Customer Operations Manager EMTS at Nokia Nigeria

General Purpose
Is reponsible for executing and fulfilling the customer contract.¤ ¤ May be responsible for execution of overall services in the CT across all Business Lines. End to end Project Business management and P&L responsibility, ensures strong customer intimacy.

Main Responsibility Area
 Primary customer interface for contract execution.
 Provides direct line management for the SBMs (when the SBMs are assigned to the COM for more than 12 months)
 Serves as one-stop-shop for the CT head / AM for services with focus on operational performance
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Position Description
 Owns delivery and execution quality, risk and scope management,  and supports pre-sales on small / normal cases, and triggering new opportunities (identify customer business challenges, up-selling, claims for out of scope deliveries, etc.)
 Handles project and service related customer satisfaction;
 Customizes and implements services delivery strategy in the CT according to the SBU and CT strategy / business plans;
 Ensures contract execution performance (KPIs, cost, timelines, revenue recognition, project assets) – i.e., responsible for the project GS P&L
 Coordinates all delivery/execution business in the CT
 Implements unified operational processes (including Service Delivery Management practices)
 Ensures implementation of NSN project management practices to fulfill Customer requirements.
 Owns customer relationship management in the area of services, delivery and performance
 Make certain projects comply with the quality guidelines and requirements of the CT
 Aligns services resources and costs to current (running projects per approved CBLs) and future CT business requirements together with CT and SBU
 Plans/communicates accurate figures for CT LE (Nelle and SAP)
 Identifies/communicates services capability transfer needs to the SR-RMs of SBUs
 Supports the CT for any cash collection issues related services
 Serves as the Delivery project owner in the Tricorn model
 Owns with logistics equipment ordering and supply to meet contract delivery milestones
 Leads within GS  the up sell (e.g., existing project, existing equipment, existing services) and small cases during  execution
 Day to day execution
 Up selling during contract execution (focus on GS) - for cases < ~ € 300K
 PRS accuracy and alignment to project milestones / customer acceptances - ensure accuracy of the financials
 Management of Services Demand Planning process for a clear visibility of resource needs and allocations
 Agreement  with SR on financial target settings, reviews/deviation approvals
 Support of  audits / improvement action plans initiated by SBLs/ SR
 [Support] Owns contract/claim management  together with CTH/AM and ensure visibility in the organization
 Use quality assurance to manage contract KPIs defined for the project
 Coordinates [Support]  logistics and ensure visibility on delivery and cost
 Drive actions and statuses for the projects from the SBL PMs.
 Implement GM turnaround /specific program practices initiated. [not only by SBLs – e.g. CO/GS/etc.]
 Ownership of customer oriented ORMs. COMs are responsible for operational / financials reviews with the SR/Region/CT as needed
 Execute the selection/development of Subcontractors per SBL plans
 Sign off costing at G4/align with SR
 Management of PTA process/changes in alignment with SBLs/SR
 Execution of the PTA handover process with the CT head / sales team