Cloud & Network Services (CNS) Template

Cloud & Network Services (CNS) Template

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Job Description

About Nokia
At Nokia, we create technology that helps the world act together.
As a trusted partner for critical networks, we are committed to innovation and technology leadership across mobile, fixed, and cloud networks. We create value with intellectual property and long-term research, led by the award-winning Nokia Bell Labs.
Adhering to the highest standards of integrity and security, we help build the capabilities needed for a more productive, sustainable, and inclusive world.
Watch to discover how we create meaningful interactions to drive human progress.
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.
Job Description
Service Management Specialist is responsible for 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.
The Service Management Specialist manages efficient and effective managed services to meet customer agreed service levels, through continually assuring process performance, and optimising delivery resources. Also responsible for driving transformation initiatives
Job Key Tasks & Responsibilities
. For multiple smaller, a single medium-d, or for multiple functions of a large customer, with in total, medium business volume and medium / high complexity and risk probability:. Within agreed scope, has overall responsibility to achieve financial / non-financial targets, and customer contractual agreements including service level targets, continuously improving the efficiency, effectiveness, and quality of own Managed Services (MS) operations.. Leads and manages resources performing several or all aspects of Managed Services operations, handles day-to-day staff management issues, including resource management, allocation of work and performance management. Often manages other Service Operations Managers who are covering separate components of MS operations.. Monitors the real-time demand of work for the functional team, taking corrective action if there is a risk to, or breach of agreed service levels, including through the re-prioritisation of work and / or engagement of additional temporary resources.. Oversees all resolution management activities defined within MS customer contracts to meet the committed service level agreement targets. Leads resolutions of high impact / risk service outages / major performance degradations.. Interacts with smaller or medium Managed Services customers at their senior operational management level on escalated performance failures / issues / risks, or on major performance improvement initiatives. Influences and acts to improve customer perception of Nokia's Managed Services. . Liaises, and takes leadership from an MS end-to-end delivery perspective, with counterparts in other MS functions, in other Nokia services groups (EG Field Force, Care), in 3rd party organisations, and / or in the customer's organisation to ensure that operational level agreements are being achieved for own scope, that ongoing co-ordination is facilitated, and overall customer SLAs are met.. Interprets Managed Services operational and business challenges and recommends best practices to improve for MS operations.. Acts as a leader for staff / workteam / taskforces working to improve operations for specific customers.
Key Competencies
OMS Operations Management
OMS Operations Centre Mgmt.
OMS Performance / Quality Mgmt.
Service Excellence
Cost Management
Improvement Methodologies
Transformation Drive
Problem Solving
Communication and Public Speaking
Drives Results
Optimizes Work Processes
Interpersonal Savvy
Develops Talent
Plans & Aligns
Drives Vision and Purpose
ITIL Certification
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.
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