Leader, Customer Delivery

  • Location:
    Mexico City, Mexico
  • Area of Interest
    Customer Experience
  • Job Type
  • Technology Interest
    Cloud and Data Center, Security
  • Job Id

What You'll Do
Can you see yourself guiding a group of extraordinary technical experts whose primary focus is to help customers deploy and operate their networks effectively while delivering the best possible customer experience? Then let me introduce you to Cisco's Technical Services Organization. Our Technical Assistance Center (TAC) is aligned to three geographic regions; together, they form one global, borderless TAC.
Our TAC team is the first to be confronted by challenges and issues with new equipment and tools in the field. Revered by many as the “best networking school” in the world, roles in the TAC have a technology runway that never ends. The breadth and diversity of technology exposure is second to none; and comes with the territory when you are keeping the world’s networks humming!
Who You’ll Work With
We provide business outcomes that increase the value of IT relevance to our customers and partners to establish Cisco as the number one IT company. We do so through earning customer, partner, and employee loyalty by providing top-notch technical support. This position will report to a TS Director or Sr. Manager and is generally responsible for a team of 10 to 15 direct reports. You'll lead for results on team workload management, training and development, overall team customer service metrics; handle critical customer escalations by driving solutions; and assume ownership of the total customer support experience.
Who You Are
Role & Responsibilities

  • You can lead a team of Technical Support Engineers who support Cloud and on-premise Security products (SecureX, AMP, ThreatGrid, Anyconnect, Secure Email,etc.).
  • Have demonstrated excellent leadership skills and experience in leading a local and remote team in applying all elements of support.
  • Your ability to influence using applied knowledge and excellent people management skills ensures you develop excellent working relationships.
  • Display excellent communication skills - presentation, verbal and written.
  • You've shown you can function autonomously, quickly ascertain the issues at hand, and drive issues to resolution.
  • Understands and drives the team to solve complex network level technical problems. Understands the inter-company dependencies and develops action plans to address problems


  • You strive to be a role model, and exhibit personal competencies of self-awareness, self-regulation, self-motivation and social awareness.
  • Have the ability to build and develop a high-performance engineering team by articulating an overall vision, strategy, and organization goals ensuring your team meets or exceeds performance goals and metrics.
  • Provides management mentorship to develop and coach employees on accomplishing goals and improving performance.
  • Excellent Time Management and Organization Skills
  • You Understand and Demonstrate Cisco’s C-LEAD Continuum – Collaborate, Lead, Execute, Accelerate, Disrupt.
  • Authenticity is an essential part of who strive to be
  • Are available to your team and leadership
  • Understands Sense of Urgency with a ‘Do the Right Thing’ attitude


  • Be a Customer Advocate and maybe a designated POC for select customers
  • You possess the extraordinary ability to work both cross-functionally and globally (AS/TAC/BU/customers) to help build business partnerships while maintaining focus on the customer.

Results Driven:

  • You can work with limited supervision in defining initial goals and addressing complex issues as they arise.
  • Consistently develop the workforce around you through providing growth opportunities through collaboration, innovation, and empowerment.
  • You have continued focus on Reward and Recognition
  • Aligns to and Influences Company and Org Goals

Minimum Qualifications

  • You hold a Bachelor’s Degree and have 5-7 years of related experience
  • You have experience in customer support services – preferably IT Industry and have managed direct reports
  • Deep understanding of network technology
  • Good interpersonal skills and can provide examples of your business insight in decision-making abilities
  • You can demonstrate Industry awareness

Desired Skills

  • ITIL Certified
  • Network Security Background
  • Network Operations
  • Cisco Certifications
  • Leadership Training academia

Some travel may be required

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 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.
  • 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 connect everything – people, process, data and things – and we use those connections to change our world for the better.

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

Cisco Covid-19 Vaccination Requirements
The health and safety of Cisco's employees, customers, and partners is a top priority. Our goal is to protect and mitigate the spread of COVID-19 infection for strong business resiliency during the pandemic. Therefore, Cisco may require new hires to be fully vaccinated against COVID-19 if the role requires business-related travel, meeting with customers/partners (including visiting third-party sites on behalf of Cisco), attending trade events, and Cisco office entry, unless otherwise prohibited by applicable law, and in countries where COVID-19 vaccination is legally required. The company will consider legally required accommodations/exceptions for medical, religious, and other reasons as per the requirements of the role and in accordance with applicable law. Additional information will be provided to candidates about the requirements and accommodation process at the offer time based on region.