IT Performance Manager

Job Description

IT Performance Manager will own critical business processes and collaborate with cross-functional teams to drive development, improvement, and maintenance initiatives. This role is pivotal in maintaining and reporting on the effectiveness of these processes, ensuring they align with our organizational goals. Create impactful outcomes for our business and customers. Will focus on enhancing the efficiency, reliability, and continuous improvement of IT services, directly contributing to Nokia’s mission of delivering innovative technology solutions.

How You Will Contribute And What You Will Learn

• Monitor and analyze service performance using KPIs and metrics to provide actionable insights
• Act as a liaison between business units, suppliers, and IT teams to negotiate and manage service level agreements
• Prepare accurate and regular performance reports to inform management on service delivery
• Drive continual service improvement initiatives by identifying opportunities based on performance data
• Own Service Level Management processes following the ITIL v4.0 framework, defining objectives and metrics
• Lead process improvement projects to enhance overall service efficiency and effectiveness
• Onboard and integrate new vendors into the existing IT landscape to expand and improve service offerings
• Collaborate with IT Digital Office teams to establish governance and measure the performance of service providers
  
  

Key Skills And Experience

You have:

• Degree in Engineering, Computer Science or related field from recognized university
• 5 years of experience in IT performance or service management
• Expertise in ITIL framework (V4) for service lifecycle management
• Proven ability to define SLAs/OLAs and manage metrics/KPIs
• Track record of driving process improvements
  
  

It would be nice if you also had:

• Knowledge of performance improvement frameworks (e.g., TQM or Six Sigma)
• Understanding of IT Management methods, tools, principles, and standards (e.g., Lean, Agile, DevOps)
• Experience with Key IT frameworks and managed large-scale IT operations with complex contracts
  
  

About Us

Come create the technology that helps the world act together

Nokia 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

What we offer

Nokia 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 is committed to inclusion and is an equal opportunity employer

Nokia has received the following recognitions for its commitment to inclusion & equality:

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

At Nokia, we act inclusively and respect the uniqueness of people. Nokia’s 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.

Join us and be part of a company where you will feel included and empowered to succeed.

About The Team

Strategy and Technology lays the path for Nokia’s future technology innovation and identifies the most promising areas for Nokia to create new value. We set the company’s strategy and technology vision, offer an unparalleled research foundation for innovation, and provide critical support infrastructure for Nokia.