Director - SP Services Delivery team

Job Description

Cisco Customer Experience Center - APJC is a globally diverse organization that delivers Technical Support Services, Customer Success, Professional Services and Optimization Services at scale, while tackling some of the most complex challenges for Cisco s global Customers and Partners across the Onboard, Implement, Use, Engage, Adopt and Optimize stages of the Customer Lifecycle.This opportunity is for the role of a Director to lead Communications Service provider (SP) Technology Support Services Delivery team based out of Bangalore, India, Supporting Global Customers.This role will report to the Sr director, TAC Bangalore CX Centers.The Support Services Leader will:
1. Make CX customer s #1 choice: Accountable for setting and delivering consistent and best quality outcomes to customers, partners and Cisco Stakeholders. Customers of the future will be driven by best-in-class customer experience and you will be at the forefront of leading and driving Cisco CX in becoming customer s #1 choice powered by Cisco s insights, digital capabilities and intellectual capital
2. Operational Excellence at Scale: Drive successful delivery of Support from India across industry leading solutions in SP technology spanning across Routing, Mobility gateways & S/w solutions. Execute on global delivery methodology, readiness and Portfolio to drive continuous delivery efficiency through innovation and relentless automation. Implement strategic changes to delivery process, workflow, tools and automation across all delivery types partnering with our global organizations. Drive and manage delivery capacity and capabilities to meet business and customer needs. Ensure delivery readiness for New product introduction and relevant cross architecture/technology incubation and acquisition integration
3. Manage and Develop a diverse and inclusive talent pool: Manage development of Support employees across Cisco s key technologies. Lead the organization in active listening and career development with a comprehensive focus on building diverse, role-relevant technical, business and leadership skills. Ensure right level of skills (Technical and People), expertise and capacity exist to support the business. Drive CX in identification and development of capabilities and skills of the future.
4. Industry and Professional Engagements: Build strategic relationships via participation in external conferences and professional/technical development events to energize the Cisco Customer Experience brand and build perspective and expertise. Participate in Cisco s Local Leadership forums to develop & represent Cisco s brand.
5. Accelerate Employee Engagement: Lead and execute talent strategy to Attract, Develop and Retain a diverse talent pool. Drive business impact by being a diverse and broad leader who actively engages and motivates employees and business partners in ways that makes them feel welcomed, valued, respected and heard.
6. Interlocks and Partner management: Drive interlocks with cross-functional teams like Engineering, IT, Sales, Operations, Product Management, Marketing, CX Theatres and Architecture teams. Build partnership with Engineering team in delivering high quality products, increased serviceability and improve overall customer experience. Key stakeholders include TAC Engine, CX Theatres, Engineering Escalation teams, Sales and Partners teams.
Who You ll Work WithGlobal leaders with experience across multiple industries and domains under their belt. They are technology experts in their own right with some of them with Technology patents to their name. Architects and Technical leaders who solve some of the most complex problems for our customers and have designed bleeding edge Enterprise, Service Provider, Data Center, Security and Collaboration solutions around the world. We would say more than half the world s internet traffic traverses through networks that some of these Architects and Technical leaders have had a hand in creating. They are also innovators and dreamers with industry awards, speaking engagements at premier global events, patents and even IETF drafts in their kitty!. And the best part ! when they are not hard at work, you will find them belting a tune at the Chai point on campus or putting on a performance for one of the many events on campus.Who You Are
• Inclusive, Strategic and insightful leader with a perspective of delivering excellent customer outcomes.
• Ability to develop a vision and differentiated strategies that position the organization for long-term success.
• Significant large team management experience
• Solid understanding and experience of services and its future
• Demonstrated awareness and understanding of diverse perspectives in order to drive productivity.
• Talent for mentoring and developing a robust team and building pipeline of talent.
• Building diverse teams with varied strengths by utilizing innovative approaches with tangible actions to attract, retain, develop, and engage people.
• Ability to break down barriers to collaboration and partnership, in a global and highly sophisticated environment.
• Success in a high tech, customer centric culture while creating an environment where employees thrive.
• Fun-loving leader who doesn t mind singing a song or shaking a leg
Job Requirements
• 15+ years of experience
• Located in Bangalore, India
• Frequent business travel
Why Cisco#WeAreCisco, where each person is unique, but we bring our talents to work as a team and make a difference. Here s how we do it.We embrace digital, and help our customers implement change in their digital businesses. Some may think we re old (30 years strong!) and only about hardware, but we re also a software company. And a security company. A blockchain company. An AI/Machine Learning company. We even invented an intuitive network that adapts, predicts, learns and protects. No other company can do what we do you can t put us in a box!But Digital Transformation is an empty buzz phrase without a culture that allows for innovation, creativity, and yes, even failure (if you learn from it.)Day to day, we focus on the give and take. We give our best, we give our egos a break and we give of ourselves (because giving back is built into our DNA.) We take accountability, we take bold steps, and we take difference to heart. Because without diversity of thought and a commitment to equality for all, there is no moving forward.,

Keyskills :
new product introductiondata centerglobal eventsteam managementglobal deliverysupport servicescustomer centrictechnical supportproduct managementcareer developmentcontinuous delivery