1+ months

Program Lead

Cisco Systems Inc.
Carolina Shores, NC 28467
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Who You'll Work With

Cisco CX Centers is force multiplier for Cisco and our partners to simplify digital transformation for our customers through unmatched technical expertise, relevant insights, and steadfast automation at a global scale

In the CX Center organizational design, there are 3 functions: Regions, Engines, and Foundations. This Partner concern Lead role is aligned to the Strategic Services Engine. Engines are encouraged to:

    Design, own and implement global delivery methodology for Engine with transparency to regional differences
    Own disruption and innovation including business cases to take innovation to scale
    Ensure Delivery Readiness for new & changed offers (working with CXPM & BUs)
    Actively supervise high quality service delivery and initiate process/tooling improvements

Who You Are

You clearly highlight risks that might impact success, categorize them, and drive executive-level transparency in the spirit of ensuring that all partners can make vital tradeoffs 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.

Youre 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.
What You'll do:

We are seeking a Program Management Leader for the Strategic Services Managed Service Engine to bring program management governance to deliverables in the CX Centers Strategic Services Engine line of business functions.

The Strategic Services Engine serves to lead delivery of custom CX Center services, increase partner confidence in CX Centers, shifting more work to Centers, incubating innovation to scale, and introducing standardization (repeatability, automation) resulting in outstanding P/L and transition of work to Proactive Services.

The Engines scope includes Delivery Strategy (Delivery Methodology, Prioritization, Roadmaps), Demand & Expectation Management, Partner concern Management, Performance Management, Continuous Service Improvement, Financial / Cost Management, Relationship Management, and Sales & Marketing Support.

The Strategic Services Engine lines of business focus on the content. As a Program Leader, you will be responsible for supporting the line of business as follows:

    Overall tower logistics status tracking and reporting (w/ Manager), as well as project and program level reporting
    Supervising new and expand requirements including inputs and outputs for prioritisation output, dedication and prioritization.
    Management and coordination in the creation of cost savings and value-adding capabilities, automation, processes, delivery readiness items.
    Staffing utilization tracking & reporting with the Tower lead (including the capture of ongoing input from Regions).
    Management of Methodology Releases - Tracking tower deliverables through release, uptake, and measures of efficiency.
    Assist with program activities defining and scaling delivery methodology and delivery readiness.
    Measures tracking and reporting (Cost savings, CSI, quality etc..).
    Supervising and driving intake, grooming, velocity and millstone achievement for cost savings and value prop creation in Engines and in conjunction with other partners, such as CX Platform Engineering
    Program tracking and project management aligned to methodology releases for automation initiatives.
    Delivery training (strategy & execution) program tracking, including consolidating regions input on efficiency and compliance.
    Supervising and raising awareness through reporting on Delivery Quality Measures (CSAT etc..).
    Consulting on with Business Continuity planning and Security infrastructure
    Engagement and coordination the 3rd party process as needed.

The minimum requirements and desired skills include the following:

    Have 10+ years experience in services and/or operations management
    5+ years of program management experience
    Strong interpersonal skills including verbal, written, and presentation.
    Proven track record to negotiate and influence actions of team members outside of function for improved team and service performance
    Experience with Agile development methodology
    Experience with ITIL service management methodology
    Sophisticated leadership skills including leading by influence.

Why Cisco

At Cisco, each person brings their different 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.

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.


Posted: 2021-05-07 Expires: 2021-07-08
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Program Lead

Cisco Systems Inc.
Carolina Shores, NC 28467
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