Customer Program Manager

Family Description

Project Management (PM) comprises project management for execution of cross-functional / geographical projects and programs from initiation to completion. Covers determination of project / program goals and support of business objectives and strategies. Ensures projects / programs achieve their targets, keep their schedule, and maintain estimated cost, time, and quality within planned scope. Covers management of risks that affect the delivery of project outcomes.

Subfamily Description

Customer Project Management (CPM) ensures customer projects / programs are delivered within agreed scope, budget, schedule, and quality. Contains projects throughout all phases, starting from delivery approach identification to completion / care / operation. Comprises management of customer (and all stakeholder) relationships and expectations during the contract fulfilment as well as project team members / resources. Contains project risk management, and driving of improvement actions to secure project gross margin and upselling and cross-selling.

*Manages customer program (collection of projects managed together for business benefits) or project* for a defined product and / or service scope for a medium / large and / or complex customer contract with medium / high risk probability.


*Contract might be defined as key project by BG / market. Delivers the operational and project single/multiple BG / BUs scope to the customer.


*Ensures all project and operational management is in full alignment with Nokia Mode of Operation (MoO), BG / BL guidelines and the View email address on click.appcast.io methodology.


*Plans customer project and keeps plan updated to reflect and anticipate changes by coordinating change management on all aspects affecting cost, scope, schedule and quality (CSSQ).


*Assures consistency among project financial, product and service forecast activities.


*Participates in pre-sales and sales process activities and determines delivery approach alternatives and manages the selection of the final recommended approach to delivery.


*Ensures hand over from Sell to Execute and from Delivery to Care is done and monitors progress against it.


*Ensures project contract management process is initiated and executed.


*Defines the customization of any global operational processes together with relevant point of contacts to meet project requirements (for example, network operations, supply chain, logistics, and acceptance).


*Manages the customer relationship during delivery and serves as the primary interface towards the customer in all activities-related to the own scope of the contract, including customer complaints, corrective actions, and changing requirements.


*Prepares a clear and effective communications plan and ensures proactive communication of all relevant information to the customer and to all stakeholders.


*Monitors and controls that the project is delivered within the approved budget, profitability forecast, and planned scope.


*Ensures that the project meets all objectives for quality and looks continuously for quality improvement and customer satisfaction.


*Actively applies appropriate best practices and lessons learned throughout the life of the project. Monitors, controls and reports KPIs defined in customer contract.


*Ensures data in all project-related tools and repositories is kept up-to-date and with high quality.


*Conducts thorough risk management for all project risks and opportunities and seeks to define new opportunities to expand and renew contracts with the customer.

*Leads the project team and may perform some line manager responsibilities.


*Completes the project closure and / or handover as required (for example, complete contractual requirements, post calculation, lessons learned). (The term customer project refers generally to all forms of Nokia customer contracts, projects with a definitive start and end, and programmes as collections of projects managed together for business benefits which may contain an ongoing operations business)

Impact

Impact is short/mid-term through individual and team contributions. Scope is primarily within own subject area in a function/unit. Actions and errors impact on program, project or function. Provides measurable input into new products, processes, standards or operational plans in support of the organisation's business strategies, with some impact on business unit/ function overall results.

Scope & Contribution

Individual Contributor: Operates autonomously in own subject area. Can analyze, develop and implement concepts and solutions as a subject matter expert. Increased awareness of and involvement outside of own subject area. Distils big picture. Makes decisions about and prioritizes own work. Managerial/Supervisory: Clear managerial responsibilities for people. Typically first level of solid line management. Interprets policies. Ensures existing plans are put into operation. Executes and/or oversees processes to meet customer needs. Responsible for analysis, design & development of policies, plans, programs.


Innovation

Carries out specialised activities/projects according to general direction. Influences others to support decisions. Works mostly independently. Analyze situations or data that requires review of relevant factors. Solutions can often be checked and proved. Demonstrates success in multiple roles and is adaptable to manage complex changing business environments.

Communication

Communicates with parties within and outside of own job function and teams, and typically has responsibilities for communicating with parties external to the organisation, which may include customers or vendors. Works to influence others to accept job function's view/practices and agree/accept new concepts, practices, and approaches. Has cross-cultural knowledge and global mindset Requires ability to communicate with executive leadership regarding matters of significant importance to the organisation. May conduct briefings with senior leaders within the job function. May at times be required to negotiate regarding operational issues.

Knowledge & Experience

Management Experience / Achieved well-advanced skills of a specific professional discipline combining deep knowledge of theory and organisational practice or expertise. Recognised expert in their field (depth & breadth). Typically requires 5-8 years extensive relevant experience and/or a graduate / postgraduate equivalent degree.

Additionally:

• PMP certification or equivalent.

• Experience with change management processes and tools.

• Knowledge of financial forecasting and budget management in projects/programs.