Service Product Manager - CAO / Care Amadora

Service Product Manager - CAO / Care
Amadora
Amadora, Lisboa, Portugal

Global CARE Services Product Manager

Develop and implement a strategic CARE Services Portfolio System and implementation plan for Nokia CARE services and service packages. Continuously align CARE Service Packages with Nokia Strategy for Private Wireless and Beyond, making extensive use of Automation, Digitalization and Zero Touch Service Packages.

HOW YOU WILL CONTRIBUTE AND WHAT YOU WILL LEARN

• Collaborate with Portfolio Management for ECE to develop, maintain, and implement the service management strategy and implementation plan.

• Develop, maintain, and implement service management and delivery policies, procedures, and standards.

• Introduce new service delivery methods and practices and assist relevant stakeholders in their adoption.

• Structure Nokia service portfolio management and develop a requirements management process or a system to keep track of new, urgent, critical, and innovative services for the portfolio.

• Develop and maintain Nokia CARE Services Catalog.

• Monitor and optimize NOKIA Care Services existing Service Portfolio and Service Catalog in terms of consumption, quality, availability, and profitability. Ensure that the services are meeting business expectations.

• Maintain
-
- date information about Nokia CARE Service Portfolio and services.

• Establish a reporting process for stakeholders. Prepare reports on service consumption, new and important service requirements, service and portfolio performance, service popularity and customer feedback and satisfaction.

• Set up governance processes and roadmap management to determine what does the upcoming set of Services release look like for the next 6 months.

• Monitor, manage, and maintain the CARE Services pipeline of demand, resources, projects and enhancements to ensure effective tracking and delivery within all financial measures and portfolio constraints.

• Keep track of
- value services and provide recommendations / an action plan for the retirement of services.

• Contribute to the development of services and set up lifecycle management for services in Nokia CARE services portfolio.

• Analyze the Intellectual Property landscape for competitors in the industry for CARE Services.

• Lead and optimize the customer journey and experience for NOKIA Care Services.

• Prepare and communicate CARE Services portfolio developments, changes and strategy to service partners, clients, customers, and other stakeholders.

• Remain
-
- date with the current and emerging industry trends and best practices.

• Update and coordinate, in collaboration with Head of ECE MPS CARE, service portfolio planning, status, performance, prioritization, funding, and approval.

KEY SKILLS AND EXPERIENCE

Impact

Impact is primarily short term and typically functional, departmental or small single geographic in scope through management of resources. Accountable for departmental/program goals, achievement and cost performance. Actions and errors will normally impact business, program, project, function. Marked contribution to defining the direction for new products, processes, standards or operational plans based upon business strategy.

Scope & Contribution

Individual Contributor: Independently carrying out consulting, specific functional work within a Business Unit/Geography. Assumes broad perspective. Resolves unique and highly complex problems within own discipline. Makes decisions about own and/or project work using known solutions as basis. Managerial/Supervisory: Typically second (occasionally first) level of solid line management. Effective management of resources and development/implementation of plans and processes. Interprets policies and establishes procedures. Increased awareness and influence of other functions outside of own business area. Decision making often repeated in similar manner - able to choose correct solution or modify existing solution.

Innovation

Highly independent and
- directed. Develops plans, measures effectiveness. Assesses customer relationships and service levels. Can develop and implement complex and innovative concepts. Problems require searching and selecting. Anticipates problems, seeks opportunities. Models creative and innovative work methods.

Communication

Communicates with parties within and outside of own job function, which may include external customers or vendors depending upon the job function. Requires ability to influence others outside of own job area on policies, practices and procedures. Has
- cultural knowledge and global mindset. Works to influence others to accept job function’s view/practices and agree/accept new concepts, practices, and approaches. Requires influencing others outside of own job area on policies, practices and procedures, e. g. by expressing complex information in an engaging and inspiring manner.

Knowledge & Experience

CARE experience of 7-10 years / Management Experience / Mastery of a specific professional discipline combining deep knowledge of theory and practice within a function. Expert in more than one area, broad perspective. Typically requires 7-10 years extensive relevant experience and/or a graduate/postgraduate equivalent degree / English.

About Us

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,
- 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

At Nokia, we act inclusively and respect the uniqueness of people. Nokia’s employment decisions are made regardless of race, color, national or ethnic origin, religion, gender, sexual orientation, gender identity or expression, age, marital status, disability, protected veteran status or other characteristics protected by law. We are committed to a culture of inclusion built upon our core value of respect.

Join us and be part of a company where you will feel included and empowered to succeed.

Job Info

• Job Category: Customer Services