As part of the Managed Service aaS organization, you will be part of a multifaceted, fast-paced, and encouraging team that will build you up as you manage the technical support for some of Cisco’s biggest customers. You will be given the opportunity to work alongside many of Cisco’s Technical and Sophisticated Service organizations and will receive outstanding insight into the IT services industry all the way from pre-sales to day 2 support as an engineer passionate about our key customers.
We are seeking a Tower Leader to own UDF Function as well as Delivery Methodologies focusing on working cross-functionally to define and prioritize strategic objectives that will lead to delivery excellence, enhanced customer experience, and significant cost optimization for the CX Managed Services delivery organization.
What You’ll Do
Become a part of the MSaaS Family. MSaaS simplifies the ongoing management of Cisco’s Advanced Technologies, enhances the business benefits, and significantly reduces the Total Cost of Ownership (TCO) for our customers. We are a dedicated team that works together to anticipate, identify, and resolve issues faster, more accurately, being less expensive, and with more visibility than customers can on their own. All MSaaS team members are encouraged to actively engage in the following areas:
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Understand and meet customer agreements (SLO/SLA/commitments)
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Follow and participate in the improvement of established team processes
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Identify and drive cost reduction measures
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Understand ITIL framework (Event, Incident, Change & Problem Management)
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Collaborate with peers and cross-functional teams
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Stay current and up to date with the knowledge required to perform the role effectively
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Participate in regular sync-ups with peers and stakeholders
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Actively share/ develop innovation and automation for continued improvement
Roles & Responsibilities:
The MSaaS scope includes supporting BDMs to respond to RFPs, Upsell & Renewal planning, Delivery Strategy (Delivery Methodology, Prioritization, Roadmaps), Demand & Expectation Management, Escalation Management, Performance Management, Continuous Service Improvement, Financial / Cost Management, and Sales & Marketing Support
Provide sales and business development support
Help craft and implement a global delivery methodology
Capture and synthesize requirements to define the compelling product.
Validate requirements and resulting product features with customers to ensure success.
Own disruption and innovation including business cases to grow innovation
Actively supervise the delivery of services and initiate process/tooling improvements
Escalation contact for quality & quantity issues and management of systemic issues
Process standardization & feedback loop for external and internal partners
Ensure delivery readiness for new offers and customer onboarding
Open to work in off business hours
Who You Are
You clearly highlight risks that might impact success, categorize them, and drive executive-level visibility in the spirit of ensuring that all partners can make vital trade-offs in a prioritized way.
You excel at understanding your partners, and in so doing successfully enable them to be successful by filtering out unnecessary noise through their implementation of effective operational processes.
You have a cross-functional approachability to work with a broad array of partners including delivery leaders, operations personnel, business development, and Engineering to drive consensus.
You’re a subject matter expert in Process and Program Management. Building on your strong background in the execution of the day-to-day project motions, you help organizations achieve their desired results on time and under budget.
A problem solver – excel at solving sophisticated problems with analytical skills; you back up your recommendations with strong data.
You are a communicator – capable of conveying the most sophisticated concepts in the simplest of terms.
Desired Skills
Demonstrates strategic skills
Demonstrates industry awareness
Operational mindset and disposition
Comfortable working in a dynamic and evolving organization and service
Ability to formulate and deliver sophisticated presentations
Cisco Covid-19 Vaccination Requirements
The health and safety of Cisco’s employees, customers, and partners is a top priority. Our goal is to protect and mitigate the spread of COVID-19 infection for strong business resiliency during the pandemic. Therefore, Cisco may require new hires to be fully vaccinated against COVID-19 if the role requires business-related travel, meeting with customers/partners (including visiting third-party sites on behalf of Cisco), attending trade events, and Cisco office entry, unless otherwise prohibited by applicable law, and in countries where COVID-19 vaccination is legally required. The company will consider legally required accommodations/exceptions for medical, religious, and other reasons as per the requirements of the role and in accordance with applicable law. Additional information will be provided to candidates about the requirements and accommodation process at the offer time based on region.
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