Change Manager

Family Description

Customer Services (CS) covers customer service in different areas such as technical support, account support, operations, maintenance, network design / deployment / integration / transformation, and education. Generates revenue and the increase of customer satisfaction through planning, designing, deploying, integrating, optimizing, operating, and maintaining phases.

Subfamily Description

Managed Services (MSE) is responsible for keeping the network running and proposing / conducting network upgrades based on business requirements. Covers technical managing and operating of agreed components of IT and telecommunications services provided to end users of Nokia customers, within contracts agreed with those customers.

Impact

Impact is short-term and departmental / project in scope. Accountable for quality, accuracy and efficiency. Actions and errors can have functional area impact.

Scope & Contribution

Individual Contributor : Variety of complex tasks within area of responsibility, Demonstrates initiative & contributes to problem solving. Acts with independence and discretion in routine matters. Makes decisions that affect own work. Managerial / Supervisory : May act as Team Leader or Project Leader with some direct supervisory responsibilities in addition to own work assignments. Variety of complex tasks within area of responsibility. Acts with independence and discretion in routine matters. Makes decisions that affect own work.

Innovation

Performs routine activites to meet departmental / project objectives. Requires moderate supervision. Applies commonly recognised concepts within their field of expertise. Shares knowledge with less experienced peers or have high collegial interaction. Raises innovative ideas. Demonstrates adaptability to changing business environments. Is willing to take on new roles or jobs appropriate to skill set in different environments and / or locations.

Communication

Works to influence others to accept job functions view / practices and agree / accept new concepts, practices, and approaches. May conduct briefings with senior leaders within the job function. May at times be required to negotiate regarding operational issues. Has cross-cultural knowledge and global mindset

Knowledge & Experience

• Working knowledge of Incident / Problem / Change Management frameworks such as ITIL v3 Strong influencing and relationship management skills
• Excellent ability to manage multiple high priority efforts / competing priorities and flexibility to adjust to changing requirements, schedules and priorities
• Self-driven and resourceful to achieve goals independently as well as work well in groups
• Minimum 2 years of experience in technology service management position or a comparable discipline within the mobile technology space
• Experience in managing vendors and suppliers, outsourcing contracts, KPIs and SLAs
• Ability to relate to technology and have fast adoption skills
• Ability to translate customer requirement into meaningful business opportunities
• Global management experience is a plus
• Strong experience with IT service desk, networks, infrastructure & operations
• Breadth and depth in telecommunications networks both from a technology and services perspective
• Good to excellent command of English

Key Tasks - Change Manager :

Objectives / Measurements :

Skills Required

Change Manager, Itil V3, It Service Desk