Technical Delivery Lead

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 increases customer satisfaction through planning, designing, deploying, integrating, optimizing, 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.

• Responsible for Cloud Infrastructure delivery for North America Market, ensuring deliverables align with committed Domain scope, timelines, key (revenue) milestones, and delivery costs vs as sold baseline (ASBL).
• Market Escalation point of contact for revenue impacting project issues and work with business group deliver managers, technical account managers, and Product & Engineering (P&E) leaders to ensure smooth and profitable delivery.
• Onboard local, remote, and near-shore deliveries as per Nokia’s contractual commitments with excellent quality and prevent negative deviations from project financials in North American Market.
• Accountable for services demand/resources supply alignment between Market Services & Cloud Infrastructure and ensure that resources supply (cost booking) is aligned with the cost baseline.
• Participate and contribute to decision making during the pre-sales phase and validate the scope and cost for the Cloud Infrastructure deliverables.
• Responsible for identifying cost overruns and deviations and supports Nokia business groups in calculating the Nonconformance cost impact due to various reasons management and proactively take needed actions to mitigate such risks.
• Maintain organization tools updated with the latest information and supervise delivery quality in the project and any resource gap.
• For projects of high complexity, maintain overall ownership for the scope of the solution throughout its lifecycle: from presales 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 other domain owners within the project when part of the pre-sales phase, ensuring 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, work with Customer Chief Architects team to define customer objectives, gather business and technical requirements, and establish credibility for Nokia’s solution.
  • When part of the pre-sales phase, compose the Market Services elements of SOWs in the overall context of the program, to ensure 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, support bid defense activities as the services owner.
  • When part of the pre-sales phase, sign off on the bid documents, scope documents, internal LOA, and any change requests to those.
  • During the delivery planning phase of project delivery, own the technical plan and work 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, determine technical impacts of Change Requests. Adopt 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, lead a large team for the development of technical deliverables, including the solution requirements, solution architecture & high-level design, solution integration plan, and solution validation strategy.
  • During the implementation phase of project delivery, serve as the Project Technical Authority by providing direction to all members of the technical project team. Provide technical leadership for troubleshooting and debugging highly complex interoperability issues, oversee testing activity, and engage all technical resources available to the program to resolve issues. Serve as the escalation point for technical problems that arise during implementation.
  • Throughout project delivery, build 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, own 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, and obtaining sign-off as part of final acceptance for the release of the project team.

Impact
Impact is primarily short term and typically functional, departmental or small single geographic in scope through management of resources. Accountable for departmental/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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