Care Program Manager

The Care Project Manager (CaPM) ensures specific entitlement and acts so that maintenance business services are conducted in an efficient, accurate, cost-effective, timely, and customer-friendly manner. Maintenance business services and delivery are dependent on the work of many areas and teams. The CaPM will work closely with management of the different functional areas to ensure that all aspects of the deliverables, which enable maintenance services, are provided in a cohesive and seamless manner.

• Monthly/Weekly care reviews with Bharti management (Mostly In-person)
• Operations Governance with Customer/Bharti Operations and NOC ( Mostly In-Person). SPOC between external customer management and internal organizations for Maintenance Contracts
• Pro-Active reporting to customer on Risks and improvement initiatives. Review service contract details for accuracy. Contract and Financial Management
• Working with Customer & Pre Sales internal teams on AMC data reconciliation. Management of the Customer Contracted Maintenance commitments. Delivery of Maintenance service as per the contract
• Review and maintain the integrity of service contract data in Salesforce/CARES and other corporate tools as appropriate. Track Contract Renewals and any up-scope opportunities. Support CT and Customer on claims and any billing disputes with the customer with regard to maintenance contract. Third party commercial contract management
• Financial Management - P&L of maintenance Contracts with focus on improving the Margins. Functional Interface which CaPM will work closely with Project Management, Customer Engineering, Quality, Welcome Centers, Repair & Exchange Services, Technical Support Services etc.
• Sales, Tendering / B&P for contract renewal & Regional Product Attached Services Competence Centers. Local Project Management Office ( Cluster PMO)/ General Project Management. Product Groups (IP/Optics/FN as applicable to drive the closure of quality and customer satisfaction issues.

You Have:

• Telecom industry related experience is required, must have minimum 15 years of experience including project or care program management responsibility. Candidate holds an Engineering Degree or equivalent.
• Well-versed in project management structure, techniques and discipline according to the Nokia project Management certification strategy.
• Knowledgeable on services portfolio, policies, and procedures related to maintenance business services
• Excellent interpersonal and negotiating skills. Familiarity with financial concepts, management, and controls. Ability to work in diverse teams and on different levels
• Strong cross-organizational leadership skills for driving resolution of complex customer issues.
• Skills to prepare an effective and proactive communications plan for all relevant AMC information as well as oral/written communications skills and presentation abilities.

It would be nice if you also had:

• Good communication skill to manage stakeholders. Ability of managing the customer relationship. English proficiency (written and oral)
• Technical product knowledge in NI (IP/Optics/FN) is a plus.
• PMP Certification is a plus.
• Suggests improvements and seeks opportunities for innovation.
• Requires minimum supervision.

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