Program Business Manager
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POST DATE 3/21/2017
END DATE 6/21/2017
Nokia Siemens Networks
Saint Louis, MO
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**