HWSD Specialist

Nokia; Gurugram District; Hybrid; INR 1,800,000 - 2,800,000; Full time

Benefits offered by this job

Flexible/hybrid working arrangements

Health and well-being support

Maternity/Paternity leave

Career growth & mobility

Continuous learning

Job summary

Nokia in India seeks an HWSD Manager to own end-to-end Hardware Services transactions, coordinating cross-functional teams to meet SLAs and customer outcomes. You will manage risks, monitor performance, and drive continuous improvements while guiding staff and leading projects as needed.

The role emphasizes governance, escalation management, and strong stakeholder engagement within a global connectivity leader.

Qualifications

• 5+ years in customer, account, service delivery or program management with enterprise customers and executive stakeholders.
• Certifications such as ITIL, PMP/PRINCE2, or Agile are preferred.

Responsibilities

• Act as the primary liaison between Hardware Services (HWS) and the CARES Programme Manager.
• Ensure successful delivery of HWS services and achievement of customer outcomes.
• Manage end-to-end HWS transaction lifecycles from initiation to completion.
• Identify, assess, and mitigate risks affecting service delivery or SLA achievement.
• Monitor performance and enforce adherence to SLAs across product and service offerings.
• Lead issue resolution and escalations through cross-functional collaboration.
• Provide regular status updates, risk assessments, and performance reports to stakeholders.
• Drive continuous improvement to enhance service quality and customer satisfaction.
• Support governance activities and ensure compliance with contractual commitments.
• Represent the customer to HWS teams and ensure multi-vendor SLAs are met.

Skills

Customer relationship mgmt

Stakeholder engagement

Communication

Negotiation

Project/service delivery mgmt

Risk/escalation handling

Commercial acumen

Education

Bachelor's degree in Business/Engineering/IT/Telecommunications

Job description

Job Description

HWSD Manager owns the end-to-end management of Hardware Services (HWS) transactions in progress, identifying, managing, and mitigating operational and delivery risks throughout the transaction lifecycle. The role ensures that customer Service Level Agreements (SLAs) are consistently achieved across all product and service offerings through effective coordination of cross-functional teams, proactive escalation management, performance monitoring, and continuous process improvement initiatives.

Job Description

HWSD Manager owns the end-to-end management of Hardware Services (HWS) transactions in progress, identifying, managing, and mitigating operational and delivery risks throughout the transaction lifecycle. The role ensures that customer Service Level Agreements (SLAs) are consistently achieved across all product and service offerings through effective coordination of cross-functional teams, proactive escalation management, performance monitoring, and continuous process improvement initiatives.

How You Will Contribute And What You Will Learn

• Act as the primary point of contact between Hardware Services (HWS) and the CARES Programme Manager
• Ensure successful delivery of HWS services and achievement of agreed customer outcomes.
• Manage the end-to-end HWS transaction lifecycles, from initiation through completion.
• Identify, assess, and mitigate risks that could impact service delivery or SLA achievement.
• Monitor operational performance and drive adherence to customer Service Level Agreements (SLAs).
• Lead resolution of service issues, delays, and escalations through cross-functional collaboration.
• Provide regular status updates, risk assessments, and performance reporting to stakeholders.
• Drive continuous improvement initiatives to enhance service quality, efficiency, and customer satisfaction.
• Support governance activities and ensure compliance with contractual and operational commitments.
• Represents the customer to the Hardware Services (HWS) teams.
• Ensure service levels from back-to-back multi-vendor agreements meet customer SLAs and resolve delivery discrepancies.
• Resolve customer escalations and billing-related issues.
• Work effectively in mixed environments, applying best practices and in-depth business knowledge to improve services.
• Act as a professional advisor and mentor for staff, potentially leading projects or small teams and managing day-to-day staff issues.

Key Skills And Experience

• Possess a bachelor’s degree in business, Engineering, IT, Telecommunications, or a related field, with 5+ years of experience in customer, account, service delivery, or program management, including enterprise customers and executive stakeholders.
• Demonstrate strong customer relationship management, stakeholder engagement, communication, negotiation, problem-solving, project/service delivery management, risk/escalation handling, and commercial business acumen, with preferred certifications such as ITIL, PMP/PRINCE2, or Agile.

About Us

Advancing connectivity to secure a brighter world.

Nokia is a global leader in connectivity for the AI era. With expertise across fixed, mobile and transport networks, powered by the innovation of Nokia Bell Labs, we’re advancing connectivity to secure a brighter world.

Learn more about life at Nokia .

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 .

About The Team

Some of our benefits in India:

• Flexible and hybrid working arrangements to support work–life balance
• Health and well-being support – medical insurance for you and your family, health check-ups, life and accident insurance, well-being programs, and employee resource groups
• A minimum of 90 days of Maternity and Paternity Leave based on eligibility
• Personal Support Service 24/7 – a confidential support channel open to all Nokia employees and their families in challenging situations
• Career growth & mobility – technical career paths, job rotations, international assignments, and relocation support
• Continuous learning – technical certifications, mentoring programs, coaching, and digital learning platforms
• Opportunities to innovate and contribute through Nokia’s research and development environment
• Recognition programs that celebrate outstanding contributions
• Workplace support – ergonomic working support and mobile device programs based on eligibility