CX Customer Delivery Leader (People Manager)

Job Description

Please note this posting is to advertise potential job opportunities. This exact role may not be open today, but could open in the near future. When you apply, a Cisco representative may contact you directly if a relevant position opens. Why You'll Love Cisco We change the World, you will become passionate about your employer and the brand you represent. Everything is converging on the Internet, making networked connections more meaningful than ever before in our lives. Our employees' groundbreaking ideas impact everything imaginable, from entertainment, healthcare, and education, to public and private sectors, smart-cities, and everyday devices in our homes. Here, that means we will take creative ideas from the drawing board to dynamic solutions that have real world impact. Cisco is evolving a rich solution portfolio of next generation software, hardware, and services to meet customers' changing business requirements in the digital economy. What You’ll Do This position serves as the leader of Customer Delivery for Customer Experience (CX). This role is a partner to Cisco Sales in enabling customer success with Cisco Architectures and Solutions. As the Customer Delivery Leader, you are responsible for leading an organization in Strategy and Execution across 3 areas: a) Run and Grow the services business of today, b) Seed the Business of the Future, c) Being Extraordinary Together by focusing on people as our most important asset. Furthermore, as the manager you'll lead employees to achieve growth, profitability (P/L), customer satisfaction and contractual fulfillment, and create opportunities for empowered people to deliver exceptional results and grow their careers. Strong executive presence is expected where the ideal leader has a track record for placing equal emphasis on how results are produced and what the results yield in impact. Securing results in execution requires a strong commitment to customer success and ability to empower and coach managers and other leaders. Who You’ll Work With The Cisco CX Organization transforms how our customers protect our nation, serve our communities and educate the workforce of tomorrow. We connect people and technology. We innovate in all facets of our work, from customer satisfaction to operational excellence to mission success. Finally, we lead our customers by focusing on their needs, by owning their problems, by building relationships, by simplifying technology, and by delivering profound impact on their mission in the Korea and across the globe. Who You Are As a Customer Delivery Manager you will be responsible for setting the strategic services direction that anticipates and addresses the business and technology needs for our customers.

• 15 years relevant industry related experience (e.g. IT domain expertise) and strong service business understanding
• Advisor relationships with customers, focused on outcomes
• Align with CX peers to ensure that the interaction with our customer is seamless and drives the success and use of our solutions
• Effective people management, leadership, and conflict management skills
• Skilled at building high performance teams and inspiring and developing people
• Ability to work cross-functionally and building business partnerships with customers
• Experienced in identifying complex issues and resolving complex problems impacting strategic direction of the organization
• Financial and Business Insight - knowledge, skills and understanding, of business process, tools and concepts required to make sound decisions. (e.g. investment return on investment)
• Supervises activities with the responsibility for results in terms of customer service happiness, team development, resource management, delivery completion and project delivery in quality and effectiveness
• Leads workload among team members, including implementation of creative delivery management or capacity management techniques to enable profitability and quality for todays and future projects.
• Aligns with internal partners to drive business growth and profitability
• Based on demand/forecast the role will need to do capacity planning
• Actively participates in field and customer meetings
• Establish and maintain relationships with critical customers' leaders and decision makers.
• Highly developed interpersonal and communications skills
• English communication highly regarded