1+ months

Customer Program Manager, Customer Delivery, Philippines (Service Provider)

Cisco Systems Inc.
Oil Springs, KY 41238
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Customer Program Manager, Philippines (Service Provider)

Ciscos Customer Experience (CX) organization is one of Ciscos fastest growing teams. In this time of unprecedented change, the ASEAN CX Customer Delivery team is looking for top talent to lead business critical capabilities that will redefine success for Cisco and our customers.


What Youll Do


The Customer Program Manager is responsible for delivering a complex multi-technology, multi-vendor and/or multi-component program with a high business significance and profile.  The role will focus on the successful delivery of the program to accomplish stated business outcomes, on-time and profitable, quality delivery of the agreed contractual commitments, while maintaining excellent customer satisfaction. 

  • Lead and manage the end-to-end program / set of workstreams encompassing the requirements, plan, design, test, control, integration, build and transition/closure of Large Scale, Multi-Vendor, Multi-Technology Solution(s).
  • Ensure the various projects and/or work-streams in their program are aligned and integrated & ensure that any necessary changes to the individual components are agreed and communicated to the various stakeholders.
  • Dig into the details as necessary to ensure that the various workstreams are progressing, be able to uncover any deficiencies or perception gaps and direct stream leads to resolve accordingly.
  • Track in detail and conduct site deployment progress, from design, lab test, site construction, installation, standalone acceptance, integration, cluster and network acceptance, in accordance to contract performance requirements, timeline and revenues recognition targets.
  • Perform overall program-level planning, manage budgets, define project/program and PMO structure, develop an overarching roadmap, associated integrated schedule, define stakeholders along with Governance, a communications plan, meetings and reporting cadence; manage dependencies, issues, risks and changes in a systematic way and drive  escalations to closure
  • Establish consistent globally aligned standards, ensure compliance; support adherence to Cisco delivery framework, standards and methodologies, and provide feedback to drive continuous process improvement to the program and the organization as appropriate
  • Identify staffing requirements and manage Program and Project Managers; manage vendors and/or procurement to achieve Cost, Schedule, Quality goals
  • Accurately forecast, track, and report on overall program costs, revenue, and profitability, as well as being ab le to identify which areas of the program can be accelerated to drive quicker revenue and bookings.
  • Drives the Program to meet or exceed defined performance metrics; oversee projects and project managers; mentor and develop team members; proactively manage efforts to achieve successful outcomes
  • Ensures proper Scope and Change Management processes are adhered to, manage change management handling between customer, partner & account teams
  • Add value to both customer and Cisco
  • Lead and support organizational changes and improvements
  • Establish and maintain relationships with stakeholders (Customer, Sales, Services, Business Units, Executives, etc.)
  • Ensure the capture of lessons learned and best practices to share and leverage within the PM community
  • Communicates effectively with Executives and stakeholders(s) to identify needs and evaluate alternative business solutions and strategies.
  • Present program status to multiple levels of the customer and Cisco organizations, ensuring messaging is appropriate for the audience and delivered with confidence, i.e. CxO level is succinct and to the point, summarizing key risks and impacts to the overall program, financial status and any key progress callouts.
  • Identify further growth opportunities within customer environment and engages with sales partners for pursuit; as opportunities warrant, develop and present proposals, support scoping, cost modeling, margin analysis, and negotiation of final agreements; Contributes to the evaluation and redesign of Services Program Offerings
  • Elicits stakeholder feedback to appropriately gauge satisfaction and direction


Who You Are

       Strong understanding of large scale deployments across multiple sites, including sequencing, dependencies, and typical issues that are seen

       Sense of details able to deep dive, understand complex situation, simplify it to the team and drive for resolution. Able to explain issues risks and plan to the key stakeholders without delegating.

       High sense of urgency to deliver results.

       Adaptable and able to function well within a highly dynamic environment, and can bring much needed stability and discipline

       Able to remain calm under pressure

       Program management thought leader and veteran with strong command over the PM competencies

       Strong leadership capabilities and able to provide vision and strategic direction to the team

       Highly effective at managing conflict. Is able to address unprofessional behavior swiftly in order to maintain a work environment that is consistent with Cisco values

       Well versed in core PMI competencies including time, cost and scope management, stakeholder, governance and communication management, risk management and quality management

       Experience with navigating various environments where culture and structure vary within the organization with political navigation skills

       Strong Negotiation skills: Reaches mutually satisfactory agreements by focusing on interests rather than positions. Includes active listening, interpersonal skills and careful preparation.

       Partner & Vendor Relationships: Obtains and maintains the highest value from vendors and partners; identifies emerging and long-term requirements. 

  • Strong analytical skills, able to quickly understand data at a high level and draw conclusions, ask relevant questions to enhance the presented information and find deficiencies that can be acted upon
  • Understanding of the unique holistic needs required to execute a collaboration specific program is required (i.e. migration activities, operational readiness, adoption, etc.)
  • Willing and able to travel regularly and frequently (as needed) to develop the necessary relationship with the customer and deliver the programs benefits.

       Extensive systems integration experience, covering multiple-vendor solutions and 3rd party developments

       Understanding of Software development lifecycle and delivery methodology, including Agile based PM frameworks, are a plus

       ITIL or eTOM knowledge (or equivalent) desired


       Bachelors Degree in Business or a related field, MBA or Masters degree preferred, plus 10+ years experience managing and leading large turnkey programs.

       Requires a professional PMI certification PMP, PgMP or equivalent.  At minimum must understand formal program management methodology from PMI

       Very proficient in the following software tools: Microsoft Project, Excel, Word, PowerPoint


Why Cisco

#WeAreCisco, where each person is unique, but we bring our talents to work as a team and make a difference. Heres how we do it.

We embrace digital, and help our customers implement change in their digital businesses. Some may think were old (30 years strong!) and only about hardware, but were also a software company. And a security company. A blockchain company. An AI/Machine Learning company. We even invented an intuitive network that adapts, predicts, learns and protects. No other company can do what we do you cant put us in a box!

But Digital Transformation is an empty buzz phrase without a culture that allows for innovation, creativity, and yes, even failure (if you learn from it.)

Day to day, we focus on the give and take. We give our best, we give our egos a break and we give of ourselves (because giving back is built into our DNA.) We take accountability, we take bold steps, and we take difference to heart. Because without diversity of thought and a commitment to equality for all, there is no moving forward.

So, you have colorful hair? Dont care. Tattoos? Show off your ink. Like polka dots? Thats cool.


Posted: 2021-05-14 Expires: 2021-07-19
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Customer Program Manager, Customer Delivery, Philippines (Service Provider)

Cisco Systems Inc.
Oil Springs, KY 41238
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