Customer Program Manager

Nokia is a global technology company, and they are seeking a Customer Program Manager to oversee customer projects and programs. The role involves managing project execution, ensuring alignment with company methodologies, and maintaining customer relationships throughout the project lifecycle.

Responsibilities:

• Manages customer program (collection of projects managed together for business benefits) or project* for a defined product and / or service scope for a medium / large and / or complex customer contract with medium / high risk probability
• Contract might be defined as key project by BG / market. Delivers the operational and project single/multiple BG / BUs scope to the customer
• Ensures all project and operational management is in full alignment with Nokia Mode of Operation (MoO), BG / BL guidelines and the PM@Nokia methodology
• Plans customer project and keeps plan updated to reflect and anticipate changes by coordinating change management on all aspects affecting cost, scope, schedule and quality (CSSQ)
• Assures consistency among project financial, product and service forecast activities
• Participates in pre-sales and sales process activities and determines delivery approach alternatives and manages the selection of the final recommended approach to delivery
• Ensures hand over from Sell to Execute and from Delivery to Care is done and monitors progress against it
• Ensures project contract management process is initiated and executed
• Defines the customization of any global operational processes together with relevant point of contacts to meet project requirements (for example, network operations, supply chain, logistics, and acceptance)
• Manages the customer relationship during delivery and serves as the primary interface towards the customer in all activities-related to the own scope of the contract, including customer complaints, corrective actions, and changing requirements
• Prepares a clear and effective communications plan and ensures proactive communication of all relevant information to the customer and to all stakeholders
• Monitors and controls that the project is delivered within the approved budget, profitability forecast, and planned scope
• Ensures that the project meets all objectives for quality and looks continuously for quality improvement and customer satisfaction
• Actively applies appropriate best practices and lessons learned throughout the life of the project. Monitors, controls and reports KPIs defined in customer contract
• Ensures data in all project-related tools and repositories is kept up-to-date and with high quality
• Conducts thorough risk management for all project risks and opportunities and seeks to define new opportunities to expand and renew contracts with the customer
• Leads the project team and may perform some line manager responsibilities
• Completes the project closure and / or handover as required (for example, complete contractual requirements, post calculation, lessons learned). (The term customer project refers generally to all forms of Nokia customer contracts, projects with a definitive start and end, and programmes as collections of projects managed together for business benefits which may contain an ongoing operations business)

Requirements:

• Bachelor's degree
• 5-8 years extensive relevant experience and/or a graduate/postgraduate equivalent degree
• PMP certification or equivalent
• Experience with change management processes and tools
• Knowledge of financial forecasting and budget management in projects/programs