MS Service delivery Manager @ Datalink Industrial

Job Description

Job Description 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 Managed Services (MSE) is responsible for keeping the network running and proposing / conducting network upgrades based on business requirements. Covers technical managing and operating of agreed components of IT and telecommunications services provided to end users of Nokia customers, within contracts agreed with those customers. Role Description Critical role to manage the service delivery function of the Optus MS delivery driving key ITIL domains across the team Responsibilities 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 Required Skills 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 organisation's 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 functions 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 About Us Come create the technology that helps the world act together Nokia is committed to innovation and technology leadership across mobile, fixed and cloud networks. Your career here will have a positive impact on peoples lives and will help us build the capabilities needed for a more productive, sustainable, and inclusive world. We challenge ourselves to create an inclusive way of working where we are open to new ideas, empowered to take risks and fearless to bring our authentic selves to work What we offer Nokia offers continuous learning opportunities, well-being programs to support you mentally and physically, opportunities to join and get supported by employee resource groups, mentoring programs and highly diverse teams with an inclusive culture where people thrive and are empowered. Nokia is committed to inclusion and is an equal opportunity employer Nokia has received the following recognitions for its commitment to inclusion & equality: One of the Worlds Most Ethical Companies by Ethisphere Gender-Equality Index by Bloomberg Workplace Pride Global Benchmark At Nokia, we act inclusively and respect the uniqueness of people. Nokias 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. Join us and be part of a company where you will feel included and empowered to succeed. About The Team As Nokia's growth engine, we create value for communication service providers and enterprise customers by leading the transition to cloud-native software and as-a-service delivery models. Our inclusive team of dreamers, doers and disruptors push the limits from impossible to possible

Employement Category:

Employement Type: Full time
Industry: IT - Hardware / Networking
Role Category: Sales / BD
Functional Area: Not Applicable
Role/Responsibilies: MS Service delivery Manager

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Keyskills:   Managed services Statistical analysis ITSM Presentations Communication Negotiation Analytical skills ITIL certification PDM certification PMP certification Telecom domain Remote delivery management MS Business Intelligence eTOM delivery models ProblemSolving Organizational influence Data statistics Quality Mindset