Main Responsibility Area:
The Customer Technical Lead does have the responsibility in his customer assigned role to:
Act as primary customer communications interface on all technical topics in the Account Become trusted advisor to Customer Typically act in her/his role on customer’s program level of one country Market Unit / GCBT Support PM and BGDM in technical planning and measurement of risks & issues against various technical activities Drive all technical planning and execution with all business lines and domains for various activities in the Account Support MS/Domain services cost estimate/review/optimization in a pre-sales/tendering phase.
The CTL is managing selected complex projects where Nokia delivers a solution taking technical accountability as End-to-End owner, or for First-Off and large non-standard or cross organization solutions, or solutions with 3rd-Party involvement.
The CTL leads and directs the technical functions: Analysis & Design, Integration, Verification & Validation, Security, Infrastructure and OSS. The projects are executed under Market Unit leadership based on the contracted scope and the CTL is fully accountable for the technical solution from design and integration up to acceptance and handover to operations reporting to Project Director who is owning the customer contract. Whenever possible, CTL is assigned during pre-sales or in the project initiation phase, helping to convince the customer to buy from Nokia. When involved during the pre-sales phase, the CTL defines the technical delivery strategy from requirements gathering until final acceptance and migration, including technical deliverables, tools, and technical governance. Also, CTL contributes to third party partner (product/services) qualification and overall offer services cost estimation supporting both pre-sales and program director. The CTL leads the customer technical negotiations during the implementation period, drives the technical project execution (through different project streams) and provides solutions to eliminate risks. The CTL coordinates answers to unresolved technical issues and sets up technical support processes, involving necessary engineering teams when required. The CTL is accountable for the verification of E2E Quality of Service and stability of the solution, ensuring that all project KPI’s are within contract definition. The CTL advises on customer network evolution and strives for project up-scopes.
Job Description:
Defines and manages the end-to-end solution technical deliverables, including system level high level design, requirements baseline, release and configuration management, E2E integration, verification and acceptance strategy according to contracted scope. CTL is responsible for approval process for technical deliverables. Co-ordinates technical delivery among all project streams and takes care of scope, schedule and quality, reporting to project management Guides the resolution of complex integration issues Is in charge of identifying, managing and mitigating technical project risks. Drives definition of the acceptance KPI’s with the customer and their implementation As technical interface with the customers’ project team, understands the customers' strategy and technical concerns, and manages technical expectations according to contracted scope. Applies solid technical change management principles to stay within the contractual boundaries. Collects relevant delivery feedback and conduct lessons learnt and best practice sharing.Impact
Impact is short-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. Distills 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.
• Develops customer specific architecture in dedicated area of competence.
• Identifies the BG's involved and coordinates cross-BG activities for initial phase of solution development.
• Captures and manages the functional and non-functional requirements by using industry best practices.
• Understands and captures the critical inputs of stakeholders, and translates them into effective requirements and solutions.
• Specifies and designs effective end-to-end solutions, through the high as well as low level design of architecture, to meet customer needs in a market positioning prospective.
• Applies solution architecture standards processes and principles, to create and maintain a solution's integrity over time, including verification that the solution meets the clients requirements.
• Develops the full scope of the solution, working across organisations to achieve workable solutions.
• Researches, designs, plans, develops and evaluates an effective solution in specialised domains to meet customers' requirements and outcomes, thanks to high as well as low level design of architecture.
• Applies solution architecture standards processes and principles, to create and maintain a solution's integrity over time.
• Develops the full scope of the solution, working across organisations to achieve workable solutions.
• Contributes to strategic decisions within professional area.
• Solves complex problems based on sophisticated analytical thought and complex judgment.
• Contributes to development of concepts to determine professional direction of own organisational unit.
• Acts as a professional leader for staff / workteam / taskforces, often the most senior specialist in a team, who serves as best practice resource within own organisational unit and / or is recognised as an expert within the same professional area in the business.
• Often leads functional teams or projects with moderate resource requirements, risk and complexity, handles day-to-day staff management issues, including resource management and allocation of work.