Head of Cloud Network Services Quality

This 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. This role will also help establishing a culture of quality ownership across functions, ensure organizations drive measurable improvements in product performance and sales / service delivery, and align all stakeholders around a unified quality vision that earns customer trust, accelerates adoption, and strengthens CNS’s 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, mission, strategical pillars, tactical activities with relevant KPIs & Metrics for a measurable impact.
• CNS Quality Leadership and Strategy, Quality representation as CNS Q to multiple Nokia level forums & governance
• Lead/conduct E2E quality deep dives and CNS improvement initiatives spanning across organizations (with support from the quality representatives from Product Engineering, GBC, and Service & Care, ECE, NMP).
• ISO 9001 and TL9000 Compliance: Ensure compliance with ISO 9001, TL9000 standards, coordinate certification processes, and keep abreast of changes in industry requirements. 
• Supplier Quality Management: Partner closely with suppliers to define quality requirements, assess performance, and implement improvement programs. Drive supplier development to ensure consistency and reliability in the supply chain.
• Customer-Centric Quality: Owns and drives improvements for NPS – Voice of the customer, as well as, representing CNS in cross BG
  quality related topics and initiatives
  Data-Driven Quality: Leverage analytics, proactive monitoring, and customer feedback loops to continuously enhance e2e performance
  through challenging all teams with very focused dashboards and KPIs
  Cross-Functional Leadership: Align sales, product, R&D, and service delivery teams around a common quality framework, KPIs, and
  improvement programs by driving an e2e Continuous Improvement Forum addressing cross-functional systemic repeatable issues
  Quality Evolution: Sustain QMS (Quality Management System), modernize and evolve it to meet the growing needs of CNS strategy

Must Have: 

• University Degree or equivalent education in Computer Science, Software Engineering, Telecommunications , or other corresponding area  ( or management)

• Experience in quality management; project/program management, and management systems ISO9001; 14001; 27001 ; TL9000;

• Experience in SW development; understands cross-site or cross domain product development principles and management within CNS and Nokia
• Understands centralized and localized models and principles of Service and care delivery in Nokia
• Proficient and Experienced in structured problem solving; improvement definition, streamlining, deployment
• Quality management related certification like Lean; six sigma; quality system auditing would be a plus. 

• Familiar with transformation strategies and strategic change management

Good to Have:

• Familiar with transformation strategies and strategic change management

• Experienced with the Agile development

• Understanding of Quality Framework and principles

• Experience in development and deployment of a standard “best practice” framework.

• Understands how to measure success in change using reporting metrics, status, and critical KPIs

• Good Understanding of CNS products, portfolio offerings and evolution 

• Clear understanding or experience with Quote to Cash ; Create – Sell -Deliver- Execute process landscapes

• Experience of interfacing with customers on both Sunny and Rainy day situations