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, optimising, operating, and maintaining phases.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.
- Strong Telecom Knowledge with Mobile and Fixed Network
- ITIL Certified / Knowledge
- PMP Certification
- Strong Leadership + Management Skills
- People Management Skills,
- Conflict Management
- Time Management
- Service / Quality Mindset,
- Analytical skills,
- Operations Management Skills
- Customer / Cross functional Stakeholders Management Skills,
- Excellent Communication and interpersonal Skills
Responsibilities
Flawless execution of TPG MS OperationTransition and Transformation Drive to optimize the Opex and efficiency savingsContinuous improvement / Six Sigma / Lean initiativesWeekly / Monthly / Quarterly governance with Region & CustomerTo improve the NPS / CTS score year on year for VHATo derive the additional scopes / new business to GDC from Region and CustomerBuilt the strong relationship with Customer and Region for better and smooth communication.Strong end to end governance of VHA MS Operation and its service deliveriesGoverning Incident / Crisis / Optus JV incident management closely for VHA Operations.Delivery owner for ITIL Service processEnd to end SLA Owner for Service management layerPeople, Tools, competency and process governance for service managementEnd to end TPG Communication and escalation management for TPG MSWeekly / Monthly / Quarterly Customer and Region governance & Continuous improvement initiativesManagement of All Customer visits and Nokia Executive visits.Ownership and Execution of Transition and few transformation programs.To ensure Quality & Six sigma approach on all the Service delivery to Customer.To support GDC Management on BCP development and execution, CCMT management.Promoting GDC capabilities to Region and Customer to reap the new scope / additional projects.Acting as Second Level Escalation Contact for Region, Third party and Customer management.To work Closely with Customer management, Region management and GDC management on daily basis.Main Objectives : -
To meet 100% SLA / KPI TargetsNew Business additionsNew Projects integration to BAU OperationsIncorporating the continuous improvement approach and bring the team to high performance team.Preparing the Business case and coordination with Onshore / RCM teamsAutomation / Digital Transformation DriveExperience : 14yrs to 16yrs
Skills Required
Delivery, People Management, Delivery Manager, Leadership
