JOB DESCRIPTION

Nokia is a global leader in the technologies that connect people and things. With state-of-the-art software, hardware and services for any type of network, Nokia is uniquely positioned to help communication service providers, governments, and large enterprises deliver on the promise of 5G, the Cloud and the Internet of Things.
Serving customers in over 100 countries, our research scientists and engineers continue to invent and accelerate new technologies that will increasingly transform the way people and things communicate and connect.
Qualifications

Program Business Manager has end to end accountability for projects* (WBS level 1 / 2) or programs which involve multiple Services Business scopes(Network Implementation, Care, Managed Services, NPO, SI) per the terms of the contract (WBS level 1/ 2) and that have the following attributes:





Project Type: B and lower





SB Project Value /year: 2M





Care Net Sales /year: 5-10M and Care GM/year 5 M





Strategic Impact: Low to Medium





Risk: High or lower





Project Duration: 12 months (unlimited for Care and Operations)





Project Phase: All which are applicable





Operational Impact: Low to Medium











Mission:





Accountable for delivering the entire customer operational and project scope products and services - to the customer within the assigned area of responsibility (one/multiple BL responsibilities or remote services).





Main responsibilities on E2E planning and management of financial and operational performance





o Note: Program Business Manager might need to carry also a Project Delivery Manager role and hence also have operational responsibilities. For details, see Project Delivery Manager job profile





Ensures project/operational management based on PMI principles and in full alignment with Nokia MoM and applicable BL guidelines











(*)Project term will be used cover both project type work as well as Care and Operations type of continuous customer delivery.





Projects a temporary endeavour undertaken to create a unique product, service or result





Care & Operate Programs ongoing operations











Summary of key activities:





Customer Relationship Management





Managing financial and non-financial Performance





Contribution to Service Business/Solution Creation





Project Initiation and Planning





Monitoring & Controlling Project and Execution





Updating the Project Management Plan





Risk and Opportunity Management





Stakeholder Management





Leading the Project Team





Closure and handovers**











Key Performance Indicators:





Customer Loyalty Index





Gross Margin GM





Additional Project KPIs:





Project Asset Rotation Days PARD





Project Cost Adherence PCA





Operational non-financial KPIs





Additional Care and Operations KPIs:





Service Quality (transactional customer satisfaction)





Service Performance (contract fulfillment)





Operational Service Levels (MS)











Key activity descriptions:











Customer Relationship Management





Contributes to long term Customer Relationship strategy





Establishes and maintains good customer relationship by e.g.





o Acting as primary interface towards the customer for activities and issues related to own scope of works





o Ensuring all relevant information is communicated proactively to the customer





o Identify customers complains, bring them forward into CT and respond to customer**





o Regular meeting practices are maintained and agreed actions are reliably followed-up





Engage Customer in Operational Experience Survey (OES)

















Managing financial and non-financial Performance





Driving for continuous efficiency improvement by e.g.





o Project Cost Adherence (PCA) management





o Project Asset Rotation Days (PARD) reduction





o Optimizing Project operational performance (non-financial KPIs, e.g. Project Schedule Adherence)





o Optimizing operational service delivery performance (Service Levels, e.g. Network Availability, MTTR)





o Ensuring efficient claim management





Sales and profitability (revenue, cost, gross margin up selling) responsibility for respective business area





Participate in new tender creation activity ensuring that resources and margins are appropriately planned and executed





Responsible for accurate financial forecasting of the respective services





Develop long and short term financial plan including demand plan, establish service specific objectives and manage reporting.





Control customer invoicing





Fulfil required Care/Project reporting activities including Installed Base (IB) data gathering activities**





Liaise with customer to enable access to Network Elements to allow IB gathering activities**











Contribution to Service Business/Solution Creation





Contributes in identifying and creating business opportunities





Contributes to pre-sales and sales/tendering processes





Contributes to the development of the service business





Drive and ensure the expansion and renewal of Care/Operations Contract











Project Initiation and Planning





Ensures Project Target Agreement** (PTA) process takes place





Validates PTA** contents





Plans Project based on PMI principles and processes (initiate, plan, execute, monitor/control, close) as well as Business Line global guidelines





Leads the customization of global e2e operational processes to project requirements (e.g. network operations processes, supply chain process, logistics processes, acceptance process etc.) and ensures it is aligned with Nokia MoO





Ensures contract management process is initiated and integrated with Project Management processes, operational processes and Nokia Contract Management policies





Forecast and reserve resources according to project scope





Plan service delivery and service delivery models











Monitoring & Controlling Project and Execution





Monitors & controls





o the project targets against the PTA**