Customer Delivery Manager

Employment Type:
Any
Sector:
IT Jobs
Job Role:
Project Management Jobs
Area:
Tokyo
Location:
Japan
Salary:
Competitive
Posted:
10-Aug-18
Recruiter:
Mobile Jobs
Job Ref:
HB00100818

Customer Delivery Manager (CDM) owns within one Business Group (BG) the delivery process for all aspects related to contracts execution including HW, SW and Services.

CDM is accountable for revenue and profit in line with Nokia MoO for his/her perimeter within the BG and is the reference manager towards Customer and internal partners for all aspects related to delivery of BG projects, including small scopes from other BGs tightly related to main projects (based on mutual agreement).

CDM is assigned by account or cluster of accounts with the following recommended characteristics:  MN total revenues> 50M€ / year  ION or FN total revenues > 30 M€ / year  A&A total revenues > 15 M€ / year

Typical CDM scope is:  All contracts with a large account in a cluster or country (e.g. EUR/DT/Central)  All contracts with a medium account in several countries (e.g. EE/Vimpelcom)  All contracts with a group of smaller accounts in a cluster or country (e.g. EUR/SEE/Iberia)

Mission:

 Customer Delivery Manager (CDM) owns the delivery of the entire Customer contract execution scope – products and services - for his/her BG

 CDM is accountable for revenue and profit in line with Nokia MoO for his/her perimeter within the BG

 CDM represents Nokia on an assignment basis and is the primary contact for the assigned scope for planning and execution, resource allocation, prioritization and escalation topics for the entire services and delivery process.

 CDM is responsible for the contract execution performance with respect to financial and operational (non-financial) KPIs (e.g. cost, timelines, revenue recognition, project assets, and Customer satisfaction) and requisite planning to enable successful execution.

 CDM is responsible for E2E planning and management of financial and operational performance.

 CDM ensures Customer contract execution management based on PMI/PBM principles in full alignment with Nokia Mode of Operations and applicable BG guidelines

Summary of key activities:

 Customer Relationship Management

 Managing financial and operational (non-financial) Performance

 Contribution to Service Business/Solution Creation

 Customer Contract Execution Management Planning

 Monitoring and Controlling Customer Contract Execution

 Change Management

 Risk Management

 Stakeholder Management

 Leading the Customer Program Management Team

 Closure and handovers

Key Performance Indicators:

 Gate 6 - Project Target Agreement (PTA) implemented

 Gross Margin GM

 Cost Baseline Adherence +/- 3% (incl. change management)

 Project Asset Rotation Days (PARD)

 Customer Perceived Value (CPV)

 e2e Demand Planning Accuracy (Equipment + Services)

 Operational non-financial KPIs

 Revenue (contribute to efforts of services business creation)

 Forecast accuracy (revenue volume, margin evolution, resources, …)

Key activity descriptions:

Customer Relationship Management

 Owns Customer relationship management in the area of services, delivery and performance

 Handles project and service related Customer satisfaction

 Develops long term Customer Relationship strategy

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

o Ensuring all relevant information is communicated proactively to the Customer

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

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