Lead Customer Delivery Manager

Day-to-day delivery SLAs, scope and costs related to local rollout activities in Kenya. Is accountable for the delivery of all BGs projects that are delivered on time, with the highest quality, within budget and following the Nokia specific processes.  Providing leadership and direction to a team of subcontractors, technical experts and associate services teams throughout the planning, organizing, staffing, evaluation, direction and control of a project/program from inception to completion. This position will drive cross functional teams including Global Services NI and NPO organizations, as well as R&D product experts and technical support teams from all BGs, and their respective NPI organizations, to deliver the committed deliverables. 

• Customer Relationship Management: Establish & maintain good customer relationship and contribute to long term customer strategy.  Primary customer interface for activities and issues related to all business that we are delivering for this customer (Cross BGs)  
• Managing financial and non-financial performance: Key performance indicators for the positions are: Sales & Profitability, Customer Loyalty Index, Gross Margins (GM), Project Cost Adherence (PCA), Project Transfer Agreement (PTA), PBM Suite Coverage, quarterly revenue targets, control customer invoicing, and resource demand & utilization.
• Project Initiation & Planning: Plans service delivery and service delivery models. Ensures PTA process takes place. Leads customization of global E2E operational processes to project requirements
• Project Execution: Ensures execution of operational processes are in with Nokia MoM and applicable BL guidelines.
• Monitoring and Controlling Project: Ensures that project is managed against PTA, adherence to operational KPIs and applicable Nokia guidelines, handbook and instructions. Ensures data is accurate and timely for the reporting; manages customer escalations at all levels.
• Updating Project Management Plan: Continuously and proactively adapt project plans and delivery processes to reflect the changes
• Quality Management: Ensures lab and trial deliverables meet or exceed quality entry / exist criteria. Enforces quality assurance process and procedure through program life cycle.
• Risk and Opportunity Management: Ensure risks & opportunities are identified, analysed, monitored and managed proactively
• Stakeholder Management: Managing expectations and maintaining clear and effective communication within the relevant project stakeholders (e.g. customer, project teams, delivery teams, 3rd party contractors/subcontractors, CBT, order management, logistics, business lines, etc.).
• Leading the Project Team: Responsible for direct line management for the assigned functional Project Managers and Technical experts. Perform line management responsibilities (e.g. on-boarding/off-boarding people, manage performance, competence development, etc.)

  Your skills and experience

• SW Life Cycle Management, SW Delivery Quality Assurance, and verification for RAN and Core network elements Nokia’s business structure and operation
• Knowledge of project management based on PMI principles and full alignment with Nokia operating model
• Fluent English Speaking
• Possesses strong business acumen in planning and organizing, information integration, decision-making and ability to achieve results while focusing on customer requirements and business success
• Ability to analyze problem, develop solutions and evaluate the strength and weaknesses in deciding the best approach
• Ability to exercises judgment within broadly defined practices and policies in selecting methods, techniques and evolution criteria for obtaining results
• Experienced with solving complex problems where analysis of situations or data requires in-depth evolution of various factors
• Excellent persuasion and negotiation skills
• Excellent leadership, coaching/mentoring skills.
• Bachelor’s degree or equivalent experience
• Experience working with customers in Kenya
• Relevant experience in operations and maintenance of wireless networks and managing a team of over 20 engineers.
• Experience in developing, modifying and executing company policies which affect immediate operation(s) and may also have company-wide effect.
• Needs over 15 years minimum experience in Telecommunications