Account Manager

CCS is responsible for Managed Services delivery for Nokia. GDC is the Global Delivery organization within CCS responsible for remote delivery of managed services across the globe.

Key interfaces:

1. CDM/ ODs of all key projects within Market.
2. Operations Heads of key customers in market for all GDC delivery related topics.
3. Sub Stream Heads of MAS, MPS and MSS streams in GDC.
4. Service Practice team for deploying of automation use cases in Market.
5. Business Operations GDC team for governance.

Skills and experience

• In depth understanding of Telecom Network Assurance and Performance.
• Experience of running large Telecom Network Assurance at a regional stage
• Executive presence with visiting CXOs/ Senior Management.
• Ability to drive SLA adherence, improvement and governance of actions.
• Co-relate various inputs from other customer deliveries and apply them for improvements/ converting into new business opportunities.
• Openness & Attitude for adapting to continuous change.
• Service Delivery Management competences

Key Performance Indicators:

• Project Delivery Target adherence (CBL) for remote delivery scope.
• Cost Baseline Adherence
• Customer Loyalty Index (related to remote delivery scope)
• Employees Engagement Index (assigned resources)
• Operational non-financial KPIs

Knowledge & Experience

• Typically requires 20+ years of extensive relevant experience and a graduate / postgraduate engineering/equivalent degree.

Primary responsibilities:

• Accountable for remote delivery execution & performance with respect to financial and operational (non-financial) KPIs (e.g. cost, timelines, customer satisfaction, SLAs & KPIs).
• Own the GDC relationship and brand towards the region and customers, manage delivery related escalations
• Operations performance evaluation and regular governance/ updates with CDM/ GSDM.
• Responsible for E2E planning, reporting and management of financial and operational performance of the remote delivery scope/services.
• Responsible for resource demand planning, providing demand from markets to stream including forecast of projects and triggering resource planning and readiness. Resource competence development for directly mapped resources/engagements.
• Interwork with the MAS/MPS/MSS streams organizations on delivery governance, improvements, transformation, resource demand, allocation/de-allocation and competence development.
• Contribute to GDC MoO, Governance and interlock requirements
• Support solutioning during pre-sales engagement and ensure alignment ok all stakeholders.
• Cultivating new business opportunities in close co-ordination with pre-sales and market
• Closely work with Services Practice teams for identification, defining and deployment of automation use cases.
• Works closely with the Business Operations team to address IT & Infra requirements, quality matrices and scoping services cost for New Business/ Additional Scope
• Drives service transformation and operational excellence within the remote delivery, towards process reengineering, new tool onboarding, to achieve highest cost efficiency and Transformation targets.
• Accountable for Customer Experience Satisfaction, support Customer satisfaction surveys
• Responsible for Attrition management and retention strategiesfor both directly and indirectly mapped resources.

Summary of key activities:

• Process adherence (& Improvement ideas)
• Change management
• Cost and performance management
• Relationship & EngagementManagement
• Managing Financial and Operational (non-financial) Performance
• Automation Inputs and requirements
• Risk Management
• Stakeholder Management
• Operational governance with GSDM/CDM/OD & MAS/MPS/MSS streams
• Customer SLA / KPI fulfilment
• Quality Management