Job Title: Operations Director Uganda
Organisation: Nokia
Duty Station: Kampala, Uganda
About US:
Nokia Corporation is a Finnish multinational telecommunications, information technology, and consumer electronics company, founded in 1865. The company has operated in various industries over the past 150 years. It was founded as a pulp mill and had long been associated with rubber and cables, but since the 1990s has focused on large-scale telecommunications infrastructure, technology development, and licensing.
Key Duties and Responsibilities:
- Act as the single Service Assurance point of contact for the Customer and for the Central Operations Director. Coordinate with all the Services Assurance Delivery Centers and Field Teams.
- Lead and manage all operational customer meetings.
- Act as the end-to-end owner for incident, service, problem and change management.
- Act as a Certified Outage Technical Manager (COTM) during system outages and high impact issues.
- Drive Customer Satisfaction through the established CSAT survey mechanisms and by providing services that are fully compliant with the SLA/KPI.
- Establish Escalation management according the contractual terms.
- Facilitate critical Service Assurance action/recovery actions in close relationship with all Service Assurance delivery functions.
- Ensure operational readiness across all stakeholders in new project and new technology introduction.
- Represent requirements for project-specific processes & tools.
- Pro-actively support network performance, change management, business opportunity identification as well as in the end-to-end lessons learned process.
- Ensure legal and/or contractual activities to be performed locally are in close cooperation and within the setup of the respective delivery center.
- Foster relationships, build customer trust, manage difficult situations, and negotiate conflicts with a technical focus.
- Create an environment in which customers will be encouraged to take further steps to increase the business with Nokia.
- Perform Scope management against the contractual Terms &Conditions and align with the CT team for commercial negotiation
- Understand SLA/KPI and its impact on Rewards and Penalty and drive improvements with Operations and performance teams.
- Control and own monthly Improvement plans.
- Regularly monitor and add actions in the Improvement plan based on regular governance with GDC, NPO, Field Force, Operational Teams, Domain SMEs and customer Escalations.
- Identify service issues, driving improvements through the delivery organizations in coordination with Central Operations Director and his team.
- Lead the delivery teams in terms of motivation & enhancements for network performance, change management, new business opportunity identification and end-to-end lessons learned.
- Apply the local health & safety policy.
Qualifications, Skills and Experience:
- Minimum BTech in Electronics and Communications or equivalent
- At sixteen years of experience in managing Mobile network with minimum 5 year’s experience in leadership role managing customer.
- At least five years experience in Managed Services.
- Expertise and good experience in optimization role.
- Experience with different managed Service Providers.
How to Apply:
All interested and qualified candidates should apply online at the link below
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