Job Key Tasks & Responsibilities
For multiple small- to medium-sized or one large Managed Services (MS) customer with in total, large business volume and high complexity and risk probability :
Within agreed scope, has overall responsibility to achieve financial / non-financial targets, and customer contractual agreements including service level targets, continuously improving the efficiency, effectiveness, and quality of own Managed Services operations.
Leads and manages resources performing all aspects of Managed Services operations handles day-to-day staff management issues, including resource management, allocation of work and performance management.
Typically manages other MS Delivery Managers who are covering separate components of MS operations.
Develops operational strategy for own MS operations unit, consistent with MS delivery strategy, but considering optimum organizational configuration to match current and future customers and MS offerings.
Interacts with Managed Services customers at a senior operational management level on escalated performance failures / issues / risks, or on major performance improvement initiatives.
Influences and acts to improve customer perception of Nokia's Managed Services. Typically hosts executive level customers in delivery centers.
Liaises, and takes leadership from an MS end-to-end delivery perspective, with counterparts in other MS functions, in other Nokia services groups (e.
g. Field Force, Care), in 3rd party organizations, and / or in customers' organizations to establish, monitor, and improve joint strategies for overall operations over a 2-5 year time horizon.
Interprets internal and external Managed Services operational and business challenges and recommends best practices to improve, not only for MS operations but also for MS products and solutions.
Acts as a leader for cross-functional staff / work team / taskforces working to improve / establish end-to-end overall or complex operations for specific customers.
Managed Services - Service Operations Specialist
Middle East & Africa-Qatar-Qatar-Doha
Consulting & Customer Business
Partner & Customer Relationship Mngt
Architecture & Solution Building
Business Model & Planning
Business case development
Benchmarking & Best Practice identification
Service Provider Marketing, offer management
Knowledge & Experience
Management Experience / Achieved well-advanced skills of a specific professional discipline combining deep knowledge of theory and organizational practice or expertise.
Recognized expert in their field (depth & breadth). Typically requires 5-8 years extensive relevant experience and / or a graduate / postgraduate equivalent degree.