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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in managing Care Services delivery, ensuring adherence to service governance, and driving operational performance through effective KPI and SLA management. Proven ability to lead teams, enhance customer satisfaction, and implement continuous improvement initiatives.
Highest-signal resume keywords
Service Delivery ManagementKPI Tracking and GovernanceCustomer Relationship ManagementOperational Performance ImprovementEscalation Management
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Incident ManagementOperational Support ProcessesService Performance AnalysisCost TrackingService Transition Processes
Soft Skills
Organizational SkillsCommunication SkillsProblem-Solving SkillsTeam LeadershipStakeholder Management
Tools & Technologies
EBCSOESOPVi
Industry Keywords
Telecommunications OperationsManaged ServicesCustomer Satisfaction Frameworks
About the role
Key responsibilities & impact- Manage the delivery of Care Services, including case handling, emergency support, and software upgrade services
- Monitor and drive operational performance, service quality, team efficiency, and workload management
- Ensure adherence to Care processes, service governance requirements, customer SLAs, and operational KPIs
- Lead service reviews, KPI tracking, corrective actions, and continuous improvement initiatives
- Manage customer escalations and act as the primary point of contact for Care-related operational matters
- Support customer satisfaction initiatives, including EBCS, OES, OPVi, and related improvement actions
- Collaborate with Care Program Managers to maintain accurate service data, installed base information, and contract records
- Provide operational guidance, escalation management, and process expertise for customer-facing activities
- Contribute to or lead the transition of services from project delivery into operational Care support
- Lead small projects and coordinate resource allocation to meet customer and business objectives
- Oversee operational delivery for assigned customers and ensure contractual commitments, service quality targets, and customer expectations are achieved
- Manage service performance, team workload, escalations, operational efficiency, customer relationships, and continuous improvement
Requirements
What you’ll need- Experience in service delivery, customer support, or telecommunications operations management
- Strong understanding of Care Services, incident management, escalation management, and operational support processes
- Experience managing service performance through KPIs, SLAs, governance reviews, and continuous improvement activities
- Strong customer relationship and stakeholder management skills
- Proven ability to analyze complex operational issues and implement effective corrective actions
- Experience coordinating cross-functional teams and managing operational priorities
- Strong organizational, communication, and problem-solving skills
- Ability to lead small teams, manage workloads, and drive performance improvements
- Experience within telecommunications managed services or network operations environments (nice to have)
- Knowledge of software upgrade management, technical support services, and service transition processes (nice to have)
- Familiarity with customer satisfaction frameworks such as EBCS, OES, and OPVi (nice to have)
- Experience with operational reporting, cost tracking, and service governance processes (nice to have)
Benefits
Comp & perks- Nokia’s standard employment terms and benefits
- Broadly comparable employment terms and benefits expected to be maintained following the planned transfer to AURELIUS