Customer Program Manager (Services Delivery)

at  Cisco Systems

We are seeking a Customer Program Manager, Customer Delivery to lead Customer Experience (CX) services delivery for a high-profile Web-Scale/ Cloud Service Provider customer. You will orchestrate the delivery of services, providing the vision, strategy, governance and business guidance to ensure services are delivered following Cisco’s standards and to the customer’s satisfaction.

WHAT YOU’LL DO

You will be responsible for a program of services covering both CX Professional Services and Expert Care Services. You will provide leadership and oversight to ensure services are delivered on-time, within budget, and with high quality while achieving customer satisfaction. You will align with the Customer Experience Leader and Customer Experience Manager to understand the customer’s Technical Adoption Plan and end-to-end adoption plans to understand and align on opportunities to utilize Customer Experience resources to help drive customer adoption of Cisco Services, Software, and Products. While the role is an individual contributor role you will lead a matrix team of resources assigned to the various projects and services to provide vision, strategy, governance, and business objective alignment. You will facilitate proper communication with the customer to communicate the value of delivered services within the program. You will be the first point of escalation for components of the program working with Project Managers and High Touch Operations Managers to ensure customer satisfaction.
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Perform overall program-level planning, resource management, stakeholder engagement, communications planning and oversight of interdependent projects ensuring smooth transition to Operations

• Act as a mentor and first point of escalation to Project Managers
• Identify opportunities for additional business, provide input to presales evaluation, requirements gathering, and renewals
• Assist in scoping of new services and validating quoted scope aligns with communicated activities and services.
• Identify risk, issues and develop risk response strategy at the program level
• Lead the execution of contract Change Management process at the program level
• Manage partner/subcontractor delivery and commercials

Twelve (12) + years industry experience in a project and program management environment in a networking or Service Provider role

• 3 years experience leading large programs
• Successful demonstration of managing large scale budget or P&L
• Twelve (12) + years industry experience in a project and program management environment in comparable industry, ideally (not required) in an IT/Telco centric organization
• Working knowledge of two or more of the following technology families: Routing & Switching, Service Provider Networking, Data Center Switching, or Network Security