Operations Manager

Operations Manager - OSS The OSS Operations Manager at Nokia is the key customer liaison for OSS operational services, ensuring customer satisfaction through effective management of service delivery, adherence to SLAs and KPIs, and proactive process improvements. This role involves leading technology innovations, coordinating high‑severity incident responses, and conducting post‑implementation reviews. The manager also collaborates with both onshore and offshore service delivery teams to enhance quality and efficiency, while building strong relationships with stakeholders. Additionally, the role emphasizes continuous improvement, operational excellence, and alignment with ITIL best practices. How You Will Contribute And What You Will Learn Serve as the primary customer interface for OSS operational matters, ensuring effective communication and collaboration. Manage service delivery against SLAs and KPIs, driving continuous improvement initiatives. Lead technology and process innovation efforts, identifying automation opportunities and recommending enhancements. Coordinate response and support during high‑severity incidents, acting as an escalation point. Conduct post‑implementation reviews of critical changes and guide follow‑up actions with service managers and teams. Establish and maintain relevant KPIs and metrics to evaluate process effectiveness and inform data‑driven decisions. Document standard service management procedures, ensuring compliance and up‑to‑date information. Facilitate workshops and training sessions to foster a culture of continuous improvement and operational excellence. Support 3rd‑party (e.g., vendor) management by providing input on service level requirements and feedback on performance. Must be available 24×7 for major escalation via on‑call support. Key Skills And Experience Must‑Have Minimum 7 years of experience in technology management within telecommunications or IT. Strong knowledge of Incident, Problem, and Change Management frameworks such as ITIL v4. Proven experience in managing vendors, KPIs, and SLAs effectively. Excellent relationship management skills with customers and internal stakeholders. Ability to manage multiple high‑priority projects and adapt to changing requirements. Nice‑To‑Have Certification in Lean Six Sigma or similar process improvement methodology. Experience in telecommunications and datacentre networks from a technology perspective. Ability to translate customer requirements into actionable business opportunities. Proficiency in process development and management. Strong conflict management skills. About Us About Nokia Join us in creating the technology that helps the world act together. We are a B2B technology innovation leader, pioneering networks that sense, think and act™, putting the world’s people, machines and devices in sync to create a more sustainable, productive and accessible future. Learn more about life at Nokia. About The Business Group Join Mobile Networks (MN) and help us become the trusted partner of choice for Communications Service Providers (CSPs), as well as for non‑CSP entities in sectors such as utilities, transportation, public services and defense. Your work will contribute to delivering unbeatable customer experiences in wireless connectivity. 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. #J-18808-Ljbffr