Job Description

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 people’s 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. The team you’ll be part of Our Business Group is a leader in wireless mobility networks and associated services. With more than 3.500 patent families essential for 5G we have a strong 5G portfolio and are a front runner in open and virtualized radio access networks (O-RAN and vRAN). Customer Delivery Manager (CDM) own within one BG the delivery process for all aspects related to contracts execution including HW, SW and Services. He is accountable for revenue and profit in line with Nokia MoO for his/her perimeter within the BG and is the reference manager towards Customer and internal partners for all aspects related to delivery of BG projects Mission:

• Customer Delivery Manager (CDM) owns the delivery of the entire Customer contract execution scope – products and services – for Mobile Network BG
• CDM represents for BG P&L for his/her perimeter
• CDM represents Nokia on an assignment basis and is the primary contract for the assigned scope for planning and execution, resource allocation prioritization and escalation topics for the entire services and delivery process.
• CDM is responsible for the contract execution performance with respect to financial and operational (non-financial) KPIs (e.g. cost, timelines, revenue recognition, project assets, and Customer satisfaction) and requisite planning to enable successful execution.
• CDM is responsible for E2E planning and management of financial and operational performance.
• CDM ensures Customer contract execution management based on PMI/PBM principles in full alignment with Nokia Mode of Operations and applicable BG guidelines

Summary of key activities: Customer Relationship Management

• Managing financial and operational (non-financial) performance
• Contribution to Service Business/Solution Creation
• Customer Contract Execution Management Planning
• Monitoring and Controlling Customer Contract Execution

Change Management

• Risk Management
• Stakeholder Management / Team management
• Contract delivery
• Single point for all customer

Key Performance Indicators:

• Gate 6 – Project Target Agreement (PTA) implemented
• Gross Margin GM
• Cost Baseline Adherence +/- 3% (incl. change management)
• Project Asset Rotation Days (PARD)
• Customer Perceived Value (CPV)
• e2e Demand Planning Accuracy (Equipment + Services)
• Operational non-financial KPIs
• Revenue (contribute to efforts of services business creation)
• Forecast accuracy (revenue volume, margin evolution, resources, …)

Key activity descriptions: Customer Relationship Management

• Owns Customer relationship management in the area of services, delivery and performance
• Handles project and service-related Customer satisfaction
• Develops long term Customer Relationship strategy
• Establishes and maintains good Customer relationship by e.g.
• Ensuring all relevant information is communicated proactively to the Customer
• Regular meeting practices are maintained and agreed actions are reliably followed-up

Financial and non-financial Performance Management

• Ensures contract execution performance (KPIs, cost, timelines, revenue recognition, project assets
• Plans/communicates/ensures accurate figures (services/equipment)
• Driving for continuous efficiency improvement by e.g.
• Cost Baseline Adherence management
• Project Asset Rotation Days (PARD) reduction
• Optimizing Project/Program* operational performance (non-financial KPIs, e.g. Project Schedule Adherence)
• Ensuring efficient claim management
• Aim to improve revenue and Gross Margin by e.g. capturing up-selling opportunities by effective Change Management
• Contribution to Service Business/Solution Creation
• Coordinates all the services delivery business
• Customizes and implements services delivery strategy according to the BG and strategy/business plans
• Contributes in identifying and creating business opportunities
• Contributes to pre-sales and sales/tendering processes
• Contributes to the development of the service business and turning it into a profitable business case for Nokia
• Ensuring Governance in Customer Contract Execution Management Planning
• Ensures implementation of unified operational processes (including Service Delivery Management practices)
• Ensures implementation of NOKIA Program Business Management practices to fulfill Customer requirements.
• Ensures Gate E2 Project Target Agreement** (PTA) process takes place
• Ensures planning of Customer Contract Execution is based on PMI principles and processes (initiate, plan, execute, monitor/control, close) as well as Business Line global guidelines
• Ensures contract management process is initiated and integrated with Program Management processes, operational processes and Nokia Contract Management policies

Monitoring & Controlling Customer Contract Execution

• Ensures Service execution cases comply with quality guidelines/requirements
• Owns overall level Services delivery quality
• Ensures that Services execution complies with Health & Safety requirements and reporting to the Customer.
• Ensures Governance in Project Monitoring & Control
• Program Management processes e.g. time management, cost management, scope management, quality etc., including e.g.
• Ensures sufficient operational visibility to relevant stakeholders (e.g. PMO, Customer) through specific tools
• Participation to periodic reviews e.g. Review Meetings
• Operational KPIs
• KPIs as specified in Service Level Agreements

Risk Management

• Accountable for risk management on an overall contract execution level: ensue risks are identified, analyzed, monitored and managed proactively.
• Anticipate risk and evaluate related financial and Customer satisfaction impacts.

Stakeholder Management

• Managing the expectations of Customer Contract Execution stakeholders,
• Customer
• Customer Operations
• Project team/program organization
• Subcontractors
• 3rd party vendors (multi-vendor partners)
• Order Management and Logistics (OML)
• Product Units
• Setting up and maintaining clear and effective internal and external communication within the relevant project stakeholder (e.g. Customer and project teams)

Educational Qualifications

• Engineering Graduate

Experience

• 20 Years and above
• Good exposure in 2G & 4G Multi layered networks , Cloud based technologies and Mobile network performance Management
• Good Understanding of Mobile Network e2e technologies and Network management
• P&L handling, Team Management as Senior Project Director / One CDM’ of Big accounts / Vertical Head of Markets

What we offer Nokia offers flexible and hybrid working schemes, 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 World’s Most Ethical Companies by Ethisphere
• Gender-Equality Index by Bloomberg
• Workplace Pride Global Benchmark
• LGBT+ equality & best place to work by HRC Foundation

At Nokia, we act inclusively and respect the uniqueness of people. Nokia’s 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.