Head of Cloud Network Services Quality

Head of Cloud Network Services Quality Nokia
• Coppell, TX, United States

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, strategic 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:
  Own and drive improvements for NPS, Voice of the Customer, and 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 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.

• 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 ISO 9001; 14001; 27001; TL 9000.
• 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.

• Familiar with transformation strategies and strategic change management.
• Experienced with 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.

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