Customer Delivery Manager

Nokia Irving , TX 75061

Posted 1 week ago

The Customer Delivery Manager (CDM) is the primary interface to Customers, offering one Nokia voice and ensuring internal alignment and consistent communication between Nokia stakeholders.

Mission:

  • CDM represents Nokia overall towards the Customer and is the primary interface for major topics such as strategy, evolution plans, priorities, quality or escalations.
  • CDM sets up and manages the appropriate engagement and messaging with the Customer for program delivery and operations governance, including regular program reviews as well as major Customer meetings
  • CDM interacts with BG CDMs on a periodic basis to monitor projects status and identify potential issues that may impact the overall program
  • CDM is accountable for P&L related to his/her BG and owns the delivery of the BG contract

Summary of key activities:

  • Customer Relationship Management

  • Overall program coordination and reporting

  • Executive escalation management

  • Business opportunities identification

  • Same as CDM for own BG

Key activity descriptions:

Customer Relationship Management

  • Coordinates all major interactions with Customer including vendor reviews

  • Develops long term Customer Relationship strategy by becoming a trusted advisor to Customer

  • Establishes and maintains good Customer relationship by e.g.

  • Ensuring all relevant information is communicated proactively to the Customer

  • Regular meeting practices are maintained and agreed actions are reliably followed-up

Overall program coordination and reporting:

  • Aligns and aggregates program status and relevant performance KPIs

  • Drives for continuous efficiency improvement

Executive escalation management

  • Provides senior escalation path for the Customer for issues not adequately addressed at project level

Business opportunities identification

  • Supports positioning of Nokia as global solution provider

  • Consolidates program up-sell opportunities and ensures appropriate action plans are in place with BGs and CO teams

  • Execution scope products and services

A key element for success of a CDM will be their strong knowledge of and successful experience in complex project and program management and experience with Nokia products and services

  • Significant experience in Customer Relationship Management (high-level skills, knowledge and attributes in negotiation, conflict management, and communications).

  • Has effectively managed customer interactions with Senior Management, Project Leadership and project team members, and

  • 7-10 years proven record of industry-related successful complex project and program implementation, demonstrating capability in cross-functional management, and/or

  • Experience in Commercial Management in relation to Contract and Financial PM, and

  • Proven knowledge of and strong understanding of Project and Program Management parlance, tools and methodologies.

  • Experience and knowledge of the Nokia product and services portfolio

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