Service Delivery Manager

The Service Delivery Manager plays a crucial role in running efficient and effectively managed services to meet customer-agreed service levels, ensuring continuous process performance, and optimizing delivery resources. Responsibilities include overseeing Operations Delivery of the account, translating Contractual SLA and KPIs into OLAs to meet targets, acting as the point of contact for all escalations related to Incidence, Problem, and Change Management, leading internal and regional management escalations as per the contract, identifying service issues and driving improvements through service delivery teams, managing Escalation Management according to contractual terms, and being accountable for managing customer contractual maintenance commitments and associated reporting of service delivery performance in terms of quality and cost. Additionally, the role involves ensuring evaluation and delivery of new services into the network, motivating and enhancing delivery teams for network performance, change management, new business opportunity identification, and end-to-end lessons learned, communicating new feature releases effectively, and fostering relationships while ensuring compliance with local health & safety policy. Key Skills And Experience: - Requires 9+ years of extensive experience or a graduate/postgraduate equivalent degree - Experience in delivering services of large-scale MS operations, with 5+ years in a customer-facing role - Proficiency in Process and Automation for sustained operations - Broad knowledge across multiple technologies (e.g., 2/3/4G/5G, Tx, Core, Cloud, etc.) - Experience in an Operations Delivery role in wholesale business on a major telecommunications operator is an advantage - Business Performance Oriented with experience in negotiating KPIs and penalties - ITIL knowledge with a focus on Incident, Change, Problem, and Performance Management About Us: Nokia is committed to innovation and technology leadership across mobile, fixed, and cloud networks. Joining Nokia means having a positive impact on people's lives and contributing to a more productive, sustainable, and inclusive world. The company values an inclusive way of working, encouraging new ideas, risk-taking, and authenticity in the workplace. What we offer: Nokia provides continuous learning opportunities, well-being programs, employee resource groups, mentoring programs, and highly diverse teams with an inclusive culture where individuals thrive and are empowered. Nokia is committed to inclusion and is an equal opportunity employer. About The Team: As Nokia's growth engine, the team focuses on creating value for communication service providers and enterprise customers by leading the transition to cloud-native software and as-a-service delivery models. The team comprises dreamers, doers, and disruptors who push the limits from impossible to possible.,