Care Program Manager responsibilities and competencies are :
Manage and deliver to customer / internally Care program or project for a defined scope of deliverables including service on warranty and post-warranty periods.
Project may consist of FN solely and / or cross BG deliverables and portions.
Ensure all project and operational management is in full alignment with Nokia Mode of Operation, guidelines of PM Nokia and PMBOK methodology.
Actively participate in business development, pre-sales and sales stages. During contract draft validation ensure acceptance criteria is clear and measurable, support sales team with explanation on those.
Is the interface with Product managers, repair departments and point of escalation in case upper management involvement is required.
Assure consistency among project financial, product and service (in case required) forecast activities.
Ensure project right profiles engineers to be timely assigned for each ticket by addressing corresponding department managers.
Manage the priorities of the assistant requests and controls timely resolution of technical misconducts in close coordination with the customer.
Determine technical support approach, alternatives and manages the processes of technical support for each product type.
Contribute, validate and be responsible on overall project cost estimations including 3rd parties’ (if applicable) aspects.
Provide risk register, risk mitigation plan, risk management along contract execution.
Ensure proper handover from Sell to Execute and then Execute to Care stages is done and monitor corporate process against it.
Agree with customers on processes and procedures for roll-out (in case of project) and of technical support. Assure Care project management process is initiated and executed, track timely contract execution, control and report deviations.
Implement claim management plan, register, process.
Manage customer relationship during Project / Care period and serve as the primary interface towards the customer in all programme matters related to scope of the contract, including customer complaints, corrective actions, and change requirements.
Participate in customer reporting and negotiations meetings on the contract execution, accept and respond client and / or internal requests, assure decisions to be communicated in the due time and with appropriate means of communications.
Prepare clear and effective communication plan and ensure proactive communication and internal / external reporting of all relevant information to the customer and to related stakeholders including executive summaries.
Monitor and control over contract execution within the approved budget, profitability forecast, inventory of customer spares and planned scope.
Ensure Project / Care to meet all objectives for quality and look continuously for quality improvement and customer satisfaction.
Assist to procurement responsible personnel in defining right scope of purchases, trying to optimize cost, find more efficient solutions.
Actively apply appropriate best practices and lessons learned throughout the lifecycle of the Project / Care. Monitor, control and report on KPIs / SLAs defined in customer contract.
Ensure data in all project-related tools and repositories is kept up-to-date and with defined standards and high quality.
Seek for ways of cost optimization, define new opportunities to expand and renew contracts with the customer in due time.
At the service period end organise signing by parties of documents needed for final invoicing, , fix outstanding items list (if exists) and terms of elimination of those.
Assure contract closure and / or it’s prolongation as required with related lessons learnt.
Obtain and maintain knowledge of FN products portfolio, track changes on those.
Assure obtaining of internal / external professional certifications and accreditations as per corporate requirements and FN settlements.
To be flexible to travel for project needs like meetings / reviews / escalations / surveys etc., as well as for training purposes.
Education : post-secondary technical education (at least Master’s degree)
Knowledge of foreign languages : fluent written and oral English, including telecommunication terminology
Сomputer skills : Word, Excel, Outlook, PowerPoint, MS Project, WebEx, Cisco Jabber, Acrobat Reader, Microsoft Edge, Firefox etc.
Required skills & knowledge :
Technical background in broadband and fixed wireless access;
Good knowledge of IP networks (desirable);
Good knowledge and practical application of PMBOK methodology - PMI certificate availability is a privilege;
Ability to work across boundaries;
Motivational and empowerment skills;
Management for project personnel skills;
Demonstrate ability to build relationships and networks and to work effectively with multiple stakeholders in a changing environment;
Demonstrate oral and written communication skills;
5+ years of proved experience in telecom sphere;
3 or more years in managing customer contracts as Care Program Manager or Project Execution Owner (PM) in a customer facing function;
Experience in technical support management position preferable in an international environment (minimum 2 years managing multiproduct Care deals);
Experience of cross-functional team working and performing effectively in a matrix environment
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