Manages and leads a functional group of people globally (providing services to the customer) or multifunctional groups in a geographical area, with full responsibility of all personnel management aspects. Develops service and support portfolios and capability. Drives customer satisfaction improvement in product/service line.
Main Responsibility Area
Responsible for contributing and implementing the strategy for the product/service line. Has final planning and execution responsibility for the own area. Has global responsibility for goal setting, operations, resourcing, results and competence development of the product/service line. Provides frame and support for success of organization. Ensures good co-operation across organisational units. Responsible for the continuous development of the operations in own area. Overall responsibility for customer satisfaction in product/service line.
Position Description
•Customer Relationship Management
•Managing financial and non-financial Performance
•Contribution to Service Business/Solution Creation
•Operational Management Planning
•Monitoring and Controlling Operational Execution
•Updating of the Operational Set-up/Transition and Transformation Plans
•Risk Management
•Stakeholder Management
•Leading the Network Operations Team
•Closure and handovers
Position Requirements
Key Performance Indicators:
•Customer Loyalty Index
•Gross Margin GM
•Project Cost Adherence PCA
•Operational Service Levels
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