Director, Advanced Services Global Delivery Center

  • Location:
    Krakow, Poland
  • Area of Interest
    Business Strategy and Operations
  • Job Type
    Professional
  • Technology Interest
    Networking
  • Job Id
    1210335
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What You'll Do

Cisco Systems seeks a leader for the Global Delivery Center (GDC) in Krakow, Poland. This critical Services role has responsibilities in several key areas:

1. OPERATIONAL EXCELLENCE

  • Direct leadership team responsible for delivering Advisory, Implementation, and Operation Services to customers primarily in the Europe, Middle East, Africa, and Russian geographies  - manage efficiencies, drive productivity, manage projects successfully while meeting cost budgets
  • Work with overall GDC Leaders and leaders of other GDC locations to optimally leverage the network of centers to deliver services to external (customers) and internal business functions.
  • Maximize customer loyalty and satisfaction with key customer stakeholders by driving value in service delivery
  • Implement industry leading practices (e.g. ITIL Service Management) around service delivery
  • Direct local and influence global initiatives to attain and exceed relevant key performance indicators (e.g. SLAs, availability)
  • Adopt and leverage Cisco best practices around tools, automation, workflows, and process to ensure successful delivery to customers – eradicate inefficiencies, standardize processes, and automate as appropriate
  • Successfully engage and manage partner capabilities and resources as part of the customer experience
  • Continuously drive the upward evolution of the Delivery Center and continuous innovation and improvement in all aspects of delivery.
  • Capture and articulate value with key stakeholders and customers.

2. PEOPLE MANAGEMENT/LEADERSHIP

  • Drive the transformation of the GDC leadership and people competency in line with the overall GDC Transformation strategy and interdependent with the GDC Leadership team across all centers.
  • Build and manage direct and globally matrixed teams for customer execution
  • Set and communicate a vision, strategy and execution plan for team members, integrated and interlocked with the overall GDC and Advanced Services vision.
  • Grow talent through hiring and internal development, and champion the career proposition and development of the team in the center along the dimensions of technology competency, methodology and process, and leadership and personnel development.
  • Develop leadership and general management skills within teams to enable seamless succession planning, personnel development, and continued evolution around delivery quality. Build future leaders within and outside of delivery teams.

3. BUSINESS TRANSFORMATION

  • Plan and execute changes to our organization, policies, processes, and capabilities in concert with other Service Delivery and Service Sales stakeholders
  • Drive the transformation of the GDC in line with the overall GDC Transformation strategy and interdependent with the GDC Leadership team across all centers.
  • Build and scale the team for all major architectures including Routing & Switching, Collaboration, Mobility, Security, Internet of Things, Project Management and Business Development Management practices
  • Participate in long range strategic planning, contributing both regional and global perspectives
  • Drive change
  • Promote the vision of one global delivery center network, and be a leader demonstrating and promoting interdependence between the centers.


Who You'll Work With
Lead the service delivery experience to Cisco customers in Europe, Middle East, Africa, and Russia. Work with the overall GDC Leader and the leaders of the other GDC locations, with the leadership counterparts in the interlocked functions in the regions (theatres) of EMEAR, and lead the leadership team reporting into you.

Who You Are
You are a self-starter who has always wanted to be in the middle of ensuring customers are adopting and receiving the best value for the Services they have purchased, and when you see challenges, you naturally find opportunities to help a customer enhance and grow their business through new service solutions. Operational insight and a drive for continual improvement are strengths.

Competencies:
-Executive Presence. Achieving results in a fast changing environment, through influence and communication, acting as a role model
-Global Delivery. Expert in and promoter of global delivery of client services in the technology space, leveraging globally distributed capabilities in a highly cost effective and productive model
-Delivery Transformation. Expert in driving transformation and continuous improvement of an end-to-end delivery organization towards a step change in the leverage of cost effective locations, so as to deliver services to our customers faster, better, safer, cost effective and in a scalable manner.
-Business and Financial Acumen. Knowledge, insight and understanding of business concepts, tools and processes for making sound decisions
-Relationship Management. Demonstrated focus on building and managing key customer and internal relationships to help drive greater customer intimacy and business alignment.
-Cross-Functional Effectiveness. Leverages resources across Cisco and the customer to drive success
-Consulting. Developing an overall services strategy aligned to customer outcomes and needs
-Operational Excellence. Achieving Operational Excellence in service delivery execution and management
-Leadership and People Management. Build and develop teams that continue to drive high quality customer execution
-Innovation. Keep innovative thought processes and ideas in the forefront of service delivery
-Methodology and Process: Be an expert in methodology for highly effective and efficient client service delivery in the technology area.

Our minimum requirements are the following:

  • College Degree - Bachelors (Masters Preferred)
  • 15 + years of experience in telecom/IT industry
  • Fluent in understanding Cisco Services portfolio and value proposition, or ability to build this understanding in rapidly
  • 10 + years in a customer facing role
  • 10 + years of experience, combining leading, transforming and managing near- and off-shore service delivery organizations as well as experience in leading large customer facing delivery engagements with a high leverage of near- and offshore delivery centers.
  • The role will require physical presence in Krakow 4-5 days per week.

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.

*LI-EMEA-MM1

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