Technical Customer Program Manager

Technical Customer Program Manager

Location: Riyadh, Saudi Arabia

Area of Interest: Customer Experience

Job Type: Professional

Technology Interest: None

Job Id: 1420867

Job Summary:

As a Customer Program Manager and leader for Managed Services Operations that Cisco delivers to our customers, you will play a pivotal role in leading our operations teams, including Security Operations, Network Operations, and others, ensuring the highest level of service delivery. You will be responsible for maintaining SLAs, managing escalations, overseeing the P&L of operations, and ensuring seamless delivery of services to our customers. Your leadership will drive operational excellence, customer satisfaction, and financial performance in alignment with Mobily's strategic objectives.

What You'll do:

1. Operational Leadership and Service Delivery: Lead multiple teams within Managed Services Operations, including but not limited to Security Ops and Network Ops, ensuring efficient and effective service delivery. Drive the teams towards achieving operational excellence, adhering to SLAs, and exceeding customer expectations.
2. SLA Management: Oversee and ensure the maintenance of SLAs for all managed services. Monitor performance metrics, identify areas for improvement, and implement strategies to maintain and exceed SLA requirements.
3. Escalation Management: Serve as the primary point of contact for all operational escalations. Develop and maintain an effective escalation process to ensure quick resolution of issues, minimizing impact on service quality and customer satisfaction.
4. Financial Management: Oversee the P&L for managed services operations, ensuring profitability and cost-effectiveness. Implement financial controls and strategies to optimize resources and maximize financial performance.
5. Customer Relationship Management: Build and maintain strong relationships with customers, understanding their needs and ensuring their satisfaction with our services. Act as a strategic advisor to customers, offering insights and solutions to meet their business objectives.
6. Team Development and Leadership: Lead, mentor, and develop teams across multiple operational domains, fostering a culture of continuous improvement, collaboration, and high performance. Ensure the teams are well-equipped with the necessary skills and resources to meet operational demands.
7. Continuous Improvement: Continuously assess operational processes and performance. Implement improvement initiatives to enhance efficiency, service quality, and customer satisfaction. Stay abreast of industry trends and best practices to drive innovation within operations.

Minimum qualifications:

• CCIE or JNCIE or relevant technical background to support experience in the technical area.
• Minimum of 8 years of experience in operations management within the telecommunications or IT services industry, with at least 3 years in a leadership role managing cross-functional teams.
• Proven track record of managing SLAs, financial performance, and customer relationships in a high-paced, technology-driven environment.
• Deep understanding of network and security operations, including technologies, processes, and best practices.
• Financial acumen with experience managing P&L.

Why Cisco:

#WeAreCisco, where each person is unique, but we bring our talents to work as a team and make a difference powering an inclusive future for all. We embrace digital, and help our customers implement change in their digital businesses. Some may think we're "old" (36 years strong) and only about hardware, but we're also a software company. And a security company. We even invented an intuitive network that adapts, predicts, learns and protects. No other company can do what we do - you can't 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, give our egos a break, and give of ourselves (because giving back is built into our DNA.) We take accountability, bold steps, and take difference to heart. Because without diversity of thought and a dedication to equality for all, there is no moving forward.