Customer Delivery (IT Service Management) (UDF)

Job Description

Senior Manager, Customer DeliveryThe Business EntityThe Cisco Managed Services (CMS) organization seeks a Senior Manager - Customer Delivery to lead a team of extremely talented engineers supporting strategic accounts. This is a superb opportunity for someone with grit and a conscientious view of the customer, partner, and internal stakeholders to hone their skills and advance their career, delivering value while working with an industry leader in technology. The successful candidate will have a track record and desire to lead customer delivery teams supporting global customers and partners.The TeamAs part of the CMS organization, you will be part of a dynamic, fast paced, and encouraging team that will build you up as you deliver managed services to some of Ciscos biggest customers. You will be given the opportunity to work alongside many of Ciscos Technical and Sophisticated Service organizations and will receive outstanding insights into the IT services industry, across the service delivery lifecycle.What You ll DoBecome a part of the CMS Family. CMS simplifies the ongoing management of Cisco s Sophisticated Technologies, improves the business benefits, and significantly reduces Total Cost of Ownership (TCO) for our customers. We are a dedicated team that works together to anticipate, identify, and resolve issues faster, more accurately, being less expensive, and with more visibility than customers can on their own. All CMS team members are encouraged to actively engage in the following areas:
• Understand and meet customer agreements (SLO/SLA/commitments)
• Follow and participate in the improvement of established team processes
• Identify and adhere to cost reduction measures
• Understand ITIL framework (Event, Incident, Change & Problem Management)
• Collaborate with peers and cross-functional teams
• Stay current and up to date with the knowledge required to perform the role effectively
• Participate in regular sync ups with team members and stakeholders
• Actively share/ develop innovation and automations for continued improvement
The CMS Senior Manager will lead Network Operations Center (NOC) teams that deliver Pro-active Monitoring & Remote Management Services. The Senior Manager takes accountability for the end-to-end customer and partner experience and is the technology tower escalation point of contact. Serving in a liaison role, you will create a bridge that connects the technical and business perspectives of customer and partner engagements.Roles & ResponsibilitiesIn this highly visible role as a Senior Manager, Customer Delivery of CMS, you will:
• Lead senior professionals Managers/ People Leaders, Incident Managers, Technical Leaders, Team Leaders, and senior engineers
• Provide Thought Leadership and Encourage Disruptive and Bold behavior to foster Innovation and Out-of-the box thinking
• Drive quality and strong results on KPIs & KRAs and deliver customer satisfaction
• Workload management among team members, including implementation of innovative ticket/case management techniques, process improvements and automations
• Assumes a leadership role in Cisco Services or cross-functional teams to drive service delivery and/or product improvements
• Participates in major cross-functional projects and initiatives impacting Cisco business, product, or service leadership
• Create an environment and drive the culture of Inclusion, Diversity and Fun
• Promote the CMS and Cisco brand through Internal & Industry Recognitions and participation in Cisco/ External events
• Work in a collaborative manner with your local and global peer group
• Identify and work on issues that affect worldwide CMS teams
Who You AreYou require little oversight to achieve your goals and meet your objectives. You work well with others and are truly a teammate. Technical knowledge and customer happiness are your DNA. You have excellent verbal and written communication skills. You can see the big picture even when analyzing multiple sophisticated factors. You can lead the resolution of major incidents by providing leadership and accountability, and actively engaging Cisco and Customer/ Partner or 3rd party teams.Minimum Qualifications
• Typically requires BE or B.Tech or equivalent with 15+ years-related experience
• Experience in Technical/ Professional/ Managed Services with knowledge of Cisco products and solutions
• Experience in as-as-Service delivery to Enterprise and Financial Service customers
• Certifications: IT Service Management, Cloud, Project Management, Cisco
• Possess Senior Manager experience, as a Manager of Managers (desirable)
• Possess 2 to 4 years experience of managing a Network Operations Center (NOC)
• Proven business and technical expertise and extensive customer service engineering experience
Desired Skills
• Demonstrates strategic skills
• Demonstrates industry awareness
• Operational mind-set and disposition
• Comfortable working in a dynamic and evolving organization and service
• Ability to formulate and deliver complex presentations
Why CiscoWe connect everything: people, processes, data, and things. We innovate everywhere, taking ambitious risks to shape the technologies that give us smart cities, connected cars, and handheld hospitals. And we do it in style with excellent personalities who arent afraid to change the way the world works, lives, plays and learns. We are leaders with vision, tech geeks, pop culture aficionados, and we even have a few purple haired rock stars. We celebrate the creativity and diversity that fuels our innovation. We are dreamers and we are doers.,

Keyskills :
total cost of ownershipmanager of managersit service management