Managed Services Delivery Manager

Job DescriptionAre you passionate about managed service delivery? Do you want to own the full end to end delivery of a customer network? Are you ready to take on the next career challenge and demonstrate how a managed service can be delivered? This role is to deliver one of our Global Managed Service accounts and be the person responsible for all delivery elements. With a combination of technologies, delivery teams based mainly offshore, you will have the chance to represent Nokia in front of the customer and be the person leading the delivery. Ensuring all KPIs are met, driving performance across teams, refining SLAs and ensuring the network is performing as if it is your own are the core elements desired for this role.How You Will Contribute And What You Will Learn Understand and translate contractual SLA/KPI into operational level agreements ensuring accurate and stable service delivery. Control and own monthly KPI data, including customer mitigation negotiations. Become escalation point for incident, service, problem and change management. Own and manage the escalation management according the contractual terms and SPOC for customer/GSD (Global Service Delivery) and for the CDM (Customer Delivery Management)/Market Unit team. Own the network during entry of any new services to ensure all requirements are delivered. Lead the delivery teams in terms of motivation & enhancements for network performance, change management, new business opportunity identification and end-to-end lessons learned. Is accountable for the management of customer contracted service commitments and associated reporting of service delivery performance (Quality & Cost). Interface between care organisation and process & application teams to ensure functional requirements are relevant as well as duly documented for any new feature development. Apply the local health & safety policy. Key Skills And Experience Make it happen with passion attitude whilst developing and empowering those supporting you Customer focussed – highly experienced with customer exposure in a 24/7 service delivery model Fluent in English, both written and spoken, Dutch and/or French is a plus, with presentation and negotiation skills Deep experience delivering in a multicultural environment, across different countries and organizations and able to influence others for cooperation ITIL knowledge with a focus on incident, change, problem and performance management Cost management and service reporting experience. About UsAbout NokiaJoin us in creating the technology that helps the world act together.We are a B2B technology innovation leader, pioneering networks that sense, think and act™, putting the world’s people, machines and devices in sync to create a more sustainable, productive and accessible future.Learn more about life at Nokia .About The Business GroupJoin Mobile Networks (MN) and help us become the trusted partner of choice for Communications Service Providers (CSPs), as well as for non-CSP entities in sectors like utilities, transportation, public services, and defense. Your work will contribute to delivering unbeatable customer experiences in wireless connectivity.Our recruitment processWe act inclusively and respect the uniqueness of people. Our 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.If you’re interested in this role but don’t meet every listed requirement, we still encourage you to apply. Unique backgrounds, perspectives, and experiences enrich our teams, and you may be just the right candidate for this or another opportunity.The length of the recruitment process may vary depending on the specific role's requirements. We strive to ensure a smooth and inclusive experience for all candidates. Discover more about the recruitment process at Nokia .About The TeamSome of our benefits in Portugal :Flexible working arrangements and additional flex benefits to support work–life balanceA minimum of 90 days of Maternity and Paternity Leave, with the option to return to work within a year following the birth or adoption of a child (based on eligibility)Medical and life insurance plan, plus paid sick leave for added securityMeal allowance to support daily needsCar allowance based on eligibilityWell-being programs to support your mental and physical healthOpportunities to engage with Nokia Employee Resource Groups (NERGs), as well as access to mentors, coaches, and Employee Growth SolutionsA learning culture that promotes continuous personal and professional growth – for your role and beyond