Role and Responsibilities
- Lead the global service delivery experience to the customer - single point of ownership and
accountability for all customer service delivery related activities
- Assure customer outcomes across lifecycle of Plan/Build/Manage
recognition, manage efficiencies, drive productivity, manage projects successfully while meeting
revenue and cost budgets
- Maximize customer loyalty and satisfaction with key customer stakeholders by driving value in
service delivery
- Implement industry leading practices (e.g. ITIL Incident Management) around service delivery
- Adopt and leverage Cisco best practices around tools, automation, workflows, and process to
ensure successful delivery to customers - standardize and replicate where appropriate
- Successfully engage and manage partner capabilities and resources as part of the customer
experience
- Influence customer level services strategy, in conjunction with customer sales leadership
- Develop delivery strategy in alignment with services strategy
- Successfully partner with customer sales leadership and key Cisco stakeholders to execute 1-3
year integrated account plan
- Apply Cisco solutions to customer's business drivers
- Establish and maintain customer executive relationships - senior-most decision makers within
the business (e.g. VP Engineering, VP Operations)
- Build and manage global direct and matrix teams for customer execution
- Set a vision, strategy and execution plan for team members
- Develop leadership and general management skills within teams to enable seamless succession
planning, personnel development, and continued evolution around delivery quality. Build future
client leaders within and outside of delivery teams.
• Cross-Functional Effectiveness – leverage resources across Cisco and customer to ensure
success
Minimum Qualifications
• 10 + years of Service Delivery experience in the telecom industry (e.g. IT domain expertise)
• Understand finance and P&L process and standards
• Previous exp with engaging at all levels within the customer's organization
• Previous exp building and maintaining strong relationships with customer to ensure
success
• Previous exp building and managing highly effective teams
Desired Skills
• 4 yr degree
• Technical & Business certifications (e.g. ITIL, CISSP, PMP, CCIE)
• Working knowledge of Cisco service capabilities and offerings across services portfolio - ability to
engage subject matter expertise as appropriate
• Successfully navigate across Cisco and customer landscape to drive mutual success - understand
and manage political realities to achieve goals
• Knowledge of Cisco Architectures
• Working knowledge of IT standards/frameworks (e.g. ITIL, eTOM) and trends (e.g. cloud)
• Excellent verbal, written, and presentation skills
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