategic thinking, assumes broad perspective.
• Manages implementation/ utilization through other organization resources.
• At least 15 years of work experience with 5-6 years of NI-IP/O project delivery is desired
• Experience in management of teams with 50+ resources is a plus
• CARE/PDM/PMP/CDM certification will be an added advantage
• Additional Information
• Experience / relation with Rjio project and operations team will be helpful.
• Global Job / Job Profile: One Customer Delivery Manager 2 JG 11

Contact Information

• Hiring Manager: Dilip Naik