Area of InterestCustomer Experience
Services Managers Team in Krakow is committed to successfully deliver tangible results for our external Customers in EMEAR region and beyond. Highly skilled and experienced practitioners deal with various scale of projects for all vertical markets with emphasis to Service Providers, Public Sector, Commercials, Government. The values, strengths, satisfaction come from the diversity of this highly international Team you could be part of, finding synergy in delivering the business outcomes our Customers demand.
What will you do
Services Manager owns profitable and successful customer delivery, quality and realization of business outcomes, in an account or group of accounts.
As such, Services Manager:
Develops and presents proposals, RFPs and final agreements in cooperation with Business Development Managers, Account Teams and Deal Acceleration Team, understanding customer business requirements mapped to Cisco capabilities
Provides leadership to project staff including Project Managers, engineers, vendors, partners or subcontractors.
Aligns and scales Cisco customer experience delivery resources to enable business priorities.
Manages workload utilization of delivery resources (Project Managers and Engineers) through appropriate skillset mapping and customer alignment.
Promotes and drive global delivery through CX Centers.
Accountable for executing upon customer contract to achieve customer objectives.
Owns and reports on demand and capacity management to ensure successful customer delivery.
Serves as Customer’s point of escalation for services delivery and internal escalation point (for resource managers, Project Managers and Account Teams)
Manages delivery risks, issues, escalations and fine-tune project and program execution and calls them out to sales and CSE.
Identifies and quantifies opportunities for portfolio delivery expansion and gains.
Drives growth in bookings, revenue and profit across the services portfolio through a trusted partnership with sales.
Accountable P&L for all services, as sold and as delivered (as sold margin with Sales).
Must be able to manage all types of services delivery (AS-Fixed, AS-Transactional, Business Critical Services subscription)
Presents service business value to customers for new or existing business.
Influences the customer in the assessment, planning and management of related network projects.
Works with the Services Managers Community to further develop the SM role, processes and operations.
Who will you work With
Customer Experience is part of the Cisco Services organization. We are the advocates for Cisco customers. It is our mission to accelerate customer success by helping customers optimize their network investment and speed adoption and migration of advanced technologies
Who you are
Typically requires BS/BA degree or equivalent
At least 5 years in IT Project Management or Technical Consultant role.
Professional PM certification plausible: PMP, PRINCE2, ITIL, Agile, SCRUM or equivalent.
Professional Services capabilities, AS-Fixed offering and Business Critical Services portfolio knowledge is mandatory
• Project Management experience in the deployment of leading edge technologies in a highly complex commercial environment within functional or matrix organizations
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