Experience:
5+ years of experience
Concerned about your lack of experience? Learn More...
Employment Type:
Full time
Posted:
6/18/2019
Job Category:
Customer Service
1255590 Customer Services Delivery Manager
(This job is no longer available)
Cisco | Glendale, CA
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Job Description

* Must be a US Citizen to be considered for this role*

What You'll Do

The Customer Service Delivery Manager is responsible for setting the strategic services direction that anticipates and addresses the business and technology needs for our top strategic customers. This plays a leadership role in critical delivery engagements, ensuring operational excellence in service delivery execution and to assure customer objectives and business, innovation and operational outcomes are achieved. Influencing customer decision making via compelling points of view and thought leadership on technology drivers for their business and has a high degree of credibility with both their business and IT executives. As a trusted advisor, you will assess the customer requirements, influence service delivery methods and execute improvements through the eyes of the customer.

* Establish an executive level presence with customers and become a trusted advisor to influence technology and budget decision-makers across the highest levels of their organization; maintain key executive (ex: VP, CxO) relationships and directly influence CIO/CTO
* Build deep relationships with customer senior leadership, partners and the extended Cisco account team members in achieving their goals; influence customer line of business (LoB) executives around technology strategy, bridging the gap to IT; influence and work with customer procurement - understand process, commercial terms, etc.
* Create an overall vision and strategic plan for the customer's success in applying, using and adopting Cisco technology to achieve their business outcomes
* Responsible for executive communications to the customer and to Cisco senior leadership
* Lead service delivery experience to the customer - single point of ownership and accountability for all customer service delivery related activities and interaction
* Lead and manage a diverse team of Program Managers, Project Managers and Engineers responsible for delivering high quality services and outcomes to our customers in State, County, and Educational institutions
* Manage customer level profitability - manage and report contract metrics, identify new revenue opportunities, drive revenue recognition, manage efficiencies, drive productivity, manage projects successfully while meeting revenue and cost budgets


* Assure customer outcomes and customer satisfaction with service delivery, drive value in service delivery and maximize customer loyalty with key stakeholders


* Successfully partner with customer sales leadership and key Cisco stakeholders to develop and execute 1-3 year integrated account plans and regional expansion strategies that results in business growth


* Collaborate with sales teams and innovation teams to maximize profitability and revenue opportunities within service solution areas

Operational Excellence

* Capture and articulate value with key stakeholders (e.g. QBR/JBR)
* Implement industry leading practices (e.g. ITIL Incident Management) around service delivery
* Measure relevant key performance indicators (e.g. SLAs, availability)
* Adopt and leverage Cisco best practices around tools, automation, workflows, and process to ensure successful delivery to customers - standardize and replicate where appropriate
* Influence and challenge the customer's thinking to develop better solutions to business and IT objectives

Innovation / Change Advocacy

* Innovate around delivery process, engagement models, business management, and customer intimacy - demonstrate improvement in business execution and be seen as a go to resource in helping shape portfolio and technology direction
* Lead internal cross-functional teams to drive programmatic improvements with impact throughout the organization
* Provides thought leadership as part of customers extended leadership team
* Influence Cisco Engineering and Marketing direction and roadmaps to align to customer requirements and care-abouts
* Develop and shape new business model solutions to meet customer needs (e.g. as-a-service, new consumption etc.)

Who You'll Work With

The Business Entity

Customer Experience US Public Sector SLED West--This opportunity involves helping to shape the customer's vision and achieve outcomes leveraging best of breed technology in collaboration, networking, security, and cloud. The qualified candidate will be able to have an impact on the State, Local, and Education (SLED) market and help them transform to meet their mission.

The Team

The Delivery team provides emerging solutions and architectures to customers - along with cutting edge consulting to insure customer success. Our team members work collaboratively and together to deliver business outcomes to our customers, along with the resources to insure personal and professional growth.

Who You Are

You've got experience advising customers, managing complex delivery engagements and supporting the consultative sales process. You develop deep and trustworthy relationships with all of your stakeholders. You have a reputation of delivering projects on time and within budget that result in glowing customer references and team members who want to do it all over again. You have good analytic and decision-making skills. Your strong communication skills and high emotional intelligence help you influence others.

Our minimum requirements for this role:

* Executive Level Strategy Development


* Expert skills in delivery management
* Ability to influence decisions related to services and technologies across customers IT and Lines of business
* Financial and Business Acumen - knowledge, skills and understanding, of business process, tools and concepts required to make sound decisions. (e.g. investment ROI)
* College Degree (Bachelor, Masters) - technical or business
* 10+ years relevant industry related experience
* Ability to establish and maintain key executive (ex: VP, CxO) relationships and directly influence CIO/CTO
* Successfully navigate across Cisco and customer landscape to drive mutual success - understand and manage political realities to achieve goals
* Must be located in Los Angeles, CA metropolitan area
* Local driving required ~25-30% to visit customers within the LA metro area

Why Cisco

At Cisco, each person brings their unique talents to work as a team and make a difference.

Yes, our technology changes the way the world works, lives, plays and learns, but our edge comes from our people.

* We connect everything - people, process, data and things - and we use those connections to change our world for the better.
* We innovate everywhere - From launching a new era of networking that adapts, learns and protects, to building Cisco Services that accelerate businesses and business results. Our technology powers entertainment, retail, healthcare, education and more - from Smart Cities to your everyday devices.
* We benefit everyone - We do all of this while striving for a culture that empowers every person to be the difference, at work and in our communities.

Colorful hair? Don't care. Tattoos? Show off your ink. Like polka dots? That's cool. Pop culture geek? Many of us are. Be you, with us! #WeAreCisco

* LI-VL1

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About Cisco

Our employees' revolutionary ideas impact everything imaginable - from entertainment, retail, healthcare, and education, to smart cities, smart cars, and the Internet of Everything.

Here, that means you’ll take creative ideas from the drawing board to develop powerful solutions that have real world impact. You’ll interface with Cisco leaders, partner with experienced mentors, and develop incredible relationships with colleagues who share your interest in connecting the unconnected. Be part of a team that cares about its customers, enjoys having fun, and takes part in changing the lives of those in our local communities. Come prepared to be inspired.