Operations Manager - OSS

OSS Operations Manager

In this role, you will work in a dynamic team environment that values collaboration and innovation. As the OSS Operations Manager, you will partner closely with diverse teams across Nokia and external stakeholders, fostering strong relationships to ensure exceptional service delivery. You will lead initiatives that drive process improvements and technology innovations, contributing directly to customer satisfaction and operational efficiency. Enjoy a flexible work culture that promotes work-life balance, with opportunities for professional growth and development through workshops and training sessions—benefit from competitive compensation and health packages, along with access to industry-leading tools and resources. Join a forward-thinking organization that encourages continuous improvement and supports your career aspirations.

Your Responsibilities

• 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 3rd party performance.
• Must be available 24/7 for major escalation via on-call support

Your 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.

More Information

• Flexible and hybrid working schemes
• A minimum of 90 days of Maternity and Paternity Leave, with the option to return to work within a year following the birth or adoption of a child (based on eligibility)
• Life insurance to all employees to provide peace of mind and financial security
• Well-being programs to support your mental and physical health
• Opportunities to join and receive support from Nokia Employee Resource Groups (NERGs)
• Employee Growth Solutions to support your personalized career & skills development
• Diverse pool of Coaches & Mentors to whom you have easy access
• A learning environment which promotes personal growth and professional development - for your role and beyond

About Us

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.

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.