The Business Entity
Advanced Services plays a vital role in Cisco’s ability to deliver technology solutions that solve our customers most complex challenges.
As we pivot to a digitized world, we must accelerate the transformation of Advanced Services to ensure we are prepared to lead our customers through this critical business model transition.
We’re on a mission to make it easy for our customers to do business with us and realize the value of Advanced Services. As part of our goal to Simplify AS, we are refining our approach for how we engage, sell and create value for our client customers.
Our approach is reflected in our Advanced Services Capabilities of Advise, Implement and Optimize. These capabilities are reflected in our Advanced Services Capabilities Framework, which is aligned to our offers.
How we engage :
Customers can engage Advanced Services no matter where they are in their digital journeys to realize maximum business value.
Use the AS Capabilities Framework to tell a clear story about AS and build confidence among our customers. A common language unifies our team and builds credibility for AS in the marketplace.
Role & Responsibilities
The Service Delivery Tech Lead is a critical customer facing role in assuring customer escalations on events and problems are managed effectively to a successful conclusion, Cisco’s Services are correctly aligned with customer needs, and Cisco’s programs and recommendations are adopted and effective in satisfying customer requirements.
The SD Lead is a primary customer interface at all levels of the Customer Operations organizations and is responsible for CSAT in the ensuring the quality delivery of Cisco’s Services Offers.
These activities include the analysis of complex customer initiatives and aligning Cisco’s proposals and plans to achieve the customer’s required operational and business outcomes.
The COM interprets the KSFs and Customer Metrics, understands the customer capabilities and limitations, and validates and supports the successful execution of joint programs to achieve mutual success.
and hosts / leads joint QBR / JBR meetings and similar events.
The SD Lead owns the Cisco CSAT process for the Services team relating to the assigned customer or franchise.
The SD Lead owns customer communications and resolution of major escalations events and operational issues.
The successful SD Lead establishes deep and strategic customer relationships, interfacing with and influencing senior level operations executives in Cisco’s top customer accounts.
This position reports directly to the Services Delivery Executive (SDE). The SD Lead position responsibilities are aligned with large, complex customer(s) / franchises.
At the senior professional level, the SD Lead is expected to work independently, and aligns the development and execution of actions with Services team leaders / members for a specific customer or major customer franchise.
Demonstrated experience in direct customer facing engagements positioning the value realized in Cisco Services adoption and utilization.
Proven experience in effectively managing customer operational challenges and executive escalations. Excellent written and verbal communication skills in Spanish and English.
Requires an undergraduate degree (or equivalent). MS or MBA is preferred. ITIL and / or PMP certification a plus.
8 - 10 years of experience in customer centric roles, within delivery, IT, pre-sales.
Requires proven and effective leadership and collaboration skills, with the ability to work effectively with others through conflicting pressures and priorities while resolving complex issues.
Experience in customer service roles with Service Providers
Knowledge on Cisco products and service portfolios.
Deep understanding of the support cycle for a Tear 1 operator, including incident management and Configuration Management processes.
5-10 years experience working in matrix organizations and leading virtual teams.
Proven communications skills at Senior level
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