Customer Project Manager

**Deploy Customer Project Manager (hybrid)**:
**Job Description / Responsibilities**:
**General**:
- Manages customer project* for a defined product and / or service scope for customer contract. Contract might be defined as 'key project' by BG / market.
- The term "customer project" refers generally to all forms of Nokia customer contracts, projects with a definitive start and end.
- Delivers the operational scope to the customer.
- Plans customer project and keeps plan updated to reflect and anticipate changes by coordinating change management on all aspects affecting cost, scope, schedule and quality (CSSQ).
- Assures consistency among project financial, product and service forecast activities.
- Participates in pre-sales and sales process activities. Determines delivery approach alternatives and manages the selection of the final recommended approach to delivery.
- Ensures hand over from Sell to Execute and from Delivery to Care is done and monitors progress against it.
- Ensures project contract management process is initiated and executed.
- Defines the customization of any global operational processes together with relevant point of contacts to meet project requirements (for example, network operations, supply chain, logistics, and acceptance).
- Manages the customer relationship during delivery, and serves as the primary interface towards the customer in all activities related to the own scope of the contract, including customer complaints, corrective actions, and changing requirements.
- Prepares a clear and effective communications plan and ensures proactive communication of all relevant information to the customer and to all stakeholders.
- Monitors and controls that the project is delivered within the approved budget, profitability forecast, and planned scope.
- Ensures that the project meets all objectives for quality and looks continuously for quality improvement and customer satisfaction.
- Actively applies appropriate best practices and lessons learned throughout the life of the project.
- Monitors, controls and reports KPIs defined in customer contract.
- Ensures data in all project-related tools and repositories is kept up-to-date and with high quality.
- Conducts thorough risk management for all project risks and opportunities.
- Seeks to define new opportunities to expand and renew contracts with the customer.
- Leads the project team.
- Completes the project closure and / or handover as required (for example, complete contractual requirements, post calculation, lessons learned).
**Detailed Description**:
Displays a knowledge across all PM functional areas and is accountable for excellence, including:
Customer Relationship & Interaction
- Provide interface to customer executives for operational delivery obligations, management reviews, reports, and escalations.
- Be the single point of accountability for operational performance delivery and customer escalations.
- Ensure responsibility for the overall success of planning and implementing a project that meets customer needs.
- Ensure escalation communication plans and calling lists are implemented.
- Executive Governance: Perform Quarterly Project performance reviews with internal and external stakeholders.
- Operational Governance: Perform weekly and/or monthly Operations reviews.
- Ensure customer input to the project is received in a timely and effective manner in order to meet project objectives and schedules.
- Obtain customer input sign-off of completed deliverables and formal customer acceptance of project completion, operational deliverables, and closure of improvement plans.
- Monitor customer expectations.
- Achieve maximum customer satisfaction and as such build a long-lasting relation with the customer.
Strategy and Planning, Delivery, & Closing
- Prepare appropriate Project Management Plans as well as Service Improvement Plans, when required, that are in line with PMI Project Management methodology and processes.
- Provide ongoing improvements in project management methodologies tools & processes to meet business and customer needs.
- Identify and understand the impact of other corporate processes and policies that affect the project.
- Propose contingency plans in anticipation of potential problems (risk identification/management) and corrective action plans when not tracking against the delivery plan.
- Manage the delivery model, project structures and plans for projects.
- Monitor implementation of Blueprint processes and Tools; partner with Delivery Teams for the implementation of project requirements and aligned processes. Measure process adherence.
- Ensure the readiness plan implementation across domains (note: input collected from pre-sales phase, installed base, headcount, budget).
- Interface with the Local and Global Delivery organizations and act as the single point of contact for the project requirements on scope, cost, schedule, quality, and SOW/JOP/OLAs.
- Ensure scope is in line with deliverables and

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