Customer Delivery Leader-quebec - Montréal, Canada - Cisco Systems

Cisco Systems

Verified Company

Montréal, Canada

1 week ago

Posted by:

Sophia Lee

beBee Recruiter

Description

What You'll Do:

The Cisco Customer Experience team in Canada is in search of a seasoned leader and effective communicator with a profound grasp of business fundamentals, service lifecycle execution, and crossfunctional team alignment. This individual will spearhead a team comprising Engineering Technical Leaders, Delivery Architects, and Networking Consulting Engineers delivering Cisco's Advanced Services (AS).

In addition to managing the team, your responsibilities will encompass nurturing technical consulting talent, ensuring customer satisfaction, supporting business development initiatives, and overseeing delivery activities.

Success in this role hinges on a comprehensive grasp of Enterprise Networking solutions, customer requirements, and key business metrics. Moreover, it requires the ability to effectively influence and guide internal stakeholders, partners, and customers.

Additionally, as part of this role, you must be prepared to travel up to 20% of the time to support delivery engagements and client business development activities.

Essential Job Responsibilities Include:

-
Lead and Manage High-Performance Team: Foster a collaborative environment among technical leaders, networking architects, and networking consulting engineers. Guide, mentor, and develop team members for personal and professional growth. Provide leadership, clear communication, and direction.
-
Operational Efficiencies and Automation:Drive process improvements and innovative solutions in service delivery. Champion automation to streamline workflows, reduce manual tasks, and enhance efficiency. Understand the delivery process and step in to resolve engagement roadblocks.
-
Nurturing Talent :Provide development guidance to the professional services team to improve team members' technical and consulting skills. Develop strategies for broadening and deepening team expertise across various networking architectures and technologies.

-
Stakeholder Engagement:

Build and maintain strong relationships with key stakeholders. Align service delivery with customer needs and business goals. Act as a liaison with sales teams on best practices and collect feedback.

-
Major Outage Leadership:Serve as the primary contact during major network outages.
-
Performance Metrics Management: Implement and manage KPIs, SLAs, and the team's field scorecard to measure and enhance service delivery quality and team's performance.
-
Continuous Improvement: Lead initiatives promoting innovation and new technologies/methodologies to enhance service delivery.
-
Compliance and Best Practices: Ensure adherence to industry standards and best practices in network architecture and engineering for security and reliability.
-
Cross-functional Collaboration: Facilitate collaboration within the organization for seamless service delivery and prompt issue resolution. Participate in major cross-functional engagements affecting Cisco business, product, or service leadership with the goal of improving overall Cisco Customer Experience delivery to customers. Actively participate in field and customer meetings, liaising with sales teams, Business Entities, and Business Operations.
-
Knowledge Management: Establish an enterprise knowledge management practice to capture best practices, foster innovation, boost productivity, and facilitate efficient knowledge sharing across all theaters.
-
Staffing Oversight: Oversee staffing requirements to ensure optimal resource allocation and high staff satisfaction and performance.
-
Agility and Business Alignment: Emphasize agility in delivery engagements, focusing on outcomes over outputs for delivery consistency and accelerated value. Manage overall resource allocation, contract negotiation, and customer issue resolution. Support project scoping, project organizing, project delivery oversight, and conflict/issue resolution. Participate in Monthly Business Reviews (MBR) and Quarterly Business Reviews (QBR).

Who You'll Work With

Working directly with Customer Program Managers, Project Managers, Engineering Technical Leaders, Delivery Architects, and Networking Consulting Engineers in Canada, you will partner with Cisco's brightest talent in services, sales, operations, and engineering working on innovative solutions Cisco is taking to market for customers.

Who You Are
You possess robust leadership and communication skills, coupled with a profound understanding of business fundamentals and service lifecycle execution. Ideally, you bring extensive experience in a related field, demonstrating industry knowledge and expertise in operations or delivery management.

Prior involvement with Cisco Services is advantageous, alongside a comprehensive understanding of Cisco and competitor technologies, as well as industry trends.