Cloud Domain TPM

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, optimising, operating, and maintaining phases.

Subfamily Description

End-to-End family (E2E) comprises the support of customers across different Business Units/Business Groups as needed, in line with contractual service agreements and internal Nokia stakeholders in pre- and post-sales activities with technical and non-technical topics. Ensures readiness of service delivery and covers the provision of recommendations to product houses on design for serviceability aspects. Contains escalation of key issues to appropriate functions.

* For projects of high complexity, maintains overall ownership for the scope of the solution, throughout its lifecycle: from presales (when involved in that phase) to operations and CARE. This includes: - end-to-end bill of materials and components required for both hardware and software, as well as 3rd party required solutions: products, patches, and interfaces - sizing and expansions required throughout the lifecycle of the project - environment planning inclusive of POC, development, load-test, pre-prod and production environments;

* Working with the other domain owners within the project when part of the pre-sales phase, ensures appropriate phasing and milestones of the project based on component availability, environment availability and overall review of the project plan;

* Using a mix of strong consultative and technical skills, when part of the pre-sales phase, works with Customer Chief Architects team to define customer objectives, gather business and technical requirements, establish credibility for Nokia's solution;

* When part of the pre-sales phase, composes the Market Services elements of SOWs in the overall context of the program, to insure completeness and appropriately well-defined scope, verification of Nokia and 3rd-party product commitments, and communication with key stakeholders as to the architecture and implementation plan;

* When part of the pre-sales phase, supports bid defense activities as the services owner;

* When part of the pre-sales phase, signs off on the bid documents, scope documents, internal LOA and any change requests to those;

* During the delivery planning phase of project delivery, owns the technical plan and works with the Project Manager developing the project plan, including phase definition, entrance and exit criteria, major activities, identification of task interdependencies, and technical project risks and mitigation strategies. Also, determines technical impacts of Change Requests. Adopts a business-oriented approach through all activities, aiming for simplification and financial effectiveness of the solution;

* During the analysis and design phases of project delivery, leads a large team for the development of technical deliverables, including the solution requirements, solution architecture & high-level design, solution integration plan, solution validation strategy, and leads/monitors the overall design activity.;

* During the implementation phase of project delivery, serves as the Project Technical Authority by providing direction to all members of the technical project team. Provides technical leadership for troubleshooting and debugging highly complex interoperability issues, oversees testing activity, and engages as required all technical resources (people & tools) available to the program to resolve issues. Escalation point for technical problems that arise during implementation;

* Throughout project delivery, builds a professional and trustful relationship with the customer CTO/Chief Architects team - seeking to become a "trusted advisor", continuously baselining technical decisions and the reasons for them with the customer; For handover to operations and CARE, owns the handover plan, from a technical perspective to the operations and care teams, whether Nokia internal or external. This includes: - planning the handover to the Ops and CARE teams, - supporting due diligence as required by the receiving parties prior to handover, - obtaining sign-off as part of final acceptance for the release of the project team

Impact

Impact is primarily short term and and typically functional, departmental or small single geographic in scope through management of resources. Accountable for departmenta/program goals, achievement and cost performance. Actions and errors will normally impact business, program, project, function. Marked contribution to defining the direction for new products, processes, standards or operational plans based upon business strategy.

Scope & Contribution

Individual Contributor: Independently carrying out consulting, specific functional work within a Business Unit/Geography. Assumes broad perspective. Resolves unique and highly complex problems within own discipline. Makes decisions about own and/or project work using known solutions as basis. Managerial/Supervisory: Typically second (occasionally first) level of solid line management. Effective management of resources and development/implementation of plans and processes. Interprets policies and establishes procedures. Increased awareness and influence of other functions outside of own business area. Decision making often repeated in similar manner - able to choose correct solution or modify existing solution.

Innovation

Highly independent and self directed. Develops plans, measures effectiveness. Assesses customer relationships and service levels. Can develop and implement complex and innovative concepts. Problems require searching and selecting. Anticipates problems, seeks opportunities. Models creative and innovative work methods.

Communication

Communicates with parties within and outside of own job function, which may include external customers or vendors depending upon the job function.Requires ability to influence others outside of own job area on policies, practices and procedures. Has cross-cultural knowledge and global mindset. Works to influence others to accept job function's view/practices and agree/accept new concepts, practices, and approaches. Requires influencing others outside of own job area on policies, practices and procedures, e.g. by expressing complex information in an engaging and inspiring manner.

Knowledge & Experience

Management Experience / Mastery of a specific professional discipline combining deep knowledge of theory and practice within a function. Expert in more than one area, broad perspective. Typically requires 7-10 years extensive relevant experience and/or a graduate / postgraduate equivalent degree.

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