Customer Project Management (CPM) ensures customer projects / programmes are delivered within agreed scope, budget, schedule, and quality. Contains projects throughout all phases, starting from delivery approach identification to completion / care / operation. Comprises management of customer (and all stakeholder) relationships and expectations during the contract fulfilment as well as project team members / resources. Contains project risk management, and driving of improvement actions to secure project gross margin and upselling and cross-selling.

•Manages customer programme (collection of projects managed together for business benefits) or project* for a defined product and / or service scope for a medium / large and / or complex customer contract with medium / high risk probability.
•Contract might be defined as key project by BG / market. Delivers the operational and project single/multiple BG / BUs scope to the customer.
•Ensures all project and operational management is in full alignment with Nokia Mode of Operation (MoO), BG / BL guidelines and the PM@Nokia methodology.
•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 customisation 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 and may perform some line manager responsibilities.
•Completes the project closure and / or handover as required (for example, complete contractual requirements, post calculation, lessons learned). (The term customer project refers generally to all forms of Nokia customer contracts, projects with a definitive start and end, and programmes as collections of projects managed together for business benefits which may contain an ongoing operations business).

•Other activities include managing Maintenance Windows, creating Maintenance Window documentation, creating Power Point Deck for status reporting, and being the single point of escalation for project issues.