Customer Delivery Manager at Nokia Nigeria

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.

We are recruiting to fill the position below:

Job Title: Customer Delivery Manager

Job Identification: 8610
Location: CBC Towers, Olubunmi Owa Street, Lagos
Job Schedule: Full time
Role Type: Individual contributor
Job Category Project Management

How You Will Contribute And What You Will Learn

• CDM is accountable for seamless Customer Delivery (including HW, SW and Services) to the assigned CT/CBT with medium/large business volume and/or medium/high complexity, typically Tier-3 Customer account.
• Executive Customer interface for Nokia Delivery, taking care of overall Customer satisfaction (CPVi/CES), to remove the complexity of 4 networks delivery organizations in Nokia. Improve effectiveness of E2E and multi-BG project governance and avoiding escalations. Increase transparency of delivery performance across Nokia’s offering.
• Delivery accountability with empowerment from BGs in line with contractual commitments and Gate 6 handover. One CDM leads x-BG delivery governance, towards the Customer and internally in Nokia, leveraging existing BG governance practices to ensure efficiency and avoid duplication. Empowered to work across the Nokia organization especially with CO, BGs and BG Delivery managers towards executing Customer deliveries in line with contractual commitments and Gate 6 handover. Accountable for Delivery management in Sell process from Bid/no Bid decision onwards. Accountable for Delivery management in Execute process for the full Project execution. Identifies business opportunities (EG upsell) and coordinates with CO and BGs.
• Responsible for contracted business and aggregated Customer financials. Responsible for CT/CBT contracted business aggregated financials (revenues, sales margin, costs and cash collection of HW, SW and Services), relying on BG DM’s accountability for the business financials in their respective BGs.
• Guiding and securing delivery resourcing. Empowered to steer forecast and performance management work with BG Delivery teams working permanently or on assignment for the projects in his/her Portfolio domain.
• Project feedback and escalation. Provides performance feedback on meeting the commitments made by BGs. Manages and resolves internal and external delivery escalations with the target to reduce their number, in coordination with the relevant BGs. Supports the definition of performance KPIs for projects and delivery, in line with the required deliverables and commitments.
• Accountable for project Adherence to Sell/Execute Processes & Tools.
• Accountable for project portfolio performance and services performance reviews. Leads x-BG delivery parts of review meetings (ORM, BRM), and delivers input for MU/Market level governance. Provides input for Operational Dialogs at account level across Nokia. Chairs x-BG Governance on project execution performance reviews, both externally with the Customer and internally. For project specific governance, One CDMs are expected to regularly align with BG Delivery Managers on project related issues and updates.

Key Skills and Experience
Knowledge & Experience:

• Management Experience / Mastery of a specific professional discipline combining deep knowledge of theory and practice within a function. Expert in more than one area, broad perspective.
• Typically requires 7-10 years extensive relevant experience and/or a graduate / postgraduate equivalent degree.

Impact:

• Impact is primarily short term and and typically functional, departmental or small single geographic in scope through management of resources.
• Accountable for departmenta/program goals, achievement and cost performance.
• Actions and errors will normally impact business, program, project, function.
• Marked contribution to defining the direction for new products, processes, standards or operational plans based upon business strategy. 

Scope & Contribution:

• Individual Contributor: Independently carrying out consulting, specific functional work within a Business Unit/Geography.
• Assumes broad perspective. Resolves unique and highly complex problems within own discipline.
• Effective management of resources and development/implementation of plans and processes. Interprets policies and establishes procedures. Increased awareness and influence of other functions outside of own business area.
• Decision making often repeated in similar manner - able to choose correct solution or modify existing solution. 
• Makes decisions about own and/or project work using known solutions as basis. Managerial/Supervisory: Typically second (occasionally first) level of solid line management.

Innovation:

• Highly independent and self directed. Develops plans, measures effectiveness. Assesses customer relationships and service levels.
• Can develop and implement complex and innovative concepts.
• Problems require searching and selecting. Anticipates problems, seeks opportunities. Models creative and innovative work methods. 

Communication:

• Communicates with parties within and outside of own job function, which may include external customers or vendors depending upon the job function.
• Works to influence others to accept job function’s view/practices and agree/accept new concepts, practices, and approaches.
• Requires influencing others outside of own job area on policies, practices and procedures, e.g. by expressing complex information in an engaging and inspiring manner.
• Requires ability to influence others outside of own job area on policies, practices and procedures. Has cross-cultural knowledge and global mindset.

How to Apply
Interested and qualified candidates should:
Click here to apply

Application Deadline 24th September, 2024.