Head of Global Customer Care

Join us in creating the technology that helps the world act together

We are a B2B technology innovation leader pioneering the future where networks meet cloud. At Nokia you will have a positive impact on people’s lives and help build the capabilities needed for a more productive, sustainable, and accessible world. 
Be part of a culture built on an inclusive way of working where we are open to your ideas, you are empowered to take risks and are encouraged to be fearless in bringing your authentic self to work.  

The team you'll be part of

The CNS Services & Care business unit is responsible for timely, world-class solution delivery and quality deployments, alongside excellence in customer/maintenance support services. We work in deep collaboration with the Global Business Center to achieve and exceed CNS revenue, sales margin and operating profit targets.

The objective of this role is to lead Care activities in S&C in close collaboration with Market care and Domain care leaders.  The role will report into the Global Head of Market Services in S&C Org. and is part of the Mkt Services Global leadership team. The role will however work closely  and interlock with Market Care leads , Domain Care leads , Critical incident teams in CEM , Care Portfolio Management in P&E and Customer Success  in GBC  to jointly define and implement optimal blueprint, define roles, implement and/or evolve (aligned with Care portfolio) Care support delivery strategy and processes with focus on SW Lifecycle Management, Case handling, Care Management, and OEM / 3rd Party Management. 

 Note: The JG of the role can vary from 12 to 13

 Key areas of engagement: 

 Business and Financials 

• Improve the way we forecast , optimise and report our Care costs , in close collaboration with Cost and progress managers and Market Finance teams , 
• Engage with Customer Success Team teams to implement Care renewals, Cost signoffs, Sales to Care processes and track adherence. Support customer success teams in GBC in future care pricing models . 
• Review current Delivery to care handover and implement a Care assurance process working with the Delivery assurance units 
• Drive OEM/Third-party management closely with Procurement, Customer Success teams and across Markets 

 Lifecycle mgmt 

• Improve overall SUS process from demand creation, upgrade planning , execution and support minimising customer impact including tools and process . 
• Pilot and deploy in service upgrades ISSUs as test bed , lessons learn and feedback loop.  
• Evaluate current C10, Life extender and CR24 process and relevant SLA’s in close collaboration with PLM and Customer success 

 Case handling 

• Review current case handling and  Incident management process with Critical incident mgmt and Domain Care.  
• Improve customer technical and management communications and leadership  during outages, improving the 4Rs – response, Resolution, Recovery  and RCA 
• Managing , publishing and deployment of technical bulletins and technical release notes towards our customers thru the CEM and Market teams .  

KPIs , Competencies and process /tools (Joint responsibility with Delivery Excellence ) 

• Review and improve process and tools across Customer Management, Operation Management, Business Management 
• Design and monitor Care KPIs across customers and internal units in close collaboration with Delivery Excellence  
• Design and maintain competencies for care roles across units in close Collaboration with Delivery excellence and L&T 
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Care delivery mgmt - Main point of coordination between market care towards domains 

• Accountable for  Care support process adherence and manage e2e ticket life cycle. Monitor case handling KPIs and push for improvement actions when applicable
• Escalation contact for any Pre-Care, Care, SUS deliverable issues which require management attention and work closely with DDU. Highlight customer priorities to DDU and drive actions to ensure fulfilment of the Care contracts SLA’s including the Critical incidents.
• Follow Demand & Forecast planning accuracy and fulfilment (SW life cycle management & Expert Care Services)

Care Community - Set up and govern market care and domain care communities  on areas of improvement and collaboration to transform care.  

 Your skills and experience

• High degree of independence with an ability to influence business strategy, direction and opportunities for growth and innovation. 
• An ability to extensively analyze complex multi-dime