Care Services Manager

As a Care Services Manager, you will oversee the operational delivery of Care Services for assigned customers, ensuring contractual commitments, service quality targets, and customer expectations are consistently achieved. You will manage service performance, team workload, escalations, and operational efficiency while maintaining strong customer relationships and driving continuous improvement.

Working closely with customers, Care delivery teams, program managers, and other stakeholders, you will ensure effective case management, service governance, transition activities, and successful delivery of support services throughout the customer lifecycle.

 

• Manage the delivery of Care Services, including case handling, emergency support, and software upgrade services.
• Monitor and drive operational performance, service quality, team efficiency, and workload management.
• Ensure adherence to Care processes, service governance requirements, customer SLAs, and operational KPIs.
• Lead service reviews, KPI tracking, corrective actions, and continuous improvement initiatives.
• Manage customer escalations and act as the primary point of contact for Care-related operational matters.
• Support customer satisfaction initiatives, including EBCS, OES, OPVi, and related improvement actions.
• Collaborate with Care Program Managers to ensure service data, installed base information, and contract records are accurate and maintained.
• Support customer-facing activities by providing operational guidance, escalation management, and process expertise.
• Contribute to or lead the successful transition of services from project delivery into operational Care support.
• Lead small projects and coordinate resource allocation to meet customer and business objectives.
   

• Experience in service delivery, customer support, or telecommunications operations management.
• Strong understanding of Care Services, incident management, escalation management, and operational support processes.
• Experience managing service performance through KPIs, SLAs, governance reviews, and continuous improvement activities.
• Strong customer relationship and stakeholder management skills.
• Proven ability to analyze complex operational issues and implement effective corrective actions.
• Experience coordinating cross-functional teams and managing operational priorities.
• Strong organizational, communication, and problem-solving skills.
• Ability to lead small teams, manage workloads, and drive performance improvements.

Nice to have:

• Experience within telecommunications managed services or network operations environments.
• Knowledge of software upgrade management, technical support services, and service transition processes.
• Familiarity with customer satisfaction frameworks such as EBCS, OES, and OPVi.
• Experience with operational reporting, cost tracking, and service governance processes.

Additional information:

The organization is evolving. While no final decisions have been taken, Nokia is planning to divest the PB ECE unit during the first half of 2027, and this role is planned to transfer to AURELIUS as part of a stand-alone business. For more information, please refer to: Nokia to sell Enterprise Campus Edge business to AURELIUS.

The position currently benefits from Nokia’s standard employment terms and benefits. Subject to completion of the contemplated transaction and the role’s transfer to the acquiring company, it is expected that broadly comparable employment terms and benefits will be maintained following the closing of the transaction.