1+ months

1267009 - Cisco Managed Services - Senior Operations Manager

Cisco Systems Inc.
Carolina Shores, NC 28467
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What You'll Do

The Cisco Managed Services (CMS) organization seeks a Senior Operations Manager to lead managed services delivery to Ciscos largest customers in the area of Data Networking (Route/Switch/WiFi), including SDWAN and virtualized technology solutions. The leader is directly accountable for the strategy and execution of the Incident Management function to customers based in the Americas, and has a matrixed responsibility for ensuring globally-consistent process execution and quality in delivery. The Sr. Operations Manager also handles critical issues, and assumes ownership for the customer experience in the day-to-day operation of data networks. Serving in a liaison role, the leader creates a bridge that connects the technical and business perspectives of customer engagements.


In this highly-visible role as a Sr. Operations Manager of Data Networking, you will:

  • Enable team managers to supervise and lead the activities of the Americas Data Networking Incident Management team, with accountability for results in terms of consistency and quality; generally responsible for a team of 100+ people
  • Perform workload management among team members, including implementation of innovative ticket/case management techniques
  • Provide management guidance to all levels of employees on accomplishing goals
  • Develop and drive strategic initiatives for the Global Data Networking Incident Management team
  • Optimize a Global staffing model for delivery of Managed Services to Data Networking customers
  • Handle critical issues on service delivery issues
  • Provide strategic input to Product Management teams responsible for Data Networking support services
  • Partner with Business Development teams to scope and price Data Networking delivery capabilities
  • Initiate and lead major multi-functional projects affecting Ciscos business, products, and services
  • Represent CMS in customer briefings, tours, and service reviews

Who You'll Work With

Cisco Managed Services is a dynamic and growing organization powered by a committed and collaborative team that works together to anticipate, identify, and resolve issues quickly for customers. The team maintains a customer-first perspective, and takes full accountability for customer success. Come join a team where someone always has your back!

Who You Are

CMS seeks an experienced people leader, with a demonstrated ability to inspire and motivate team members to delight customers through excellence in managed service delivery. The ideal candidate demonstrates knowledge of Cisco processes and team dynamics across the organization, and possesses superior coaching and motivational skills required to engage, develop, and retain top talent on a high-performance team.


  • Reports to a CMS Director
  • Manages Operations Managers
  • Builds positive relationships with peers and multi-functional team members
  • Establishes rapport with employees and customers by maintaining integrity and visibility

Travel / Shifts:

  • Occasional travel to customer meetings
  • U.S. office business hours, with support for off-hours critical issues

Required Experience:

  • Typically requires BSCS or BSEE or equivalent plus 10+ years-related experiences
  • 3-5 years of prior management experience required; 5+ desired
  • 1-2 years of managing managers desired
  • 1-2 years of experience in a network operations or managed services
  • Experience in ITIL-aligned customer support processes
  • Working knowledge of Cisco products and technologies

Desired skills:

  • Demonstrated drive for continuous learning, results-orientation, and teamwork
  • Professional & concise communication to customers, internal teams, and executives (written & verbal)
  • Comfortable working in a dynamic and evolving organization and service
  • Innovative and strategic thinking
  • Ability to inspire change through process improvement & behavioral influence
  • Perform well under pressure, and where priorities change quickly in-response to customer needs
  • Operational mind-set and disposition
  • Demonstrable ability to work multi-functionally and with internal and external stakeholders
  • Proven business, technical, and customer service experience

Why Cisco

We connect everything: people, processes, data, and things. We innovate everywhere, taking bold risks to shape the technologies that give us smart cities, connected cars, and handheld hospitals. And we do it in style with unique personalities who aren't afraid to change the way the world works, lives, plays and learns.

We are thought leaders, tech geeks, pop culture aficionados, and we even have a few purple haired rock stars. We celebrate the creativity and diversity that fuels our innovation. We are dreamers and we are doers.

We Are Cisco.

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? Dont care. Tattoos? Show off your ink. Like polka dots? Thats cool. Pop culture geek? Many of us are. Be you, with us! #WeAreCisco

Posted: 2019-06-24 Expires: 2019-08-24

Cisco Systems Inc.

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1267009 - Cisco Managed Services - Senior Operations Manager

Cisco Systems Inc.
Carolina Shores, NC 28467
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