Nokia Customer Operations Launch lead

Location: Europe

Date: 16-Oct-2017

Salary: TBC

Reference: IPC104

Job Title:

Nokia WING, Customer Operations Launch Lead


UK, Fleet  

Overview / Purpose of the Role:

Lead overall Plan and Launch of Customer and Service Operations also support subsequent new service delivery readiness, Customer integrations, and geographic expansions.

Accountable for end to end Customer and Service Operations delivery capability ramp up and service delivery readiness for a multi country global network deployment for an IoT Connectivity Enablement Managed Service, ensuring successful launch of new service delivery and ongoing Service delivery and performance

Leading all planning and ramp up activity across a full partner eco system for IoT connectivity enablement as a service  offering   across a global footprint serving multiple customers

Being a leading member of the program team, supporting other functions to ensure service Launch to required timeframe

Key Responsibilities:

  • Working with other program leaders, building strategy, and project plan for Customer and Service Delivery operations ramp up and delivery readiness
  • Establishing capability to deliver  Billing, Revenue,  &Fraud Management, Customer Contact Management, Service Requests Management and fulfilment, Service assurance and  performance capabilities, Customer Experience and Analytics
  • Manage deployment and ramp up of delivery capability and associated people process and tools across multiple global locations
  • Manage live service commencement to time and to cost
  • Ensure processes and tools are in place to manage Customer Experience and service levels once live
  • Accountable for all Customer and Service Support activity ramp up and working closely with program leaders in build and deployment phase.
  • Ensure partner eco system and 3rd Party SLA’s are in place and management processes and governance are developed and agreed  
  • Responsible for Service and Customer  delivery quality, contractual service delivery, SLA’s and KPI’s  on launch

Experience Required

  • Experience in managing successful transfer to operations and ramp up of service delivery activities across multiple sites for a global network
  • Experience as a leader of Service delivery operations and support functions in a global organization
  • Experience and expertise in setting up and launching Customer Operations for IoT Service
  • Deep experience and expertise  in managing service and customers across  a global  network, especially in the context of  IoT
  • Experience in IOT  service provision and delivery for multiple customers

Educational Requirement:

  • Educated to degree level or equivalent in a relevant discipline, backed by industry experience in the required discipline 

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