Expression of Interest - Leader, Customer Delivery

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  • Location:
    North Sydney, Australia
  • Area of Interest
    Customer Experience
  • Job Type
    Professional
  • Technology Interest
    *None
  • Job Id
    1431974
Expression of Interest - Leader, Customer Delivery
Cisco Systems Australia Pty Ltd

Application Date Open from 8 November 2024 to 9 December 2024
Role Type - Full time
Location - Sydney, Australia

What You'll Do
Customers are in a unique position to help businesses with their digital transformation, but they are also in the midst of their own transformations. As they transform, they need their suppliers to be aligned with their evolving business needs. New technologies and unprecedented demand for scalability are making it harder to manage infrastructure complexity, especially in light of today’s IT cost pressures.

Many customers are asking, “How do I maintain a high level of business continuity—and do more with less?” Everybody wants to keep their business processes running, accommodate new technologies, and hold the line on costs. Customers are also looking for ways to simplify their engagement with service suppliers and reduce their effort in managing incidents.

Expert Care helps customers managing incidents but also provide guidance and support to help achieve their desired operational goals and objectives. With a service model that is with them throughout their entire solution journey, customers are assured that delivery teams are coordinated, communicating, committed to key performance indicators, and employing common tools and processes

This role is to lead the Expert Care delivery team, made of technical and non technical experts across Australia and New Zealand.


Who'll You'll Work With
Expert Care is a fast paced profitable and well established in Customer Experience (CX) Organization! There is never a dull moment in Expert Care and in this role, you will be empowered to make decisions and drive successful business outcomes that impact and benefit Cisco top customers globally!

The ANZ CX Delivery Team is focused on helping driving new opportunities for Cisco and it's transforming our customers’ businesses. Today, we are building high performing teams that are tightly engaged with our clients, understand their business imperatives and can orchestrate the execution of our services to meet our clients business needs. As a team, we will collaborate with like-minded innovators in a fun and flexible culture that has earned Cisco global recognition as the Best Place To Work.


Who You Are
  • Have you supervised the activities of a national dynamic team with responsibility for results in terms of customer satisfaction and delivery assurance.
  • Are you able to expand the Expert Care footprint by working closely with his/her immediate team and sales teams to drive business growth and retention (customer renewals)
  • Do you foster professional development within the organization
  • Have you recruited and hired the best talent to support new Expert Care customer engagements
  • Do you lead, promote and engage in cross functional collaborations across Product and Service teams and throughout Cisco
  • Have you identified, developed and shared operational customer best practices in efforts to continue evolving and elevating the organization


If so, our minimum requirements for this role are:
  • BA, BS, BSCS, or BSEE degree
  • 5 + years of experience managing operations managers, technical engineers, or project managers in a high tech company/ environment
  • 5 + yrs of experience in customer support, knowledge of inter-networking technologies and the competitive Enterprise segment
  • Experience in leading a high performing team in applying all elements of Operational support and Delivery excellence
  • Ability to travel, mostly within Australia and New Zealand

Desired Skills
  • People leadership
  • Thorough understanding of IT technologies and strong knowledge of Cisco Services and Products desired.
  • Understanding of organisation finances and budget management
  • Demonstrated industry awareness and extensive understanding of Enterprise market trends and transitions.


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
Message to applicants applying to work in the U.S. and/or Canada:

When available, the salary range posted for this position reflects the projected hiring range for new hire, full-time salaries in U.S. and/or Canada locations, not including equity or benefits. For non-sales roles the hiring ranges reflect base salary only; employees are also eligible to receive annual bonuses. Hiring ranges for sales positions include base and incentive compensation target. Individual pay is determined by the candidate's hiring location and additional factors, including but not limited to skillset, experience, and relevant education, certifications, or training. Applicants may not be eligible for the full salary range based on their U.S. or Canada hiring location. The recruiter can share more details about compensation for the role in your location during the hiring process.

U.S. employees have access to quality medical, dental and vision insurance, a 401(k) plan with a Cisco matching contribution, short and long-term disability coverage, basic life insurance and numerous wellbeing offerings. Employees receive up to twelve paid holidays per calendar year, which includes one floating holiday, plus a day off for their birthday. Employees accrue up to 20 days of Paid Time Off (PTO) each year and have access to paid time away to deal with critical or emergency issues without tapping into their PTO. We offer additional paid time to volunteer and give back to the community. Employees are also able to purchase company stock through our Employee Stock Purchase Program.

Employees on sales plans earn performance-based incentive pay on top of their base salary, which is split between quota and non-quota components. For quota-based incentive pay, Cisco typically pays as follows:

.75% of incentive target for each 1% of revenue attainment up to 50% of quota;

1.5% of incentive target for each 1% of attainment between 50% and 75%;

1% of incentive target for each 1% of attainment between 75% and 100%; and once performance exceeds 100% attainment, incentive rates are at or above 1% for each 1% of attainment with no cap on incentive compensation.

For non-quota-based sales performance elements such as strategic sales objectives, Cisco may pay up to 125% of target. Cisco sales plans do not have a minimum threshold of performance for sales incentive compensation to be paid.

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