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Sumar job Nokia WING - Service Operations Manager

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Entry: primii 3 ani experienta
Management


Nokia is a global leader in the technologies that connect people and things. With state-of-the-art software, hardware and services for any type of network, Nokia is uniquely positioned to help communication service providers, governments, and large enterprises deliver on the promise of 5G, the Cloud and the Internet of Things.  Serving customers in over 100 countries, our research scientists and engineers continue to invent and accelerate new technologies that will increasingly transform the way people and things communicate and connect.

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managementul echipelor
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  • Experience as a leader of Service  Operations and associated support functions in a global organization
  • Have deep operations experience in managing Service delivery
  • Experience of Customer service delivery and customer Management
  • Experience in Service Management and service assurance
  • Experience of working in an ITIL model
  • Experience in IOT and enterprise customer delivery

Responsabilitati

Vezi care sunt activitatile specifice acestui job

  • Responsible for Customer and Service Operations activity ensuring end to end customer delivery and quality is delivered to all targets and budget
  • Ensure timely ramp up of delivery capability and associated people, and correct tools and process are in place to manage delivery
  • Manage readiness for live service commencement to time and to cost
  • Manage performance of Customer service delivery  once live
  • Manage performance and escalations where required to ensure delivery targets are met 
  • Ensure capability is available to support network evolution and  customer expansion into new geographies
  • Accountable for all Customer and service delivery activity, including Service and Performance assurance, Change Management problem management.
  • Accountable for Customer service delivery  performance and quality  for a global multi customer operation
  • Ensure partner eco system is managed and 3rd Party SLA’s and obligations achieved
  • Accountable for Managing Billing, revenue and Fraud management processes and customer interactions
  • Responsible for managing customer contact and service request and activations and all other Direct customer interactions
  • Responsible for provision of customer experience insights and analytics  to be used by customers and also to drive service and quality improvement
  • Responsible for Service quality and Service assurance, contractual service delivery, SLA’s and KPI’s for end to end service once live

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Profilul companiei

We are seeking people who believe in our purpose: expanding the human possibilities of technology.

We are focused on two business areas:

- Our four networks business units are leading the change to smart, virtual networks with one seamless service
- Our technologies business unit focuses on advanced R&D to reimagine the way technology blends into everyday life

From Finnish roots, Nokia has evolved to embrace and prepare for every fundamental shift in the way the world communicates and connects. We tap into the power of connectivity by combining network infrastructure, software and services with advanced technologies for smart devices. From the transistor to virtual reality, our people and inventions have transformed how the world connects and communicates.

Our vision is to expand the human possibilities of the connected world. 
We want to create and enable new and extraordinary experiences in people’s lives through technology that meets real human needs.

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