For a Managed Services contract, Operational Director is accountable towards the Customer for the execution and delivery of end-to-end contractual Service Assurance SLA/KPI’s including network and service availability KPIs.
Focus on Internal and External relationship building and ensure full Service Assurance delivery coordination across different delivery centers.
Act as the single Service Assurance point of contact for the Customer and for the CDM team. Coordinate all the Services Assurance T2R Delivery Centers. Lead and manage all operational customer meetings.
Translate contractual SLA/KPI into Operational Level Agreements (statement of work and metrics) with all T2R end-to-end stakeholders.
Prepare and present Monthly KPI data for Management Review
Act as the end-to-end owner for incident, service, problem and change management.
Drive Customer Satisfaction through the established survey mechanisms (PPE & Relationship) and by providing services that are fully compliant with the SLA/KPI.
Establish Escalation management according the contractual terms.
Facilitate critical Service Assurance action/recovery actions in close relationship with all Service Assurance delivery functions.
Ensure operational readiness across all T2R E2E stakeholders in new project and new technology introduction.
Represent requirements for project-specific processes & tools.
Pro-actively support network performance, change management, business opportunity identification as well as in the end-to-end lessons learned process.
Ensure legal and/or contractual activities to be performed locally (e.g. lawful interception) are in close cooperation and within the setup of the respective delivery center.
Drive service improvement activities with the customer in conjunction with other Nokia departments dealing with Blueprint compliance, Services Strategy, Lean Six Sigma programs and any other required improvement mechanisms.
Foster relationships, build customer trust, manage difficult situations, and negotiate conflicts with a technical focus.
Create an environment in which customers will be encouraged to take further steps to increase the business with Nokia (up-scope).
Perform Scope management against the contractual Terms & Conditions and align with the CDM for commercial negotiation-
Apply the local health & safety policy.
Skills & Competencies:
Leadership Skills
Break boundaries and barriers
Lead courageously
Make it happen
Mobilize teams and grow potential
Project a winning mindset
Shape a compelling future
Functional Skills:
Able to work in a multicultural environment, across different countries or organizations
Adaptability
Analyze operational & commercial risks and define mitigation strategies with key stakeholders
Business Acumen
ITIL, esp. Incident, Change, Problem and Performance Management
Communicate clearly and concisely
Cost Management
Customer Focus
Decision Making
Managing Execution
Negotiation skills
Presentation skills
Verbal communication
Technical Skills & Knowledge:
Broad Multi-Vendor Product knowledge
Business case development skills
Engineering background or equivalent experience
Experience in Incident management & coordination
Experience in Maintenance, Network Operations and/or Technical Support activities
Experience in telecom technical domains
Knowledge of MS Blueprint Operating Model
Knowledge of proactive & preventive maintenance strategies, tools and techniques
Topology of the customer's network
Processes & Tools:
Knowledge of Global Delivery Service & Field Service Operations processes (e.g.; incident restoration, network change management, ...)
Knowledge of Global Delivery Service & Field Service Operations tools: REMEDY, NetCool, BMC, Nerve Center and other platform tools
Recruitment Synopsis:
In order for the Operational Director to generate success in this role, she/he must fulfill:
Five years of experience as Operations Director for a major telecommunications provider in a nationwide managed services project
Experience as Operations Director in wireless Networks: 2G, 3G and 4G
Experience as Operations Director in wholesale business on a major telecommunications operator is a plus.
Business Performance Oriented: no/low percentage of penalties applied in the MS project under his/her responsibility.
Management of MS projects delivered in multi-site environments (On and Off-Shore Delivery Centers)
Experience in management of teams with 50+ resources is a plus.
Recognition of performance by Customers in MS projects is a plus.
Nokia internal Recognition of performance in MS projects is a plus.
English proficiency mandatory
Experience in presales activities in the MS area is a plus, in order to focus on expanding business through service Up-scopes. Proved success in major MS contract presales activities is a plus.
Previous role in Managed Services such as SDM, PMO, Transition, Transformation, Solution Architect is a plus
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