As the Operations Manager, you will oversee account operations, serving as the single point of contact for customer teams in managing escalations and ensuring alignment with contractual SLA and KPIs. You will lead service delivery teams to identify and drive continuous improvements, manage customer contracts, and facilitate effective communication between stakeholders. Your role involves analyzing operational risks, implementing service enhancement strategies, and fostering strong relationships to build trust with customers. Successful candidates will have a strong background in service operations, excellent communication skills, and a drive for customer satisfaction and operational excellence.
Responsibilities- Manage account operations as the primary contact for regional customer teams.
- Ensure adherence to contractual SLA, KPIs, and OLAs, while meeting performance targets.
- Lead internal and external escalations regarding incident, problem, and change management.
- Identify service issues and implement improvements through proactive governance.
- Oversee monthly KPI reporting and customer negotiation efforts.
- Facilitate service improvement initiatives across departments for optimized delivery.
- Build and maintain strong customer relationships, managing conflicts with a technical focus.
- Analyze operational risks and develop mitigation strategies in collaboration with stakeholders.
Must-Have:
- Graduate or Master's with 12 plus years of experience delivering services of large scale MS operations in key/lead role, preferred 5+ years in a customer facing role.
- Expertise in Core technologies, especially IMS Core, SDM, IP and across multiple technologies (e.g. 2/3/4G/5G, Tx, Core, Cloud, etc).
- Experience in cost management and service reporting.
- Fluency in English, both written and spoken.
- Proven track record of managing service delivery performance and contract commitments.
- Experience in business case development for network solutions
Nice-To-Have:
- ITIL certification with expertise in Incident, Change, and Problem Management.
- Presentation and negotiation skills to engage effectively with stakeholders.
- Knowledge of preventative maintenance practices within the MS Blueprint Operating Model.
Nokia is a global leader in connectivity for the AI era. With expertise across fixed, mobile and transport networks, powered by the innovation of Nokia Bell Labs, we’re advancing connectivity to secure a brighter world.
Our recruitment process
We act inclusively and respect the uniqueness of people. Our 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. We are committed to a culture of inclusion built upon our core value of respect.
If you’re interested in this role but don’t meet every listed requirement, we still encourage you to apply. Unique backgrounds, perspectives, and experiences enrich our teams, and you may be just the right candidate for this or another opportunity.
The length of the recruitment process may vary depending on the specific role's requirements. We strive to ensure a smooth and inclusive experience for all candidates. Discover more about the recruitment process at Nokia.
- Flexible and hybrid working schemes
- A minimum of 90 days of Maternity and Paternity Leave, with the option to return to work within a year following the birth or adoption of a child (based on eligibility)
- Life insurance to all employees to provide peace of mind and financial security
- Well-being programs to support your mental and physical health
- Opportunities to join and receive support from Nokia Employee Resource Groups (NERGs)
- Employee Growth Solutions to support your personalized career & skills development
- Diverse pool of Coaches & Mentors to whom you have easy access
- A learning environment which promotes personal growth and professional development - for your role and beyond
Skills Required
- Graduate or Master's degree with 12+ years of experience delivering large-scale managed services operations in a key or lead role
- 5+ years of customer-facing experience
- Expertise in IMS Core, SDM, IP, and multiple telecom technologies including 2G, 3G, 4G, 5G, transport, core, and cloud
- Experience in cost management and service reporting
- Fluency in written and spoken English
- Track record of managing service delivery performance and contract commitments
- Experience developing business cases for network solutions
- ITIL certification with expertise in incident, change, and problem management
- Presentation and negotiation skills for stakeholder engagement
- Knowledge of preventative maintenance practices within the MS Blueprint Operating Model
Nokia Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Nokia and has not been reviewed or approved by Nokia.
-
Equity Value & Accessibility — Equity programs include a global employee share purchase plan with company matching and multi‑year share awards. These mechanisms broaden participation and tie rewards to long‑term outcomes.
-
Healthcare Strength — Health coverage includes major medical plans with supplementary options such as vision, legal services, and care navigation. The range of offerings indicates comprehensive support for medical needs.
-
Parental & Family Support — A global policy grants paid leave for new parents regardless of gender and provides structured return‑to‑work support. Company‑paid life insurance further strengthens family protection across regions.
Nokia Insights
What We Do
At Nokia, we create technology that helps the world act together. As a trusted partner for critical networks, we are committed to innovation and technology leadership across mobile, fixed and cloud networks. We create value with intellectual property and long-term research, led by the award-winning Nokia Bell Labs. Adhering to the highest standards of integrity and security, we help build the capabilities needed for a more productive, sustainable and inclusive world.
