HWSD Specialist
Nokia · Posted Oct 9
Mobile and fixed network infrastructure, IP routing, cloud, and telecommunications technology services
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About the role
The Hardware Services (HWS) function at Nokia manages hardware services transactions end to end, coordinating cross-functional teams to meet customer Service Level Agreements, mitigate delivery risks, and drive continuous service improvement. This role acts as the primary interface between HWS and the CARES Programme Manager and represents the customer to HWS teams. The HWSD Specialist owns transaction lifecycles, risk and escalation management, multi-vendor SLA alignment, performance reporting, and governance and compliance with contractual commitments.
What you will do
- Act as the primary point of contact between Hardware Services (HWS) and the CARES Programme Manager
- Ensure successful delivery of HWS services and achievement of agreed customer outcomes.
- Manage the end-to-end HWS transaction lifecycles, from initiation through completion.
- Identify, assess, and mitigate risks that could impact service delivery or SLA achievement.
- Monitor operational performance and drive adherence to customer Service Level Agreements (SLAs).
- Lead resolution of service issues, delays, and escalations through cross-functional collaboration.
- Provide regular status updates, risk assessments, and performance reporting to stakeholders.
- Drive continuous improvement initiatives to enhance service quality, efficiency, and customer satisfaction.
- Support governance activities and ensure compliance with contractual and operational commitments.
- Represents the customer to the Hardware Services (HWS) teams.
- Ensure service levels from back-to-back multi-vendor agreements meet customer SLAs and resolve delivery discrepancies.
- Resolve customer escalations and billing-related issues.
- Work effectively in mixed environments, applying best practices and in-depth business knowledge to improve services.
- Act as a professional advisor and mentor for staff, potentially leading projects or small teams and managing day-to-day staff issues.
Skills used in this role
What the employer is looking for
- Possess a bachelor’s degree in business, Engineering, IT, Telecommunications, or a related field, with 5+ years of experience in customer, account, service delivery, or program management, including enterprise customers and executive stakeholders.
- Demonstrate strong customer relationship management, stakeholder engagement, communication, negotiation, problem-solving, project/service delivery management, risk/escalation handling, and commercial business acumen, with preferred certifications such as ITIL, PMP/PRINCE2, or Agile.
Benefits and support
- Compensation and benefits are detailed in the job posting
About Nokia
Nokia Corporation is a multinational telecommunications, information technology, and network equipment provider that delivers critical infrastructure solutions across mobile, fixed, and cloud networks. Known for its historical roots and ongoing global presence in connectivity, the company enables advanced network automation, AI-optimized data center infrastructure, and 5G/6G technology for communications service providers and enterprises worldwide.
- Industry
- Telecommunications
- Company size
- 78005 employees
- Founded
- 1865-05-12
- Location
- Espoo, Finland
- Funding stage
- Public Company
Leadership
President and Chief Executive Officer (CEO)
Chief Financial Officer
Chief Technology and AI Officer
President of Network Infrastructure
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