Change Manager

Job Description

We are a B2B technology innovation leader pioneering the future where networks meet cloud. At Nokia you will have a positive impact on people s lives and help build the capabilities needed for a more productive, sustainable, and accessible world.Be part of a culture built on an inclusive way of working where we are open to your ideas, you are empowered to take risks and are encouraged to be fearless in bringing your authentic self to work.The team youll be part of As Nokias 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.What you will learn and contribute to Your skills and experienceChange Management Manager role is responsible for controlled realization and implementation of Changes, avoiding unnecessary interruptions of the continuity of business process, Manage the governance of the life cycle of changes and make sure that only authorized changes are implemented and ensure that all categories of changes are processed within agreed Lead time as per customer.
• To own and meet the target of Critical SLA s and KPI of Change Management scope as per contractual agreement.
• Develop, implement and maintain Change Management policies and procedures and ensure that the entire organization complies with the procedures.
• Document and maintain the Change Management policy, processes and standards.
• Create change management strategy and align with region/customer and lead the Offshore Change Management team to achieve the objective/target.
• Ensure Establishment, ownership and chairing the Change Advisory Board (CAB) for all Failed Changes, New Changes and Daily Major Changes across the network.
• Maintain CAB Action Register and ensure Actions are closed on time by following-up with respective stakeholders from on-shore and Off-shore.
• Ensure that all Emergency Changes being approved by ECAB
• Develop and present Change Management reports as required (including trend analysis on various elements within Change Management as applicable).
• Ensure establishment of Continuous Operations Improvements plan and implementing it with the coordination of region team.
• Timely updates to customer and internal management on current network issues and actions being taken.
• To ensure best practices are followed within the operation organization.
• To support in preparing the SLA ratification reports.
• Ensure establishment of effective governance with the stakeholders from Offshore domains, region, Contractor, Customer and Management.
• To support all the ad-hoc requirements from Management, Region, and customer on time.
• To support in performance review of Change Management function in various Business and Management reviews.
• To support and focus on Escalation/Queries from different stakeholders and provide an appropriate response on time.
• To focus and support on Transformation plan.
• To ensure an appropriate Knowledge sharing sessions/KT for new joiners
• To follow necessary escalation flow to address Tools/apps/IT issues related to Change Management team and ensure the availability of tools for BAU.
• To support on additional responsibilities as per the requirement from Management.
• To maintain the relationship & rapport with region team and end customer
Job Competencies
• Working knowledge of Telco network Operations, IT Service Management (Incident/Problem/Change) and Configuration frameworks such as ITIL v3;
• Strong analytical skills, comfortable with data and statistics.
• Demonstrable customer management / service skills
• Cross functional Stakeholders Management Skills
• Service/Quality Mindset, Decision making Skills.
• Excellent written and verbal communication and interpersonal skills.
• Strong facilitation skills and ability to gain consensus.
• Basic Knowledge of RAN/TX/CS/PS/VAS/IN & IP Core network elements.
• Able to work in a changing environment and adapt with these changes.
• Proven excellence in: Planning, Leadership, Communication, Negotiation, Problem solving, multi-tasking, prioritizing and Organizational influence
• Can clearly identify improvement prospects and apply necessary changes.
• Highly process focused | Data Driven decision maker | Results oriented
• Sense of Urgency
Qualifications
• 13+ years experience in telecommunications or related industry
• Proficient experience in Telco network Operations, Service Management and preferably Managed Services
• Must have good Written and Verbal English. Preferred with IELTS band score of 7 and above
• Preferred with PMP/Prince 2 certification.
• ITIL V3 Foundation Level Certification mandatory
• ITIL Intermediated Service Operation certification is preferred
• Demonstrated ability in IT Service Management suite. Technical Experience from either CS Core/PS Core/IN/TX/RAN/VAS/IP network with minimum 8 years of experience
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Keyskills :
meeting facilitationslalife cycleit service management