Head of Cloud Network Services Quality

Overview

Head of Cloud Network Services Quality – Nokia

Join to apply for the Head of Cloud Network Services Quality role s role will help champion and safeguard end-to-end quality across the entire customer journey — from sales engagement, product design, and engineering development, through deployment, services, and care — ensuring CNS solutions deliver consistent excellence, reliability, and customer value. The role also helps establish a culture of quality ownership across functions, drives measurable improvements in product performance and sales/service delivery, and aligns stakeholders around a unified quality vision that earns customer trust and strengthens CNS leadership in Cloud and Network Services.

• Lead CNS Quality in active collaboration with quality representatives from Product Engineering, GBC, and Service & Care.
• Define and lead CNS quality strategy, from vision and mission to strategic pillars and tactical activities with KPIs & metrics for measurable impact.
• Represent CNS Quality in Nokia level forums and governance bodies.
• Lead and conduct end-to-end quality deep dives and CNS improvement initiatives spanning multiple organizations (with support from quality representatives from Product Engineering, GBC, Service & Care, ECE, NMP).
• Ensure ISO 9001 and TL9000 compliance; coordinate certification processes and stay current with industry requirements.
• Partner with suppliers to define quality requirements, assess performance, and implement improvement programs; drive supplier development for consistent supply chain reliability.
• Own and drive improvements for NPS and Voice of the Customer; represent CNS in cross-business-group quality topics and initiatives.
• Leverage analytics, proactive monitoring, and customer feedback loops to continuously enhance end-to-end performance with focused dashboards and KPIs.
• Align sales, product, R&D, and service delivery teams around a common quality framework, KPIs, and improvement programs via an end-to-end Continuous Improvement Forum.
• Sustain and modernize the Quality Management System (QMS) to meet CNS strategy needs.

• Must Have:
  University degree or equivalent in Computer Science, Software Engineering, Telecommunications, or related field (or management).
• Experience in quality management; project/program management; and management systems ISO 9001; 14001; 27001; TL9000.
• Experience in software development; understanding cross-site or cross-domain product development within CNS and Nokia.
• Understanding of centralized and localized service and care delivery models in Nokia.
• Proficient in structured problem solving, improvement definition, streamlining, and deployment.
• Quality management certifications (e.g., Lean, Six Sigma) are a plus; experience in audits is beneficial.
• Familiar with transformation strategies and strategic change management.

• Good to Have:
  Familiarity with transformation strategies and strategic change management; experience with Agile development; understanding of Quality Frameworks and principles; experience developing and deploying a standard “best practice” framework; ability to measure change using KPIs and reporting metrics; good understanding of CNS products and portfolio evolution; understanding of Quote to Cash and related process landscapes; experience interfacing with customers in varied situations.

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 capabilities for a more productive, sustainable, and inclusive world.

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