Care Delivery Practice Lead

Nokia; Naucalpan de Juárez; Presencial; MXN 70,000 - 90,000; Jornada completa

Descripción de la vacante

A global connectivity leader is seeking a Care Delivery Practice Lead based in Naucalpan de Juárez, Estado de México. This role involves overseeing CNS Care services, ensuring quality and performance while driving customer satisfaction. The ideal candidate will have over 7 years of experience in project management and care delivery, with strong leadership and communication skills. Join an inclusive team at the forefront of advancing connectivity offerings in the AI era.

Servicios

Flexible working schemes

Maternity and Paternity Leave

Life insurance

Well-being programs

Employee Resource Groups support

Career & skills development

Access to Coaches & Mentors

Personal growth and professional development opportunities

Formación

• Senior leader with 7/10+ years of experience in project management and care delivery.
• Strong leadership, planning, coordination, and communication skills focused on results.
• Fluent English is mandatory.

Responsabilidades

• Oversee CNS Care services and ensure quality deliverables.
• Improve customer satisfaction by fulfilling contractual commitments.
• Serve as the primary escalation contact for Care delivery issues.
• Ensure adherence to the S&C Mode of Operation with project governance.
• Manage demand planning and facilitate Care handovers.
• Track timely implementation of critical Technical Service Notifications.

Conocimientos

Leadership

Project Management

Communication

Customer Centric Approach

Descripción del empleo

Job Description

The Care Delivery Practice Lead role is part of the Global Customer Care team, within the CNS S&C Market Services organisation.

As CNS S&C Care Delivery Practice Lead, you will work closely with Market Services CCL and Care Domain teams to fulfill contractual obligations while ensuring the highest customer satisfaction and readiness for growth (new projects and technologies).

You will be responsible and accountable for enabling and driving Care delivery, with high accuracy, quality, competitiveness, and cost efficiency while improving profitability for the projects within the Market.

How You Will Contribute And What You Will Learn

• Care Service Delivery & Performance: Oversee and deliver CNS Care services, manage all deliverables, ensure quality, prevent deviations from project performance and financials, and achieve all Care KPIs.
• Customer & Contractual Fulfillment: Improve customer satisfaction by fulfilling contractual commitments, meeting SLAs, minimizing quality issues, and addressing critical incidents.
• Escalation & Issue Resolution: Serve as the primary escalation contact for Care delivery issues, drive end-to-end closure plans, and manage business‑critical or revenue‑impacting escalations.
• Process Adherence & Governance: Ensure CNS S&C Care teams adhere to the S&C Mode of Operation and related processes, and drive project governance, information review, and approvals.
• Demand Planning & Handovers: Follow and ensure accuracy in demand and forecast planning (including SW life cycle management and Expert Care Services), and facilitate Care Handovers between teams.
• Critical Technical Implementations: Ensure and track the timely implementation of critical bulletins and urgent Technical Service Notifications (TSNs).

Key Skills And Experience

Mandatory

• Senior leader with 7/10+ years of experience in project management, care delivery
• Strong leadership, planning, coordination and communication skills with strong focus on delivering results.
• Customer Centric Approach.
• Sound commercial and business understanding at Core business unit’s level.
• Fluent English is mandatory.

Recommended

• Knowledgeable about CNS portfolio and the associated technologies used in the products.
• Proven track record of delivering strong performance results in key CNS projects.

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.

About The Business Group

In Cloud and Network Services, as Nokia's growth engine, we create value for communication service providers and enterprise customers by leading the transition to cloud‑native software and as‑a‑service delivery models. Our inclusive team of dreamers, doers and disruptors push the limits from impossible to possible.

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:

• 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