Nokia is committed to innovation and technology leadership across mobile, fixed and cloud networks. Your career here will have a positive impact on people’s lives and will help us build the capabilities needed for a more productive, sustainable, and inclusive world.
We challenge ourselves to create an inclusive way of working where we are open to new ideas, empowered to take risks and fearless to bring our authentic selves to work.
The team you’ll be part of
Strategy and Technology lays the path for Nokia’s future technology innovation and identifies the most promising areas for Nokia to create new value. We set the company’s strategy and technology vision, offer an unparalleled research foundation for innovation, and provide critical support infrastructure for Nokia.
Within Strategy and Technology, you will be part of the Infrastructure team, providing state-of-the-art infrastructure services to Nokia employees and business stake holders.
What you will learn and contribute to
As part of our team, you will…
Be accountable for the Nokia Service Desk and related IT User Care Services including operational and financial performance
Drive stakeholder satisfaction
Ensure high service value based on performance metrics and continuous improvement
The service responsibility specifically includes:
Call management, Request Fulfilment, Service Communication, Availability mgmt., Incident mgmt., Change mgmt., Release and deployment mgmt., Configuration mgmt. and Capacity mgmt,
Service Level mgmt, Service Measurement and reporting,
Contracting and management of 3rd party contracts
Supplier Management.
Your skills and experience
You have:
Proven 5-10 years IT Service Management Experience in a global Organization
Experience in managing a global Service Desk function, creating a strong operational relationship with the company partner running the service in line with the contract.
Seeks feedback on existing offerings and leading transformation for new programming to meet evolving End User needs
Conducts analysis and provides direct feedback on opportunities for improvement to Management team
Develops relationships with other support resources within Nokia’s organizations, and coordinates with others to ensure that standard work is leveraged to provide a consistent end-user experience across the portfolio of support offerings.
Act as prime in alert, solving and communicate service outages in accordance with Nokia policy and procedures. Managing escalation and conflict resolution skills required
Proven ability to communicate effectively, both verbally and written in English; must be able to organize information and present it in a well thought out manner while also providing the appropriate level of supporting documentation to support the topic, issue, or proposal.
Working Knowledge of Service Now and other Service Desk related tooling
A quality mindset and eagerness to drive results
It would be nice if you also have:
ITIL Certification
Experience in defining and implementing transformation projects in an IT service environment
Knowledge of Office365, Windows, Networks and Public Cloud Technologies
a network within the relevant IT supplier landscape
What we offer
Nokia offers flexible and hybrid working schemes, continuous learning opportunities, well-being programs to support you mentally and physically, opportunities to join and get supported by employee resource groups, mentoring programs and highly diverse teams with an inclusive culture where people thrive and are empowered.
Nokia is committed to inclusion and is an equal opportunity employer
Nokia has received the following recognitions for its commitment to inclusion & equality:
One of the World’s Most Ethical Companies by Ethisphere
Gender-Equality Index by Bloomberg
Workplace Pride Global Benchmark
LGBT+ equality & best place to work by HRC Foundation
At Nokia, we act inclusively and respect the uniqueness of people.
Nokia’s 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.
Join us and be part of a company where you will feel included and empowered to succeed.