SME - Service Management (ITIL) Expert

2 weeks ago

Sydney, New South Wales, Australia Nokia Group Full time
About the Role

We are seeking a highly skilled and experienced Subject Matter Expert (SME) - Service Management as per ITIL V4 framework who will play a pivotal role in driving the transformation of our Managed Services business.

Key Responsibilities
  • Operational Expertise: Provide deep technical knowledge and expertise MS operation, including network operations, service management, and customer experience.
  • Transformation Leadership: Actively contribute to the MS transformation by identifying and implementing process improvements, automation opportunities, and innovative solutions.
  • Collaboration with DevOps: Work closely with DevOps teams to ensure seamless integration of new tools, processes, and methodologies into existing Telco MS operations.
  • Strategic Planning: Assist in developing and executing the transformation roadmap, ensuring alignment with overall business objectives and customer needs.
  • Stakeholder Engagement: Collaborate with transformation stream leads and product owners to define requirements, set priorities, and achieve key deliverables.
  • Continuous Improvement: Identify opportunities for operational efficiency, cost reduction, and enhanced service delivery through continuous process improvement initiatives.
  • Training and Knowledge Sharing: Mentor and train operations team members on new technologies, tools, and processes introduced as part of the transformation.
  • Customer Focus: Ensure all transformation activities are customer-centric, delivering measurable improvements in service quality and customer satisfaction.
  • Reporting and Documentation: Prepare and maintain comprehensive documentation of transformation initiatives, including progress reports, metrics, and success stories.
Qualifications
  • Education: Bachelor's degree in Telecommunications, Information Technology, or a related field. Master's degree or relevant certifications are a plus.
  • Experience: Minimum of 8 years of experience in MS Operations, with at least 3 years in a leadership or SME role.
  • Technical Skills:
    • In-depth knowledge of network operations, including Core/OSS/BSS systems, network management, and service assurance.
    • Proficiency in DevOps practices, including CI/CD, automation, and infrastructure as code.
    • Familiarity with cloud technologies and digital transformation methodologies.
  • Soft Skills:
    • Strong analytical and problem-solving skills.
    • Excellent communication and interpersonal skills.
    • Ability to work effectively in cross-functional teams and manage multiple stakeholders.
  • Certifications: Relevant certifications such as ITIL, PMP, DevOps, or Agile are highly desirable.
About Nokia Group

Nokia Group 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.

Nokia Group offers 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 Group is committed to inclusion and is an equal opportunity employer.

We have received the following recognitions for our commitment to inclusion & equality:

  • One of the World's Most Ethical Companies by Ethisphere
  • Gender-Equality Index by Bloomberg
  • Workplace Pride Global Benchmark

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