Program Manager

5 - 7 years experience  •  Consumer Electronics

Salary depends on experience
Posted on 09/21/17
Irving, TX
5 - 7 years experience
Consumer Electronics
Salary depends on experience
Posted on 09/21/17

        Accountable for delivering the entire customer operational and project scope – products and services - to the customer within the assigned area of responsibility (one/multiple BL responsibilities or remote services).

  • ·         Main responsibilities on E2E planning and management of financial and operational performance


  • o    Note: Program Managers might need to carry also a Project Delivery Manager role and hence also have operational responsibilities. For details, see Project Delivery Manager job profile
  • ·         Ensures project/operational management based on PMI principles and in full alignment with Nokia MoM and applicable BL guidelines

(*)Project term will be used cover both project type work as well as Care & Network Service and Operations type of continuous customer delivery.

  • ·         Projects – a temporary endeavour undertaken to create a unique product, service or result
  • ·         Care & Operate Programs – ongoing operations


Summary of key activities:

  • ·         Customer Relationship Management
  • ·         Managing financial and non-financial Performance
  • ·         Contribution to Service Business/Solution Creation
  • ·         Project Management Planning
  • ·         Monitoring and Controlling Project Execution
  • ·         Updating the Project  Management Plan
  • ·         Risk and Opportunity Management
  • ·         Stakeholder Management
  • ·         Leading the Project Team
  • ·         Closure and handovers**


Key Performance Indicators:

  • ·         Customer Loyalty Index
  • ·         Gross Margin GM


Additional Project KPIs:

  • ·         Project Asset Rotation Days PARD
  • ·         Project Cost Adherence PCA
  • ·         Operational non-financial KPIs


Additional Care and Operations KPIs:


  • ·         Service Quality  (transactional customer satisfaction)
  • ·         Service Performance (contract fulfillment)
  • ·         Operational Service Levels (MS)


Key activity descriptions:

Customer Relationship Management

  • ·         Contributes to long term Customer Relationship strategy
  • ·         Establishes and maintains good customer relationship by e.g.
  • o    Acting as primary interface towards the customer for activities and issues related to own scope of works
  • o    Ensuring all relevant information is communicated proactively to the customer


  • o    Identify customer’s complains, bring them forward into CT and respond to customer**



  • o    Regular meeting practices are maintained and agreed actions are reliably followed-up
  • ·         Engage Customer in Operational Experience Survey (OES)


Managing financial and non-financial Performance


<5 years experience in Telecommuncations

 Bachelors Degree or equivalent.


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