Operations Manager

Job Description

As the Operational Director for our Managed Services contract, you will play a pivotal role in ensuring the successful execution and delivery of contractual Service Assurance SLAs and KPIs. You will lead a diverse team across multiple delivery centers, building strong internal and external relationships to enhance service coordination and customer satisfaction. This role is integral to our mission of providing exceptional network and service availability, driving continuous improvement, and fostering a collaborative environment. You’ll thrive in a dynamic, multicultural setting that encourages innovation and adaptability, where your leadership and strategic thinking will pave the way for operational excellence. Join us and be part of a forward-thinking team committed to pushing the boundaries of telecommunications service delivery while ensuring a positive impact for our customers.

How You Will Contribute And What You Will Learn

• Serve as the primary point of contact for the Customer regarding Service Assurance, ensuring contractual SLA/KPI compliance.
• Coordinate across multiple Service Assurance Delivery Centres, maintaining operational consistency and excellence.
• Lead operational customer meetings, translating SLA/KPIs into actionable Operational Level Agreements.
• Drive customer satisfaction through proactive engagement and survey mechanisms while managing incidents, services, and change processes.
• Foster relationships with stakeholders to build trust, manage conflicts, and facilitate service recovery actions effectively.
• Oversee operational readiness for new projects and technology introductions, ensuring alignment with strategic initiatives.
• Evaluate operational and commercial risks, developing mitigation strategies in collaboration with key stakeholders.
• Champion service improvement initiatives, collaborating with internal departments to enhance service delivery and performance metrics.
  
  

Key Skills And Experience

You have:

• Minimum five years of experience as Operations Director in telecommunications managed services
• Leadership skills to break boundaries, mobilize teams, and create a compelling future
• Expertise in Incident, Change, Problem, and Performance Management (ITIL)
• Strong analytical skills with advanced Excel proficiency
• Experience as Operations Director in wireless Networks: 4G & 5G and 3GPP core network architectures
  
  

It would be nice if you also had:

• Experience in managing multi-site environments, including on and off-shore delivery center
• Recognition for performance in Managed Services projects from customers or internal stakeholders
• Experience in presales activities within the Managed Services sector.
• Experience in management of large teams.
  
  

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, well-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
• Workplace Pride Global Benchmark
  
  

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.

About The Team

In Mobile Networks , our ambition is to become the trusted partner of choice for Communications Service Providers (CSPs), as well as for non-CSP entities in sectors like utilities, transportation, public services, and defense. We strive to deliver unbeatable customer experiences in wireless connectivity.