Head of Global Customer Care

Note: The JG of the role can vary from 12 to 13

Job Description:

The objective of this role is to lead Care activities in S&C in close collaboration with Market care and Domain care leaders. The role will report into the Global Head of Market Services in S&C Org. and is part of the Mkt Services Global leadership team. The role will however work closely and interlock with Market Care leads , Domain Care leads , Critical incident teams in CEM , Care Portfolio Management in P&E and Customer Success in GBC to jointly define and implement optimal blueprint, define roles, implement and/or evolve (aligned with Care portfolio) Care support delivery strategy and processes with focus on SW Lifecycle Management, Case handling, Care Management, and OEM / 3rd Party Management.

Key areas of engagement:

Business and Financials

• Improve the way we forecast , optimise and report our Care costs , in close collaboration with Cost and progress managers and Market Finance teams ,
• Engage with Customer Success Team teams to implement Care renewals, Cost signoffs, Sales to Care processes and track adherence. Support customer success teams in GBC in future care pricing models .
• Review current Delivery to care handover and implement a Care assurance process working with the Delivery assurance units
• Drive OEM/Third-party management closely with Procurement, Customer Success teams and across Markets

Lifecycle mgmt

• Improve overall SUS process from demand creation, upgrade planning , execution and support minimising customer impact including tools and process .
• Pilot and deploy in service upgrades ISSUs as test bed , lessons learn and feedback loop.
• Evaluate current C10, Life extender and CR24 process and relevant SLA's in close collaboration with PLM and Customer success

Case handling

• Review current case handling and Incident management process with Critical incident mgmt and Domain Care.
• Improve customer technical and management communications and leadership during outages, improving the 4Rs - response, Resolution, Recovery and RCA
• Managing , publishing and deployment of technical bulletins and technical release notes towards our customers thru the CEM and Market teams .

KPIs , Competencies and process /tools (Joint responsibility with Delivery Excellence )

• Review and improve process and tools across Customer Management, Operation Management, Business Management
• Design and monitor Care KPIs across customers and internal units in close collaboration with Delivery Excellence
• Design and maintain competencies for care roles across units in close Collaboration with Delivery excellence and L&T

Care delivery mgmt - Main point of coordination between market care towards domains

• Accountable for Care support process adherence and manage e2e ticket life cycle. Monitor case handling KPIs and push for improvement actions when applicable
• Escalation contact for any Pre-Care, Care, SUS deliverable issues which require management attention and work closely with DDU. Highlight customer priorities to DDU and drive actions to ensure fulfilment of the Care contracts SLA's including the Critical incidents.
• Follow Demand & Forecast planning accuracy and fulfilment (SW life cycle management & Expert Care Services)

Care Community - Set up and govern market care and domain care communities on areas of improvement and collaboration to transform care.

Your skills and experience

• High degree of independence with an ability to influence business strategy, direction and opportunities for growth and innovation.
• An ability to extensively analyze complex multi-dimensional issues and significantly improve, change, or adapt existing methods.
• A change agent, one who can quickly identify the need for change, adapts swiftly and is an effective leader of change.
• Extensive background, > 15 years of extensive experience in Services delivery and Care leadership with an industry knowledge of project management disciplines.
• Graduate and/or post graduate degree in Business Management, Computer Sciences, or other relevant field of study.
• Broad management experience across several functional areas or businesses. Creative thinking skills that can meet and evolve the needs of the business.
• Operates at the senior level of the business effectively with a global mindset and in many different environments.
• Proven ability to lead global, multi-cultural and multifunctional teams with hyper focus on operational excellence and agility.
• Track record and strength in - Business performance reporting and analysis, operational excellence, business insight, interpersonal savvy, drives vision and purpose, cultivates innovation and change.
  

Come create the technology that helps the world act together

Nokia is committed to innovation and technology leadership across mobile, fixed and cloud networks. Your career here will have a positive impact on people's lives and will help us build the capabilities needed for a more productive, sustainable, and inclusive world.
We challenge ourselves to create an inclusive way of working where we are open to new ideas, empowered to take risks and fearless to bring our authentic selves to work

What we offer

Nokia offers continuous learning opportunities, well-being programs to support you mentally and physically, opportunities to join and get supported by employee resource groups, mentoring programs and highly diverse teams with an inclusive culture where people thrive and are empowered.

Nokia is committed to inclusion and is an equal opportunity employer

Nokia has received the following recognitions for its commitment to inclusion & equality:

• One of the World's Most Ethical Companies by Ethisphere
• Gender-Equality Index by Bloomberg
• Workplace Pride Global Benchmark