MS Service delivery Manager
- Nokia Networks
- 13 - 15 years
- Multi-City, India
- 1 month ago
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- Kolkata, Mumbai, New Delhi, Hyderabad, Pune, Chennai, Bengaluru
Job Description
Impact Impact is short-term through individual and team contributions. Scope is primarily within own subject area in a function/unit. Actions and errors impact on program, project or function. Provides measurable input into new products, processes, standards or operational plans in support of the organisations business strategies, with some impact on business unit/ function overall results. Scope Contribution Individual Contributor: Operates autonomously in own subject area. Can analyze, develop and implement concepts and solutions as a subject matter expert. Increased awareness of and involvement outside of own subject area. Distills big picture. Makes decisions about and prioritizes own work. Managerial/Supervisory: Clear managerial responsibilities for people. Typically first level of solid line management. Interprets policies. Ensures existing plans are put into operation. Executes and/or oversees processes to meet customer needs. Responsible for analysis, design development of policies, plans, programs. Innovation Carries out specialised activities/projects according to general direction. Influences others to support decisions. Works mostly independently. Analyze situations or data that requires review of relevant factors. Solutions can often be checked and proved. Demonstrates success in multiple roles and is adaptable to manage complex changing business environments. Communication Communicates with parties within and outside of own job function and teams, and typically has responsibilities for communicating with parties external to the organization, which may include customers or vendors. Works to influence others to accept the job function s view/practices and agree/accept new concepts, practices, and approaches.Has cross-cultural knowledge and global mindset Requires the ability to communicate with executive leadership regarding matters of significant importance to the organization. May conduct briefings with senior leaders within the job function. May at times be required to negotiate regarding operational issues. Knowledge Experience Management Experience / Achieved well-advanced skills in a specific professional discipline combining deep knowledge of theory and organizational practice or expertise. Recognized expert in their field (depth breadth). Typically requires 13+ years of extensive relevant experience and/or a graduate / postgraduate equivalent degree.
- Proven ability to work across to meet common objectives and customer expectations, Prior experience in working with Customers directly
- Able to work under pressure without compromising delivery and able to work in a changing environment and adapt to changes.
- Proven excellence in Planning; Leadership, Communication, Negotiation, Problem-Solving, and Organizational influence.
- Highly process-focused.
- Identify improvement opportunities implement necessary changes.
- Excellent written and verbal communication and interpersonal skills.
- Strong facilitation skills and ability to gain consensus.
- Takes initiative to creatively resolve issues and find solutions.
- Strong analytical skills, comfortable with data and statistics.
- Comfortable communicating with all levels within the organization.
- Results/outcome oriented, Service / Quality Mindset
- Overall 13+ years for experience
- Technical Experience from either a telecom domain with 7 years of hands-on experience.
- 10+ years experience in Remote delivery (NOC) management, people management, and Managed services
- Statistical analysis of data and should be able to create reports work on MS Business Intelligence independently.
- Awareness of ITSM eTOM delivery models
- Ability to independently create presentations and present the same.
- ITIL certification is a must and PDM / PMP certification is a plus
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E2E governance of Service delivery management across stakeholders in the desired frequency
- BCP ownership of the operations
- InfoSec Audit ownership
- Constantly lead and mentor the team members to
- Implementing Service improvement programs to achieve efficiency
- Process ownership of Incident, Problem, Change Service Management
- Review timely release of Problem Incident Report for all Sev1 Sev2 incidents
- To steer and control all the management bridges during the outage incidents until resolution
- To ensure all the PIR actions PM cases of the operations are closed within the agreed SLA across stakeholders
- Ensure all the incidents are tracked and closed within the agreed SLA
- Management of all Customer visits and Nokia Executive visits.
- Ensure all the changes are processed and executed as per the SLA
- Ensure that the CM compliance of the project is met as agreed with the customer
- Ownership and Execution of Transition and transformation programs.
- To ensure Quality Six Sigma approach on all the Service delivery to Customers.
- Act as the Second Level Escalation Contact for Region, Third party, and Customer.
- Drive the operations team to achieve all the SLAs within stipulated timelines
- To escalate and obtain all the support needed across the organization to resolve incidents
- To ensure all the comms are done as per the agreed timelines for Incidents, Nokia management, Escalation points, and Customer
- To work Closely with Customer management, Region management, and GDC management on a daily basis
Job Classification
Industry: Telecom / ISPFunctional Area: Telecom / ISP
Role Category: Service Delivery
Role: Service Delivery Manager
Employement Type: Full time
Contact Details:
Company: NokiaLocation(s): Multi-City, India
Keyskills: Service management PMP Managed services Customer service Business intelligence Service quality Operations SLA management Technical support Auditing
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