CNS Care Leader Middle East MEA
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About Cloud & Network Services
Cloud and Network Services is a leading Nokia business group that offers Network solutions on Core, Business and Enterprise segments, as well as Cloud solutions and Cognitive Services. It is a newly formed business group, that includes most of the former Nokia Software business, Nokia’s enterprise solutions, core network solutions including both voice and packet core, and managed and advanced services from its former Global Services unit. This unit will also act as a delivery channel of certain products from other business groups to enterprise customers. Cloud and Network Services (CNS) will target growth by leveraging the industry transition to cloud-based delivery, network-as-a-service business models, and software-led value creation.
Care comprises the support of customers (in line with contractual service agreements) and internal Nokia stakeholders in pre- and post-sales activities with technical and non-technical topics, including first level contact with customers for software and hardware incidents or requests. 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.
The CNS Care Leader is responsible for functional, resource, competence, and people management of customer support / services engineer team(s) providing Care SW Services. Also responsible to drive and fulfil Care SW Services (case handling, emergency services and software upgrade).
KPIs on customer(s) / market unit level with highest quality. Provides escalation support and assistance in the delivery of software services, when applicable. Monitors and guides professional developments of team / organisation / business and strategy for a business-relevant organisational unit, quality, speed, and cost management responsibilities.
Job Responsibilities & Competencies
Anticipates internal and external business challenges and / or regulatory issues and drives process, product or service improvements that create competitive advantage.
Accountable to the processes and standards in teams.
Uses knowledge on how the job contributes to the corporate goals as well as knowledge of industry and competitive landscape to increase own effectiveness.
Combines profound professional expertise with a holistic sense for the business and commercial environment and understands how the job contributes to achieving the objectives of the business.
Solves highly complex or novel problems based on sophisticated analytical thought and complex judgment.
Independently develops concepts to set the professional direction of own organisational unit and influences and contributes to strategic decisions within professional area that affect the performance of the subfunction (EG a subset of a function, typically consisting of several areas with independent budgets).
Acts as a senior leader, typically at a global or regional level, in many organisational units the most senior internal expert who serves as best practice / quality resource and is an acknowledged authority both within and outside own organisational unit.
Leads functional teams or projects with considerable resource requirements, risk, and complexity.
Manages service delivery for Care portfolio across case handling, emergency and software upgrade services for with a large business volume and / or high complex customer contract with high risk probability.
Manages day-to-day operational performance, workload and efficiency of the team.
Ensures that optimised resources based on business demand are continuously available: people, tools, working material and lab.
Ensures the skills of the entire team are identified and tracked. Is responsible for the teams’ readiness while developing competencies with appropriate trainings.
Ensures Care processes adherence and track the team / service KPIs for continuous improvement, drives case-handling process adherence, KPI management / improvement, case escalations, corrective actions implementations and cost-tracking for respective customer(s) / market.
Manages customer satisfaction surveys issues like Event-based Customer Satisfaction (EBCS), Operations Excellence Survey (OES), Operations Perceived Value index (OPVi), and ensures relevant tools like Installed base, Contract Database (CDB) are updated and available in collaboration with Care programme manager.
Ensures quality of service delivered by the team.
Ensures team costs and expenses are managed in accordance to Nokia´s policies, limits, guidelines and within determined area financial budgets
Complies with the requirements as per the process roles.
Supports Care customer interfaces by providing right competences, escalation and process whenever required.
Is accountable for career development of the team members.
Promotes collaboration and knowledge sharing in teams.
Accountable for or contribute towards (based on Mode of Operations) successful transition of delivery scope from project phase to Care phase.
Typically requires 6 -8 years extensive relevant experience in leading customer support teams.
Responsible for Care services escalation management for the customer.
Responsible for Care services Proft & Loss in the market unit.
Communication and Public Speaking
Customer and internal stake holders management
Trouble Resolution and Case Handling
Care Planning, Reporting & Process Knowledge
Software Change Project Management
Plans & Aligns
Builds Effective Teams
Drives Vision and Purpose
Imagine creating technology that has the potential to change the world. Working with us, you will have a positive impact on people’s lives and help to overcome some of the world’s most pressing challenges. We act inclusively and respect the uniqueness of people. At Nokia, 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. Nokia culture welcomes people as their true selves. Come create technology that helps the world act together.