RJIL Operations Leader (Director)

  • Location:
    Mumbai, Maharashtra, India
  • Additional Location(s)
  • Area of Interest
    Professional Services
  • Job Type
  • Technology Interest
    *None, Cloud and Data Center
  • Job Id
Managed Services Director

The Business Entity

Cisco Services provide a global service delivery experience. By offering a complete portfolio of business and technology solutions, Cisco Services ensure that customers achieve successful business outcomes. That means your work will enable customer transformation across a complete lifecycle of Consult/Plan/Build/Manage.
The Cloud and Managed Services (CMS) team seeks a Service Delivery Manager (SDM) to lead an organization to deliver managed services for Enterprise and Service Provider customers. The SDM runs the C&MS Operations in Mumbai and assumes ownership for the end-to-end customer experience. Serving in a liaison role, the SDM creates a bridge that connects the technical and business perspectives of customer engagements.
Team Description

Are you passionate about driving customer success? Ensuring that customers realize their business goals is the charter of the Cisco services team. As a senior leader of a focused service delivery function you will influence, inspire and manage the business strategy, customer relationship and delivery teams.

Roles & Responsibilities:

* Sets strategic service delivery direction that anticipates the needs of our customers and their technology needs;
* Ensures operational excellence in service delivery execution to assure customer objectives and outcomes
* Influences customer decision making via thought leadership on technology drivers for their business;
* Assesses and influences services delivery methods and execution improvements through the eyes of the customer.
* Lead the global service delivery experience to the customer - single point of ownership and accountability for all customer service delivery related activities
* Assure customer outcomes across lifecycle of Plan/Build/Manage
* Manage customer level profitability - identify new revenue opportunities, drive revenue recognition, manage efficiencies, drive productivity, manage projects successfully while meeting revenue and cost budgets
* Shape multi-year services strategy, in conjunction with sales leadership
* Drive services revenue growth through sales pursuits, aligned to account plan --> business development
* Influence and challenge the customer's thinking to develop better solutions to business and IT objectives
* Develop leadership and general management skills within teams to enable seamless succession planning, personnel development, and continued evolution around delivery quality. Build future client leaders within and outside of delivery teams.
* Innovate around delivery process, engagement models, business management, and customer intimacy - demonstrate improvement in business execution and be seen as a go to resource in helping shape portfolio and technology direction
* Shape multi-year services strategy, in conjunction with sales leadership
* Provide direct, concise assessment and deliver executive communication as appropriate
* Establish and maintain CxO relationships - directly influence CIO/CTO
* Influence and work with customer procurement - understand process, commercial terms, etc.
* Build and manage global direct and matrix teams for customer execution
* Champion customer requirements and needs into Cisco - engineering, quality, roadmaps, service offer development, etc.
* Innovate around delivery process, engagement models, business management, and customer intimacy - demonstrate improvement in business execution and be seen as a go to resource in helping shape portfolio and technology direction

Skills required:

* Relevant telecommunication vertical knowledge and expertise around technology and market trends - aligned to customer business objectives and challenges
* In-depth knowledge of IT/ Telecommunication based services consumption- ability to engage subject matter expertise as appropriate
* IT Domain Knowledge (Engineering, Operations, Data Center, Applications, etc.) - deep domain expertise in 1-2 areas
* Successfully navigate Customer landscape to drive mutual success - understand and manage political realities to achieve goals
* Expertise of IT standards/frameworks (e.g. ITIL, eTOM) and trends (e.g. cloud)
* Demonstrated ability to apply ITIL processes to delivery teams
* Thorough understanding of and experience applying all elements of Technical Support to delight customers
* Ability to formulate and deliver complex presentations throughout Cisco and to customer technical departments
* Manage an organization of mangers & CSEs of all levels (generally a team of 100 or more people)
* Operational mind-set and disposition
* Proven ability to work cross-functionally and cross-corporations.
* Ability to balance customer, organizational, and employee demands.
* Comfortable working in a dynamic and evolving organization and service
* Excellent verbal, written, and presentation skills
* Executive engagement - communication, presence and skills
* Financial Acumen - understand finance and P&L process and standards
* Ability to address technical and business issues, establish get well plans, and drive corrective actions.
* Knowledge of Cisco Architectures an advantage

Education & Experience:

* BSCS or BSEE or MBA, equivalent plus 20+ years relevant industry related experience (e.g. Telecommunication domain expertise)
* Technical & Business certifications (e.g. ITIL, CISSP, PMP, CCIE) desired

About Cisco
The Internet of Everything is a phenomenon driving new opportunities for Cisco and it's transforming our customers' businesses worldwide. We are pioneers and have been since the early days of connectivity. Today, we are building teams that are expanding our technology solutions in the mobile, cloud, security, IT, and big data spaces, including software and consulting services. As Cisco delivers the network that powers the Internet, we are connecting the unconnected. Imagine creating unprecedented disruption. Your revolutionary ideas will impact everything from retail, healthcare, and entertainment, to public and private sectors, and far beyond. Collaborate with like-minded innovators in a fun and flexible culture that has earned Cisco global recognition as a Great Place To Work. With roughly 10 billion connected things in the world now and over 50 billion estimated in the future, your career has exponential possibilities at Cisco.

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