ORCA Project SME

Family Description

Customer Services (CS) covers customer service in different areas such as technical support, account support, operations, maintenance, network design / deployment / integration / transformation, and education. Generates revenue and the increase of customer satisfaction through planning, designing, deploying, integrating, optimising, operating, and maintaining phases.

Subfamily Description

Managed Services (MSE) is responsible for keeping the network running and proposing / conducting network upgrades based on business requirements. Covers technical managing and operating of agreed components of IT and telecommunications services provided to end users of Nokia customers, within contracts agreed with those customers.

• Strong Knowledge on Project Management
• Good Telecon Knowledge
• PMP Certification
• Leadership Skills,
• Team Management Skills,
• Process Optimization
• Customer/Cross functional Stakeholders Management Skills,Service/Quality Mindset ,
• Planning & Strategy
• Project Scheduling

• To Lead the overall Operational Readiness process and manage Third Parties to ensure the integrity and delivery of the process.
• Ensure all operational requirements are identified and captured for the integration of any Network Change into any part of the VHA Network Environment or VHA Network
• Ensure adequate configuration of operational systems in order to support any new or repurposed elements being accepted into operations
• Maintain the risk register across the Objects of Service
• Pro-actively work with VHA or the VHA Third Party delivering the VHA Project

Main Objectives: -

• Track and regularly report on Operational Readiness progress, including a list of Network Changes delivered, items for Operational Acceptance and status of the Operational Readiness deliverables
• Meeting agreed SLA for ORCA 7.5 & ORCA 8.0, Service Desk.
• Ensure the updating as necessary of procedures manuals to reflect the delivered project at handover and all Network Changes

For a single smaller customer, for multiple functions of a medium customer, or for a large scale single function, with in total, small to medium business volume and moderate / medium level complexity and risk probability: Within agreed scope, has overall responsibility to achieve operational targets, and customer contractual agreements including service level targets, continuously improving the efficiency, effectiveness, and quality of own Managed Services (MS) operations.

Leads and manages resources performing several or all aspects of Managed Services operations, handles staff management issues, including resource management, allocation of work and performance management. Monitors the real-time demand of work for the functional team, taking corrective action if there is a risk to, or breach of agreed service levels, including through the re-prioritisation of work and / or engagement of additional temporary resources.

Handles primary operational escalations from customers and local MS project teams, undertaking all resolution management activities defined within MS customer contracts to meet the committed service level agreement targets. May interact with smaller customers at their senior operational management level on escalated performance failures / issues / risks, or on major performance improvement initiatives.

Influences and acts to improve customer perception of Nokia's Managed Services. Liaises, and takes leadership from an MS end-to-end delivery perspective, with counterparts in other MS functions, in other Nokia services groups (EG Field Force, Care), in 3rd party organisations, and / or in the customer's organisation to ensure that operational level agreements are being achieved for own scope, that ongoing co-ordination is facilitated, and overall customer Service Level Agreements (SLAs) are met.

Recommends best practices to improve for MS operations within own function or wider operational environment. May lead small service improvement projects with limited risks and resource requirements.