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Program Business Manager

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POST DATE 3/21/2017
END DATE 6/21/2017

Nokia Siemens Networks Saint Louis, MO

Saint Louis, MO
AJE Ref #
Job Classification
Full Time
Job Type
Company Ref #
17000002LY_Saint Louis
Entry Level (0 - 2 years)


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.

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


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**


Nokia invests in technologies important in a world where billions of devices are connected.

Through Networks, Nokia is the world's specialist in mobile broadband. From the first ever call on GSM, to the first call on LTE, we operate at the forefront of each generation of mobile technology. Our global experts invent the new capabilities our customers need in their networks. We provide the world's most efficient mobile networks, the intelligence to maximize the value of those networks, and the services to make it all work seamlessly.

Our vision is to expand the human possibilities of the connected world. Through our technology, we help create and enable new opportunities, new experiences and help people to thrive. We are excited to invite you to join us to shape the new revolution in connectivity.

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