Service Level Manager

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. 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 Telecom Knowledge
• Negotiation Techniques & Skills
• Conflict Management Skillset
• Leadership Skills,
• Team Management Skills,
• Service Level Agreement Management Skills,
• Operations Management Skills,
• Customer/Cross functional Stakeholders Management Skills,
• Service/Quality Mindset,
• Analytical skills.

Exp: 14yrs to 16yrs

• Driving SLA Operations on focused with Contractual agreement and as per agreed OLA/SLA.
• Continual improvement of the reporting & ratification process.
• Transparency & visibility of service level performance to the NOKIA Management/Leadership team
• Manages to run the weekly and monthly governance meeting with onshore and customer.
• Drive to achieve Points on all agreed KPI Targets.
• End to end Delivery of the SQI dashboard implementation
• Executing the Service improvement program in MS Operations
• Management of All Customer visits and Nokia Executive visits.
• Ownership and Execution of Transition and few transformation programs.
• Ownership and Execution of Transition and few transformation programs.

Main Objectives:-

• Service Level Reports are reviewed for accuracy & completeness.
• Providing feedback to NOKIA Service Level Owners and Management about the Performance of Service Levels.
• Highlighting poor trending KPIs to the NOKIA Management / Leadership Team for heightened awareness.
• Conduct Internal SLA Performance meetings and get agreement from NOKIA Stake holders for raising SLA Exemption Request and Dispute Note.
• Ensure to deliver 100% on Monthly SLA Report, SLA Breach Report, Dispute Note and MOM.
• Implementing the Service improvement programs
• Preparing Business case and coordinating with Region/RCM for demand vs Resource Supply chain.
• New project addition and related discussion.