EMEAR Sr. Manager Cloud Managed Services

  • Location:
    Krakow, Poland
  • Area of Interest
    Technical Support
  • Job Type
    Professional
  • Technology Interest
    Networking
  • Job Id
    1208194
New
What You'll Do
Cloud and Managed Services (CMS) organization seeks a Senior Manager to join a team of extremely talented professionals supporting strategic accounts. This is a great opportunity for someone with patience and an empathetic view of the customer to hone their skills and advance their career providing value to customers while working with an industry leader in technology.

Responsibilities:
* Supervises the activities of a CSE team with responsibility for results in terms of customer service satisfaction
* Manages CSEs of all levels, geographies; generally responsible for a team of to 60+ people
* Workload management among team members, including implementation of innovative ticket/case management techniques
* Mentors other managers in management and Cisco practices
* Assumes leadership role in CMS or cross-functional teams to drive service delivery and/or product improvements
* Represents CMS in EBC's and tours
* Participates in major cross-functional projects affecting Cisco business, product, or service leadership
* Identifies and works on issues that affect worldwide CMS and other services teams
* Provides management guidance to all levels of exempt employees on accomplishing goals
* Work is reviewed and measured based on attainment of objectives and overall success of department

Who You'll Work With
Cisco CMS team is a dynamic and growing organization looking for a Senior Manager to lead teams of customer support engineers who deliver CMS services. The manager handles escalations and assumes ownership for the end-to-end customer experience. Serving in a liaison role, the manager creates a bridge that connects the technical and business perspectives of customer engagements. The ideal candidate demonstrates knowledge of Cisco processes and team dynamics across the organization, as well as the superior coaching and motivational skills required to engage, develop and retain top talent on a high-performance team.

Who You Are
The ideal candidate demonstrates an aptitude and appetite for learning new skills, and applying this to drive customer satisfaction.
Relationships:
* Reports to a CMS senior manager
* Builds strong team relationships with CMS teams and peers

Travel / Shifts:
* Occasional travel to customer meetings
* The job holder will work to European office business hours and provide escalation point to customer problems

Required Experience:
* Typically requires BSCS or BSEE or equivalent plus 15+ years-related experiences.
* Fluent English speaker/writer
* Possesses detailed business knowledge of Cisco products specific to Cisco CMS product suites and/or project/program management in the managed services space
* Direct experience with Managed Services industry including in-depth understanding of strategic and tactical components
* Possess 6+ years-prior management experience
* Certifications: ITIL Intermediate v3, PMP

Desired skills:
* Demonstrated drive for continuous learning, results-orientation, and teamwork
* Professional & concise communication (written & verbal)
* Flexible: very able to adapt to a changing environment
* Out-of-the-box thinker
* Ability to drive change through innovation & process improvement
* Performs well under pressure and in disruptive environments where priorities can change in response to customer demand
* Executive level communications, tailored to unique situations
* Operational mind-set and disposition
* Proven ability to work cross-functionally and cross-corporations
* Comfortable working in a dynamic and evolving organization and service
* Complete understanding of and experience in leading a team in applying all elements of Technical Support
* Proven business and technical expertise and extensive customer service engineering experience
* Demonstrates strategic skills
* Excellent working relationships with other customer service organizations within Cisco and with appropriate business units
* Ability to formulate and deliver complex presentations throughout Cisco and to customer departments
* Demonstrated industry awareness

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

We connect everything - people, process, data and things. We innovate everywhere to create fresh ideas and possibilities. We make a meaningful difference that will benefit everyone - our people, our customers and the world around us.

Our technology changes the way the world works, lives, plays and learns. But our edge doesn't come from technology. It comes from our people. We're looking for the kind of people who take smart risks, thrive in diverse environments, inspire their colleagues, and are committed to having an impact on the world. Whether you create technology solutions that redefine business or build connections that strengthen the community, you can make it happen at Cisco!

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