Job description
Reporting to the Vice President of Cloud Computing Operations & Delivery (CCOD) , the Technical Service Director (TSD) is responsible brokering the comprehensive portfolio of infrastructure, service delivery, and security services to the German based HERE product groups.
The TSD will be accountable for delivering quality services to support the entire product lifecycle, supporting HERE’s global mission spanning consumer, enterprise and strategic customers on mobile handsets, in-car devices, and on the web.
Successful execution of the role will be the result of establishing and maintaining strong relationships at multiple levels of the organization, deeply understanding product requirements and roadmaps, and bringing the full complement of CCOD assets to the table to deliver service excellence.
Additionally, the TSD will oversee the successful transition of the services within their portfolio from legacy platforms to the Public Cloud, providing enhanced scalability and performance, at a lower total cost of ownership.
Key Responsibilities
Primary point of contact representing CCOD to the product management and development teams, supporting successful execution through the entire product lifecycle.
Directs the development, maintenance, and documentation of operational infrastructure components, applications, platforms, and/or externally-provided technology solutions.
Evaluates proposed system or service modifications to ascertain impact on existing processes or systems. Ensures evaluation and testing of changes to guarantee uninterrupted service.
Builds and manages a team of high qualified and competent systems engineers, and effectively utilizes centrally managed project management, solution architecture, technical writing, and security specialists aligned to support Nokia products and services.
Create and manage budgets while seeking opportunities for return on investment, analysis of total cost of ownership, and cost savings opportunities.
Directly responsible for managing project pipeline/intake. Identifies and plans resource allocation to meet internal operational and customer demands.
Analyzes technical or service-provision problems or deficiencies and manage through to resolution, directing internal, external or vendor resources as required.
Develops and presents detailed reporting on key performance indicators, service levels, project status, service availability/performance, and contractual performance of vendors.
Leads, inspires and motivates engineering team, establishes SMART goals supporting the CCOD strategic and tactical objectives, and ensures Professional Development and Succession planning is established and supported.
Participates in and leads calls for major service impacting incidents, providing overall guidance and direction for resolving operational issues, while looking for opportunities to improve service reliability, team competencies, documentation and processes.
Actively participates in the product roadmap discussions with his customers, providing constructive input and guidance, while ensuring the roadmaps are translated into guidance for the CCOD organization.
Effectively represents CCOD to internal and external audiences in various forums including internal roadshows, external tradeshows, and customer engagements. Is able to confidently describe the services provided by CCOD at the level appropriate for the specific audience.
Evaluate emerging technologies, keeps current with industry trends and innovations, and ensures the engineering team are informed and educated on technologies and methodologies being adopted by Nokia.
Scope
Drives the creation and implementation of group, departmental, and business unit operational strategies in support of Nokia’s business lines.
Responsible and empowered to make key business and technology decisions within responsibility area.
Oversees and is responsible for coordination, day-to-day management, and integration of the Service Platforms global technology services supporting Nokia’s web and mobile consumer facing offerings.
Impact
Impact is short to long term and directly influences business unit results and customer relationships.
Accountable for defining function/program goals, managing budget and cost performance and ensuring results through people and processes.
Desired Skills and Experience
10-12 years experience leading and growing a 24x7x365 global service delivery technology operations organization. Strong consumer and customer mindset required.
Familiarity with a broad range of systems development, infrastructure transformation, and technical operations management tools in Unix/Linux/Windows environments, including: Apache, MySQL, Oracle, Java, Perl, Tomcat, Python and a broad range of open source components.
Understanding of various methodologies for deploying, changing, documenting, and managing projects for technical operations, including various structured, standards based, and agile development methods.
Proven track record and deep understanding of setting standards and development transition procedures that deliver world-class systems infrastructure. Can lead the development of new technical processes, automation, and make recommendations for the improvement of existing processes.
Knowledge of technology infrastructure and services best-practices. ITIL experience valued.
Hands-on/practical technical experience planning, implementing, and/or maintaining a major technology operations function, such as server, network, or database administration.
Ability to work comfortably in highly varying levels of abstraction across business strategy, product & development strategy, high level technical design, detailed technical design and implementation.
Demonstrated leadership skills with the ability to work effectively at executive levels. Outstanding organizational & planning skills with the ability to anticipate and prevent crisis.
Experience in applying best practices to improve quality and cost of infrastructure services.
Demonstrated ability to work effectively in a fast-paced, high volume, deadline-driven environment.
Excellent verbal and written communication, interpersonal, conflict resolution, presentation, and customer service skills.
Strong structured project management experience, preferably in a highly dynamic and fast-paced environment.
Management experience with technical delivery teams in business-facing roles is highly desirable.
BS in Computer Science, Engineering, or equivalent degree from an accredited university.
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