€40k – €55K
AVA Service Owner Lisbon, Portugal
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. Nokia is undertaking a large-scale service analytics and big data platform initiative called ‘Nokia AVA’ and serving thousands to tens of thousands of internal and external users. This platform will enable Nokia and its customers to build the next generation of services for telecommunications and beyond, including transport, connected health and broader IOT. You will be joining a very dynamic and growing team of talented individuals, setting up state-of-the-art solutions for outstanding customer experience.
Role description: ? The AVA service management function is accountable for defining and managing the platform services in key areas such as cloud computing, Big data, Analytics, BI and Visualization, AI and ML, Service brokerage, other. ? You will be joining a very dynamic and growing team of talented individuals, setting up state-of-the-art solutions for outstanding customer experience. ? This role is essential in spanning the entire service lifecycle from Service Strategy through Service Design, Transition to Service Operation and Continual Improvement of a particular service (s) in AVA ? Maintains customer relationships and is responsible for identifying service requirements, works with existing AVA teams to design the right services for supporting AVA customer business outcomes and defining SLA´s as well as the financial feasibility of those services. ? Single point of accountability in front of the internal customer for all aspects of a dedicated service; responsible to the customer for the initiation, transition and ongoing maintenance and support of a particular service(s), accountable for the performance of that dedicated service (including financial performance).
Service Owner Responsibilities and Duties:
? Validates customer satisfaction against service delivery ? Monitors and Handles Customer Complaints ? Oversees service lifecycle from design to delivery ? Provides inputs to portfolio manager regarding the services ? Works with Product owners & operation roles from design to delivery of services ? Conducts and maintains a customer relationship ? Operates at scale and provides the connection between multidisciplinary business areas and stakeholders ? Makes sure the necessary business processes are followed and participate in the governance of the service, including acting as a point of escalation for the delivery teams ? Communicates the benefits and performance of their service ? Ultimately responsible for the successful operation and continuous improvement of the service
© Nokia Solutions and Networks 2018
Service Owner Qualifications and Skills:
Like spanning the ownership across the entire service lifecycle, service owner responsibility is also across multiple “service functions” in AVA, being project management, architecture, engineering, development, testing, deployment and service delivery functions. Playing this silo-breaking role, the service owner must come up with the right criteria to pick the right service offerings suiting the business and customer needs. Aligning internal business requirements with the emerging, external cloud market is the service owner’s strategic responsibility.
? Industry knowledge – general understanding of the Telecom industry and how business is done ? Minimum ten years in managing IT services through ITSM and/or other frameworks within large corporations ? Strong understanding of ITIL framework and good awareness of Agile and DevOps methodologies ? Strong understanding of key service areas ? Cloud computing, Big data, Analytics, BI and Visualization, AI and ML, Service brokerage. ? Knowledge of all components of an enterprise IT architecture ? Experience of business case development and budgeting ? Ability to successfully manage executive relationships ? String interpersonal and communication skills ? Solid business understanding and analytical ability ? Good command of the English language in conversation and in writing Qualifications:
? BS or MS degree in a related field, or equivalent experience ? 10+ years’ experience ? ITIL, Project Management certifications desired
? Business orientation and good understanding of Nokia organization and processes ? Previous experience in Automation, IT or Business Development is a distinct advantage. ? Ability to drive and guide service projects, strong negotiation skills ? Sound methodical skills with attention to detail and process requirements. ? Ability to lead without formal power and line authority. ? Excellent presentation, networking and communication skills (especially in a multicultural environment). ? High energy, initiative, enthusiasm and persistence. 1-2 additional languages are favourable.