Services Manager at Cisco

What You’ll Do

• Drive global operational excellence within Cisco and across the service delivery business
• Ensure that service delivery is measured in terms of business outcomes / business relevance and that focus is on the Customer Experience
• Ability to articulate business value
• Provide a single consolidated view of service delivery and its performance including new methodologies, profiling, benchmarking against peers.
• Provide data & communications relevant to the audience (eg executive governance, internal, customer facing, service reviews …)
• Ensure customer satisfaction
• Build strong working relationships at all levels in the organisation with partners and end customer and demonstrate credibility and leadership skills
• Constantly and proactively seek ways to improve service and demonstrate this through tangible work and outcomes
• Run project resource allocation to ensure that work is on time, to budget and of a quality that is accepted by the customer
• Single point of contact for customer issues - responsible for bringing such concerns to conclusion in a manner that is satisfactory to the client
• Ensure correct tooling is in place to maximise the service delivery capabilities
• Optimise the global support model
• Share leading industry practices
• Understand how operating models need to change to reflect cloud and as a Service (aaS) delivery
• Handle the strategic planning services
• Be accountable for smooth introduction of new services
• Accountable for the management of platform and operational risk - present data in a format that focuses on business impact and handle risk through to resolution
   

Who You’ll Work With

• The Services Manager will be responsible for helping customers maximize their investment, and for delivering services with a focus on business outcomes, business value and key performance indicators. The person is responsible for both strategic planning, delivery of projects and reactive service.
• The person will be a member of the management team and will need to demonstrate leadership skills. They must also demonstrate ability in highly matrix handled environments across multiple suppliers and to operate efficiently across different Corporate Cultures.
  
   

Who You Are

We would like You to have

• Ability to demonstrate resource in a matrix handled environment
• Independently identifying complex issues and resolves complex problems that impact strategic direction.
• Experience in customer support, knowledge of inter-networking, voice technologies and the bold marketplace.
• Shown operational excellence focused on business outcomes
• Thorough understanding of networking technology and ability to gain strong technical knowledge of company products
• Demonstrates strategic skills and business acumen - understands the client's business
• A motivated self-starter with a “can do” attitude
• Ability to become the partner & customer advisor
• Demonstrates financial industry awareness.
• Influencing skills
• Ability to bring disparate teams together as one across the supply chain
• High Impact Communication and presentation skills - Clearly and succinctly conveying information and ideas to individuals and groups in a variety of situations; communicating in a focused and compelling way at various levels up to CXO