Expression of Interest - Leader, Customer Delivery at Cisco

Customers are in a unique position to help businesses with their digital transformation, but they are also in the midst of their own transformations. As they transform, they need their suppliers to be aligned with their evolving business needs. New technologies and unprecedented demand for scalability are making it harder to manage infrastructure complexity, especially in light of today’s IT cost pressures.

Many customers are asking, “How do I maintain a high level of business continuity—and do more with less?” Everybody wants to keep their business processes running, accommodate new technologies, and hold the line on costs. Customers are also looking for ways to simplify their engagement with service suppliers and reduce their effort in managing incidents.

Expert Care helps customers managing incidents but also provide guidance and support to help achieve their desired operational goals and objectives. With a service model that is with them throughout their entire solution journey, customers are assured that delivery teams are coordinated, communicating, committed to key performance indicators, and employing common tools and processes

This role is to lead the Expert Care delivery team, made of technical and non technical experts across Australia and New Zealand.

Who'll You'll Work With

Expert Care is a fast paced profitable and well established in Customer Experience (CX) Organization! There is never a dull moment in Expert Care and in this role, you will be empowered to make decisions and drive successful business outcomes that impact and benefit Cisco top customers globally!

The ANZ CX Delivery Team is focused on helping driving new opportunities for Cisco and it's transforming our customers’ businesses. Today, we are building high performing teams that are tightly engaged with our clients, understand their business imperatives and can orchestrate the execution of our services to meet our clients business needs. As a team, we will collaborate with like-minded innovators in a fun and flexible culture that has earned Cisco global recognition as the Best Place To Work.

Who You Are

Have you supervised the activities of a national dynamic team with responsibility for results in terms of customer satisfaction and delivery assurance.
Are you able to expand the Expert Care footprint by working closely with his/her immediate team and sales teams to drive business growth and retention (customer renewals)
Do you foster professional development within the organization
Have you recruited and hired the best talent to support new Expert Care customer engagements
Do you lead, promote and engage in cross functional collaborations across Product and Service teams and throughout Cisco
Have you identified, developed and shared operational customer best practices in efforts to continue evolving and elevating the organization

If so, our minimum requirements for this role are:

BA, BS, BSCS, or BSEE degree
5 + years of experience managing operations managers, technical engineers, or project managers in a high tech company/ environment
5 + yrs of experience in customer support, knowledge of inter-networking technologies and the competitive Enterprise segment
Experience in leading a high performing team in applying all elements of Operational support and Delivery excellence
Ability to travel, mostly within Australia and New Zealand

Desired Skills

People leadership
Thorough understanding of IT technologies and strong knowledge of Cisco Services and Products desired.
Understanding of organisation finances and budget management
Demonstrated industry awareness and extensive understanding of Enterprise market trends and transitions.

Why Cisco

At Cisco, each person brings their unique talents to work as a team and make a difference. Yes, our technology changes the way the world works, lives, plays and learns, but our edge comes from our people. We connect everything – people, process, data and things – and we use those connections to change our world for the better. We innovate everywhere - From launching a new era of networking that adapts, learns and protects, to building Cisco Services that accelerate businesses and business results. Our technology powers entertainment, retail, healthcare, education and more – from Smart Cities to your everyday devices. We benefit everyone - We do all of this while striving for a culture that empowers every person to be the difference, at work and in our communities.

Colorful hair? Don’t care. Tattoos? Show off your ink. Like polka dots? That’s cool. Pop culture geek? Many of us are. Be you, with us! #WeAreCisco

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