Digital Office - ERP Service Owner

About Nokia

At Nokia, we create technology that helps the world act together.
As a trusted partner for critical networks, we are committed to innovation and technology leadership across mobile, fixed, and cloud networks. We create value with intellectual property and long-term research, led by the award-winning Nokia Bell Labs.
Adhering to the highest standards of integrity and security, we help build the capabilities needed for a more productive, sustainable, and inclusive world.
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About Strategy & Technology

The Strategy and Technology function lays the path for Nokia’s future technology innovation and identifies the most promising areas in which Nokia can create new value. By setting the company’s vision and understanding the evolving market and business dynamics around us, the function develops a coherent business strategy, technology and architecture vision across the company, establishes a solid research foundation on which to innovate new products and solutions, and provides the critical support infrastructure that ensures all Nokia business units can deliver that vision properly and securely.

Job Description

Our IT Enterprise Resource Planning - Service Operations team wants to strengthen its team with an experienced IT Service Owner.

As a Service Owner, you will be responsible for the operational aspects of the IT Services. Your focus will be on service business continuity, fulfilment of agreed service performance and continuous service improvement. The target is a consistent end user service satisfaction level.

Job Responsibilities & Competencies

Key tasks and main responsibilities:

• Define the IT business service strategy, service design, service transition and service operation

• Proactively identify and manage the dependencies between services and service roadmaps

• Ensure service business continuity and service satisfaction

• Manage relationship, collaboration and service delivery with respective IT service providers, drive their performance to meet contractual requirements and customer expectations

• Responsible for the Service Level Agreement (SLA) and continuous service improvement.

• Analyze and report deviations from SLA and proactively propose and drive improvement actions.

• Contribute solving business escalations impacting business performance and drive Root Cause Analysis (RCA) for incidents

• Monitor the total service cost, responsible for the continuous service cost planning and forecast accuracy.

• Work with Project Managers to ensure service requirements are captured, delivered and projects are transitioned to service providers

• Monitor the service license usage and needs

• Monitor the service capacity and needed changes

• Keep the Service Catalogue up to date as well as the IT service management tools

• Ensure that asset & configuration management is handled properly with high standard quality

• Manage the service documentations and keep it accurate

• Build an efficient communication towards the stakeholders and within IT

Key competences:

Qualifications