1+ months

Continual Service Improvement Lead - ITIL Certified with technical/customer support background

Cisco Systems Inc.
Poland, NY 14747
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Continual Service Improvement (CSI) will address local and systemic remediation in alignment with Customer Insights and Actions (CIA) organization. You will analyze Customer Experience (CX) Center process, service & customer opportunities working closely with key CX stakeholders and collaborators. Capture CSI opportunities and prioritize known use cases for implementation. CSIs provide key findings & formal Service & Process recommendations to CX Centers Leadership and key stakeholders to drive improvements and increase CXSAT. Pre-CAP postmortem ownership.

Regionalized Continual Service Improvement (CSI) Managers drive Continual Service Improvement across all Customer Experience Center (CXC) functions and customers.

Being an ITIL specialist in the analysis and development of existing processes, procedures, and methods you will promote effective business and systems operations through standardization, improvement & simplification.

You will establish and maintain strong and productive relationships with key stakeholders ensuring that the service requirements of the business are understood and are incorporated into a framework of continual improvement

You will promote best practice by establishing a CSI network across internal customer organizations

You will coordinate internally with the Quality Analysts to tightly align priorities across different regions to deliver improved results, recommendations, and execute the Quality governance structure across our customers. The position requires frequent communication with internal teams regarding status, new opportunities, and resolution of problems and issues.

Who You'll Work With

You will work with your peers, process and service owners, and across organizational boundaries with Global Customer Experience Centers Teams (Engines, Foundations, Regions) and the Leadership team to tackle quality improvement opportunities as well as build, maintain, and grow customer satisfaction and loyalty.

The Excellence & Standardization unit is a key foundational pillar in the CX Global Centers Organization. We are the connectors that oversee strategy and drive it into action. We partner with the Engines, Regions, and Foundations to achieve unmatched technical expertise, relevant insights, and relentless automation at a global scale for our Customers. Join the best team in our organization as we pioneer and execute the most aggressive Excellence and Standardization plan ever.

Who You Are

A successful candidate should demonstrate

  • Strong presence and sense of ownership in driving quality and improvement and be detail-oriented while working on CSI initiatives with our internal customers.
  • Ability to quickly grasp the understanding of our internal customers run the business functions through independent study, as well as through interaction with other team members.
  • Ability to discuss technology through the language of business, know when to be brief and when to be detailed, and evoke confidence in our solutions and technology to help remove any barriers an internal customer might encounter.

What we are looking for in the candidate:

  • 6+ years of customer support or service delivery experience
  • Exceptional knowledge of the ITIL framework as well as a fair level of IT technical competency
  • Extensive knowledge, experience and a proven track record as a CSI manager practicing Lean Six Sigma methodologies and their application in an IT Service Management environment
  • Extensive experience working in one of the functional areas and implementing ITIL / service management strategy and processes
  • Influential relationship management skills with stakeholders, colleagues, and users in pursuit of delivering high quality services whilst maintaining service targets
  • Authoring and production of ITIL documentation, e.g. SLAs, OLAs, process alignment & design and service mapping
  • Commercially astute and poses strong analytical skills, and able to make sense of complex and logical problems quickly
  • Prepare and present oral and written reports, business cases, presentations, recommendations and perform necessary research, or investigations
  • Excellent verbal and written communication skills and the ability to interact and influence at all levels of the organization
  • Design and implementation of moderately complex operating models, including process design & governance design
  • Prioritize and plan, balancing priorities and deadlines
  • A solid understanding of organizational change management
  • Attention to detail; self-starting with a solid focus on deadlines and high standards
  • Leading multiple stakeholders specifically at the senior management level
  • Extensive experience in managed services and service delivery environment including technical and service management exposure
  • Demonstrate a high level of political and business awareness, acutely aware of organizational sensitivities


Desired Skills:

  • Lean Six Sigma methodology (certified yellow belt helpful)
  • ITIL Foundation (ITIL Expert or Managing Professional a big plus)
  • Proactively plan and coordinate activities to achieve the project's deliverables
  • Ability to multi-task and prioritize customer needs along with ad-hoc project tasks
  • Teammate with good interpersonal, analytical, and organizational skills

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: 2021-05-10 Expires: 2021-07-10
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Continual Service Improvement Lead - ITIL Certified with technical/customer support background

Cisco Systems Inc.
Poland, NY 14747
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