Service Delivery Manager

Job Description

Family DescriptionCustomer 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 DescriptionEnd-to-End family (E2E) comprises the support of customers across different Business Units/Business Groups as needed, in line with contractual service agreements and internal Nokia stakeholders in pre- and post-sales activities with technical and non-technical topics. Ensures readiness of service delivery and covers the provision of recommendations to product houses on design for serviceability aspects. Contains escalation of key issues to appropriate functions.RESPONSIBILITIESWorks effectively in a mixed environment and uses best practices and knowledge of internal or. external business issues to improve products or services.Has in-depth business knowledge and uses understanding of how relevant areas integrate to achieve objectives.Uses advanced analytical skills to solve complex problems or problems that do not have routine solutions and takes a new perspective.Shares initial ideas for professional direction of own organisational unit.Acts as a professional advisor and mentor for staff / workteam / taskforces.May lead sub-projects / projects with manageable risks and resource requirements or small teams, handles day-to-day staff management issues, including resource management and allocation of work.REQUIRED SKILLSImpactImpact 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 & ContributionIndividual 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.InnovationAccepts 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.CommunicationWorks to influence others to accept job functions 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 mindsetKnowledge & 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 12 years relevant experience and/or a graduate equivalent (or higher) degree. In depth knowledge of IP addressing, subnetting, routing protocols (i.e. OSPF, BGP, EIGRP, etc.), MPLS, QoS, Multicast, VPLS and VPRN. Experience in wireless transportation such as Microwave and LTE technologies, in-depth TDM knowledge including designing TDM networks over. Integrating and troubleshooting IP networks. Knowledge of IP addressing, subnetting, routing protocols (i.e. OSPF, BGP, EIGRP, etc.), MPLS, QoS, Multicast, VPLS and VPRN. CCNA /CCNP certification must Comprehensive IP knowledge who performs end-to-end services for clients using a consultative approach. Professional architects, designs, integrations, tests, troubleshoots IP networks to successfully deliver IP networks to our clients. Leads teams of designers, integrators, and test engineers in the delivery of the most complex customer projects. Finding innovative solutions to the most challenging customer requirements and problems. Expertise with IP protocols and standards and how to apply them in a wide variety of customer environments. Maintain, audit and compliance actions of the network HLD, LLD. Knowledge of IP products Nokia, CISCO, Huawei, ZTE Service design experience and performance management exposure. QOS design and understanding of guidelines and ITU standards. Problem analysis skills, learnings, and Optimization Transport KPI monitoring and prepare the action plan.ABOUT USCome create the technology that helps the world act togetherNokia 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 workWhat we offerNokia 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 employerNokia 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 BenchmarkAt 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,

Keyskills :
IP addressingSubnettingRouting protocolsMPLSQoSMulticastVPLSCCNACCNPService designPerformance managementProblem analysisOptimizationVPRNWireless transportationMicrowave technologiesLTE technologiesTDM knowledge