Job Description

Come create the technology that helps the world act together

Nokia is committed to innovation and technology leadership across mobile, fixed and cloud networks. Your career here will have a positive impact on people's 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 work.

The team you'll be part of

The pandemic has highlighted how important telecoms networks are to society. Nokia's Network Infrastructure group is at the heart of a revolution to bring more and faster network capacity to people worldwide through our ambition, innovation, and technical expertise.

The Maintenance Service Manager (MSM) ensures specific entitlement and acts so that maintenance business services are conducted in an efficient, accurate, cost-effective, timely, and customer-friendly manner. The MSM is part of the CFPM family to which are added the specifics linked to the Maintenance services executed for the customer by the RBC organization with the Customer Delivery specific platforms.

Maintenance business services are dependent on the work of many areas. The MSM will work closely with management of the different functional areas to ensure that all aspects of the deliverables, which enable maintenance services, are provided in a cohesive and seamless manner.

What you will learn and contribute to

As part of our team, you will:

• Lead maintenance contract implementation including Multi-Vendors Maintenance (MVM)
• Review service contract details for accuracy
• Service contract performance management
• Monitor and report on service delivery performance
• Contract opportunity support
• Examine claims & billing disputes
• Track renewals
• Manage service escalations process 24 x 7
• Installed base analysis
• Support Cost Allocation Model

Some of the areas, which the MSM will interact with, are:

• Maintenance Product/Practice Management, Quality & Satisfaction Integration, Welcome Centers, Repair & Exchange Services, Technical Support Operations, etc.)
• Sales, Tendering / B&P for contract renewal & Regional Product Attached Services Competence Centers
• Supply Chain & Procurement, where applicable the MSM will trigger specific purchase and delivery of third party equipment, test equipment, etc. as stipulated in the Contract Readiness Process.
• Local Project Management Office (RU- CU or Cluster PMO)/ General Project Management.
• Product Groups (i.e. Carrier, Application & Software, Enterprise, and Services) to drive the closure of quality and customer satisfaction issues.
• The MSM resides in the customer facing regions under RBC
• MSM will be assigned as Single Point of Contact to all customer accounts in Fixed Network related to Maintenance activities in Singapore

Your skills and experience

You have:

• Well-versed in project management structure, techniques and discipline according to the Nokia project Management certification strategy including Maintenance Financial Part
• Knowledgeable on services portfolio, policies, and procedures related to maintenance business services
• Excellent interpersonal and negotiating skills
• Good technical product knowledge especially in Fixed Networks products.
• Ability to work in diverse teams and on different levels
• Strong cross-organizational leadership skills for driving resolution of complex customer
• issues.
• 8+ years of experience with maintenance contract management
• Degree/Master in Information Technology or Telecommunications or equivalent in respective domain

It would be nice if you also had:

• Familiarity with financial concepts, management, and controls
• Preferably PMP Certified

Main KPIs for a MSM:

• Visibility of Maintenance Contract performances:

• Maintenance Contract Financial Status requirements
• Maintenance Contract lifecycle status (i.e., active, expired, temporary extension, terminated, etc.)
• Support contracts containing End of Life (EOL) products and/or discontinued maintenance services. In general, it is expected the MSM would use their business intelligence regarding the customer contract to achieve positive performance of the contract.
• Entitlement accuracy

• Contract renewal: Notification to Contract Bids and Proposals, Solution and Marketing,
• Product Attached Services Team, no later then 90 days in advance of contract expiration to begin the renewal process.
• Adherence to defined corporate processes and procedures [the objective is to have minimal variation in the MSM approach; a large variation potentially represents areas of ambiguity/undefined processes]
• Customer satisfaction as measured by other metrics (e.g. Customer Loyalty Index (CLI) scores, RED CCIs downgraded within 30 days, etc.).

What we offer

Nokia offers flexible and hybrid working schemes, 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 employer

Nokia has received the following recognitions for its commitment to inclusion & equality:

• One of the World's Most Ethical Companies by Ethisphere
• Gender-Equality Index by Bloomberg
• Workplace Pride Global Benchmark
• LGBT+ equality & best place to work by HRC Foundation

At Nokia, we act inclusively and respect the uniqueness of people.

Nokia's 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.

Additional Information