Family Description

Customer Services (CS) covers customer service in different areas such as technical support, account support, operations, maintenance, network design / deployment / integration / transformation, and education. Generates revenue and the increase of customer satisfaction through planning, designing, deploying, integrating, optimising, operating, and maintaining phases.

Subfamily Description

Deployment (DEP) comprises the provision of an end-to-end process for the acquisition, construction, implementation / integration, installation, commissioning, and customer acceptance.

 

Impact

Impact is short-term and usually departmental/project in scope. Accountable for quality, accuracy and efficiency of own and/or team achievements. Actions and errors can have program, project, functional impact.

Scope & Contribution

Individual Contributor: Performs and/or coordinates day-to-day activities to meet departmental/project objectives. Carries out root/cause analysis in more complex problems. Can develop and implement recommendations. Managerial/Supervisory: Direct supervisory responsibilities for people. Typically first level (and lowest level) of solid line management. Carries out variety of complex activities according to plan within broader area of responsibility, analyses problems. Decision-making typically according to established solutions.

Innovation

Accepts responsibility for and demonstrates support for delegated decisions. Requires minimum supervision. Uses non standard approaches to resolving issues. Suggests improvements and seeks opportunities for innovation. Demonstrates initiative & adaptability to changing business environments. Is willing to take on new roles or jobs appropriate to skill set in different environments and/or locations.

Communication

Works to influence others to accept job function’s view/practices and agree/accept new concepts, practices, and approaches. Requires ability to communicate with functional leadership regarding team & technical matters. May conduct briefings with senior leaders within the job function. May at times be required to negotiate regarding operational issues.Has cross-cultural knowledge and global mindset

Knowledge & Experience

Management experience / Achieved advanced skills and knowledge within a specific professional discipline involving the integration of theory and principles with organisational practices and precedents. Typically requires 4-6 years relevant experience and/or a graduate equivalent (or higher) degree.

 

• Leads small / medium business volume of projects and manages the rollout of the deployment activities for whole or part of a customer project ensuring the project is delivered in scope of contractual obligations and within forecasted cost, time and required quality.
• Analyses the feasibility of the service request submitted in terms of resources, planning and quality to ensure Nokia meets contractual scope of work, milestones and customer pre-requisites.
• Is responsible that all deliverables are available according to project scope and deployment process by engaging with relevant stakeholders and securing availability and accuracy of deployment work orders. 
• Liaises with accountable team and customer as needed for operational needs and escalations on scope, processes, planning and / or budget. 
• Ensures deployment management relies on fact-based and verified schedules and forecasts. Collects actual services delivery performance information and compares actual performance with baseline.
• Determines the causes to any perceived deviation. 
• Collects information to provide latest estimates to completion. Implements proactive re-planning to keep the deployment activities on track and communicates to relevant stakeholders 
• Ensures that constraints and risks are managed successfully. Monitors, reports and optimizes services delivery in alignment with relevant processes and tools providing sufficient operational visibility to stakeholders.
• Monitors and controls services delivery through operational KPIs. 
• Manages internal and external field deployment team members, sets up and maintains clear and effective internal and external communication with the relevant project stakeholders, participating to reviews as needed. 
• Identifies and supports up-scopes in cooperation with the Customer team and Sales team.