Care Program Manager

As Care Program Manager Provides technical and operational services, including support, maintenance, network design, deployment, integration, transformation, and education, with a focus on revenue growth and customer satisfaction provides contractual customer support across technical and non-technical areas, manages incidents and requests, ensures service delivery readiness, supports pre- and post-sales activities, and drives issue escalation and serviceability improvements.

Qualifications

You have:

• Bachelor's degree with 12-15 years of relevant experience. Preferably have subsea knowledge along with DWDM optical knowledge.
• Ensure customer entitlements and coordinate AMC proposals, PO follow-ups, and server AMC activities.
• Organize ORM and governance meetings, including monthly performance reporting.
• Coordinate software upgrades and bridge communication gaps between TAC and customers. Track and resolve quality issues, FIT breaches, and customer escalations.

It would be nice if you also had:

• Maintained data accuracy and consistency across project management tools.
• Supported end users and updated customer contract, SLA, and project data.
• Managed customer-specific information for accurate project tracking.
• Collaborated with cross-functional teams to support project execution and operations.

Responsibilities

• Maintain strong customer relationships, understand customer needs, and ensure consistent and professional communication.
• Coordinate Care service delivery, including software/hardware maintenance, repairs, upgrades, and change management, within agreed SLAs, scope, and budget.
• Lead customer governance activities, including Kick-off, ORM, service reviews, surveys, and monthly performance reporting.
• Ensure accurate and up-to-date customer entitlements, installed-base data, contracts, and service records.
• Support AMC proposal preparation, PO follow-up, contract renewals, invoicing, and Care revenue management.
• Act as a bridge between TAC and customers, coordinating escalations, quality issues, FIT breaches, and non-standard service events.
• Support customer onboarding, service adoption, upsell/cross-sell opportunities, and continuous service improvement.
• Coordinate software upgrades and server AMC activities while ensuring effective handover between Sales, Deploy, Care, and other stakeholders.

Advancing connectivity to secure a brighter world.

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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.