Services Onboarding Manager - Technical

  • Location:
    St Leonards, NSW, Australia
  • Area of Interest
    Engineer - Network
  • Job Type
  • Technology Interest
  • Job Id

What You’ll Do

It is an exciting time to be in Cisco Services.

We are seeking a Services Onboarding Manager (SOM) in the Technical Services organization, responsible for the process of post sales customer engagements of Cisco’s smart services and new service offerings including, but not limited to Smart Net Total Care (SNTC), Smart Call Home (SCH), and SDA (Smart Data Advantage) , Solutions Support, Security

This role will be responsible for supporting Cisco’s sales account teams and Smart Services Consultants in the sales region, in customer engagements with Cisco’s selected top tier of Service Providers, Enterprises, and Public Sector clients.

You will be a strong communicator and customer relationship manager with excellent project management skills, probably from a Customer Service or Project Management background, and to be constantly seeking partnerships to deliver on results.

The SOM will also be responsible for maintaining visibility through a weekly update of active account progress, and for planning, managing and scheduling the priorities to direct Deployment Engineers. The SOM will pro-actively bring new ideas into the team for improving process efficiency.

A strong background in understanding IT Operations of Cisco customers and their current business needs, as well as experience in configuring, deploying and troubleshooting Cisco network devices would be highly desired and fundamental knowledge in ITIL, Networks, and Linux/UNIX. An extended experience in how vendor services are working today for an IT operations team is a must.


  • Manage the end-to-end process from request for service, through to contract update and maintenance by planning and project managing the entire customer engagement for the delivery of SNTC
  • Manage manual process of reconciling customer’s installed base data with the overall SNTC contract
  • Manage Agreement for Installed Base Inventory Collection
  • Provide support/oversee collection based and collection-less uploads (CSV file import, CSPC collector, NetformX) and future 3rd party collectors
  • Manage process of reconciling collection output with SNTC contract\
  • Responsible for identifying and driving utilisation of the Smart Services portfolio into customers and partners.
  • Plan and manage resourcing for data collector (CSPC) deployment and collection phase of process through deployment engineers
  • Assist customers with configuration, registration and troubleshooting of Cisco Smart Call Home on customer network devices
  • Assist customers with SDA enablement.
  • Interact with Cisco sales teams, BDMs, Service Sales and customers to ensure adequate stakeholder management
  • Manage process of achieving high validation rate of line items in contract, i.e.:ensure line items are quotable
  • Oversee contract accuracy and correctness
  • Oversee continuous Moves/Adds/Changes/Deletes (MACD) process over the life of the SNTC engagement
  • Communicate with customers the service offer descriptions and above support processes.

Who You’ll Work With

You will liaise closely with a range of stakeholders to schedule and manage the timely and effective delivery of SNTC, SCH, and SDA including: TS Service Enablement APJC, Smart Services Consultants, Cisco Services - TS delivery, Supply Chain, STS, TSA, Deployment Engineers and Data Analysts, Service Sales, Sales Operations and Customer Service teams, Service Product Management Support to provide timely support on pre-sales technical marketing and demonstrations activities and post-sales customer project management & delivery completion.

Who You Are

Minimum Qualifications

·         You have minimum of 5 years of experience in the information and network security industry.

·         CCNP in R&S or Security

·         Good understanding of Enterprise technologies

·         Bachelor's degree in science, engineering, or mathematics required (or additional 2 years of experience in the information and network security industry).

·         Strong written and verbal communication


Desired Skills

·         Master's degree in science, engineering, or mathematics.

·         Cisco Certified Internetwork Expert (CCIE) desired in one or more of the following areas: Routing and Switching, Security

  • Working experience desired in most of the following specialization areas: Cisco Routers, Switches, ISE, UCS, Linux, WLC, AIREOS & IOS-XE

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.


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