Job description


  • Entry level
  • No Education
  • Salary to negotiate
  • Hanoi


Nokia is a global leader in the technologies that connect people and things. With state-of-the-art software, hardware and services for any type of network, Nokia is uniquely positioned to help communication service providers, governments, and large enterprises deliver on the promise of 5G, the Cloud and the Internet of Things. 
Serving customers in over 100 countries, our research scientists and engineers continue to invent and accelerate new technologies that will increasingly transform the way people and things communicate and connect.
Nokia is an equal opportunity employer that is commited to diversity and inclusion.
At Nokia, employment decisions are made regardless of race, color, national or ethnic origin, religion, gender, sexual orientation, gender identity or expression, age, marital status, disability, protected veteran status or other characteristics protected by law.
General Purpose:
Manage Services business in the care phase for a key account; Is accountable for Care business and all Care phase operations through improvement of customer satisfaction, overall proft and loss responsibility, development of new business and provision of Care phase services.
Main Responsibility Area:
Actively contributes to the positive development of customer satisfaction. Acts as primary interface towards the customer in Care phase. Provides input to Account Team on issues related to development of care business. Is responsible for account's profit and loss for care services. Identifies and develops new service business opportunities within account. Provides technical leadership for staff and work teams or task forces, particularly on emerging areas within specialised functional or process areas. Coordinates the delivery of care phase services to maintain customer satisfaction and identify performance gaps as well as new or emerging needs. Plans and monitors care services and leads the care team.
Job Description
Ensures compliance with CARE delivery models and standards
Responsible for delivery of the solution/transition to CARE phase
Ensures that plans are in place to have the capability (capacity & ability) to deliver within the timescale
Triggers contract renewal cycle to Case Owner
Brings existing customer specific knowledge to bear
Scanning for further opportunities in Customer
S/he has secondary P&L accountability for Care business to the Care Line of Business and Customer Team.
Primary Task is Operational management including provision of Care services and optimizing NSN performance towards the customer SLA.
Care business management related to contract renewal process, care business planning and analysis, supporting sales activities, cost/ profitability development
Customer Relationship Management in Care phase including improvement of customer satisfaction and management of relationships with key care contacts.
Operational management
Execute Care Agreement and other contractual requirements related to Services in Care phase, and manage internal operational and financial risks
Oversee all Care operations within the CT(s) related to all NSN products
Formulate and regularly update customer(s) specific Care plan
Implement Care Program Management into the CT(s)' operations
Forecast and reserve resources according to the Care Agreement
Establish operating practices and review ongoing operations
Monitor how NSN meets the service level agreements agreed with customer as well as act upon the results
Lead and manage Care Team (core and extended) and resources e.g. test beds/facilities
Co-operate with other NSN functions in resource and people management issues
Manage subcontractors, contractors and 3rd parties whenever applicable
Execute regular internal reporting as required
CARE business management
Sales and profitability (care gross margin) responsibility for Care business of the customer(s)
Ensure the expansion and continuation of Care Agreement
Identify and develop new business and up selling opportunities, understand the customer needs and channel them to global service lines
Participate in CT(s) team meetings and give leads to CT(s) team by monitoring customer's -operations, business situation and competition
Participate in new tender activity ensuring that Care resources and margins are appropriately planned and executed
Fulfill required CaPM reporting activities including IB data gathering activities
Develop long and short term financial and action plan; establish Care specific objectives for the

About the company

As the world’s specialist in mobile broadband, we’ll help you enable your end users to do more than ever before with the world’s most efficient mobile networks, the intelligence to maximize their value and the services to make it all work together.

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