Customer Delivery Leader-Quebec

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  • Location:
    Offsite, Montreal, Quebec, Canada
  • Area of Interest
    Customer Experience
  • Compensation Range
    129300 CAD - 171900 CAD
  • Job Type
    Professional
  • Technology Interest
    Cloud and Data Center, Networking
  • Job Id
    1418678
What You'll Do:
The Cisco Customer Experience team in Canada is in search of a seasoned leader and effective communicator with a profound grasp of business fundamentals, service lifecycle execution, and cross-functional team alignment. This individual will spearhead a team comprising Engineering Technical Leaders, Delivery Architects, and Networking Consulting Engineers delivering Cisco’s Advanced Services (AS).

In addition to managing the team, your responsibilities will encompass nurturing technical consulting talent, ensuring customer satisfaction, supporting business development initiatives, and overseeing delivery activities.

Success in this role hinges on a comprehensive grasp of Enterprise Networking solutions, customer requirements, and key business metrics. Moreover, it requires the ability to effectively influence and guide internal stakeholders, partners, and customers. 

Additionally, as part of this role, you must be prepared to travel up to 20% of the time to support delivery engagements and client business development activities.

Essential Job Responsibilities Include:
  • Lead and Manage High-Performance Team: Foster a collaborative environment among technical leaders, networking architects, and networking consulting engineers. Guide, mentor, and develop team members for personal and professional growth. Provide leadership, clear communication, and direction.
  • Operational Efficiencies and Automation: Drive process improvements and innovative solutions in service delivery. Champion automation to streamline workflows, reduce manual tasks, and enhance efficiency. Understand the delivery process and step in to resolve engagement roadblocks. 
  • Nurturing Talent : Provide development guidance to the professional services team to improve team members' technical and consulting skills. Develop strategies for broadening and deepening team expertise across various networking architectures and technologies. 
  • Stakeholder Engagement:
  • Build and maintain strong relationships with key stakeholders. Align service delivery with customer needs and business goals. Act as a liaison with sales teams on best practices and collect feedback.
  • Major Outage Leadership: Serve as the primary contact during major network outages.
  • Performance Metrics Management: Implement and manage KPIs, SLAs, and the team's field scorecard to measure and enhance service delivery quality and team’s performance.
  • Continuous Improvement : Lead initiatives promoting innovation and new technologies/methodologies to enhance service delivery.
  • Compliance and Best Practices: Ensure adherence to industry standards and best practices in network architecture and engineering for security and reliability.
  • Cross-functional Collaboration: Facilitate collaboration within the organization for seamless service delivery and prompt issue resolution. Participate in major cross-functional engagements affecting Cisco business, product, or service leadership with the goal of improving overall Cisco Customer Experience delivery to customers. Actively participate in field and customer meetings, liaising with sales teams, Business Entities, and Business Operations.
  • Knowledge Management: Establish an enterprise knowledge management practice to capture best practices, foster innovation, boost productivity, and facilitate efficient knowledge sharing across all theaters.
  • Staffing Oversight: Oversee staffing requirements to ensure optimal resource allocation and high staff satisfaction and performance.
  • Agility and Business Alignment: Emphasize agility in delivery engagements, focusing on outcomes over outputs for delivery consistency and accelerated value. Manage overall resource allocation, contract negotiation, and customer issue resolution. Support project scoping, project organizing, project delivery oversight, and conflict/issue resolution. Participate in Monthly Business Reviews (MBR) and Quarterly Business Reviews (QBR).

Who You'll Work With
Working directly with Customer Program Managers, Project Managers, Engineering Technical Leaders, Delivery Architects, and Networking Consulting Engineers in Canada, you will partner with Cisco’s brightest talent in services, sales, operations, and engineering working on innovative solutions Cisco is taking to market for customers.

Who You Are
You possess robust leadership and communication skills, coupled with a profound understanding of business fundamentals and service lifecycle execution. Ideally, you bring extensive experience in a related field, demonstrating industry knowledge and expertise in operations or delivery management. Prior involvement with Cisco Services is advantageous, alongside a comprehensive understanding of Cisco and competitor technologies, as well as industry trends.
You excel in working autonomously, exhibiting strong collaboration within management teams. You possess the capacity to independently identify and address complex issues, influencing strategic direction effectively. Your adeptness in people management, leadership, and development underscores your ability to inspire and guide teams. Additionally, you leverage your applied knowledge to influence stakeholders and demonstrate superior interpersonal abilities.

As a driven professional, you exhibit tireless energy and an entrepreneurial spirit, willing to take calculated risks. Your confidence allows for effective delegation and empowerment of your team, fostering a culture of autonomy and achievement.

Minimum Requirements:
  • Bachelor's degree in engineering, business administration, or management. 
  • 10+ years of management experience in Professional Services team management, service delivery, or related field.
  • Prior experience in Professional & Consulting industry preferred.
  • Awareness of best practices in service delivery and resource management, including familiarity with methodologies like ITIL or Lean Six Sigma.
  • High-level knowledge of Cisco Products and solutions such as Application Centric Infrastructure (ACI), Software Defined Access (SDA), Software Defined WAN (SDWAN), UCS Compute, and DevNet platform.
  • Experience with workforce planning, staffing, and allocation of resources to meet service delivery goals and project requirements.
  • Knowledge of HR processes, including recruitment, onboarding, training, and performance evaluation.
  • Excellent interpersonal and communication skills are essential for coordinating with different departments, understanding project needs, and effectively managing resources.
  • Ability to analyze resource utilization, forecast future needs, and prepare for changes in demand.
  • Strong problem-solving skills to address staffing challenges and ensure that customer needs are met without overtaxing resources.
  • Proficiency in resource management tools and software.
  • Proven ability to lead and manage teams, including conflict resolution, motivation, and maintaining high morale.
  • Understanding of customer experience principles and a commitment to ensuring that resource management aligns with CX goals.
  • Familiarity with project management principles and the ability to coordinate with project managers to understand and meet staffing requirements.
  • Capability to manage budgets related to hiring, training, and other resource-related expenses.
  • Knowledge of employment laws and regulations that might affect staffing and resource allocation.
  • Adaptability, strategic thinking, and the ability to work under pressure are often necessary.
Fluency in Canadian French Language is a must in this role. 

Additional Skills Required:
  • Ability to articulate an overall vision and strategy and drive to achieve it.
  • Ability to formulate and deliver effective presentations.
  • Time/project management skills.
  • Negotiation skills.
  • Be a role model, exhibiting personal competencies of self-awareness, self-regulation, self-motivation, and social awareness.
If you meet these minimum requirements and are ready to take on the challenge of leading our high-performance team, we encourage you to apply.

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. #WeAreCisco
#LI-PS3
Message to applicants applying to work in the U.S. and/or Canada:

When available, the salary range posted for this position reflects the projected hiring range for new hire, full-time salaries in U.S. and/or Canada locations, not including equity or benefits. For non-sales roles the hiring ranges reflect base salary only; employees are also eligible to receive annual bonuses. Hiring ranges for sales positions include base and incentive compensation target. Individual pay is determined by the candidate's hiring location and additional factors, including but not limited to skillset, experience, and relevant education, certifications, or training. Applicants may not be eligible for the full salary range based on their U.S. or Canada hiring location. The recruiter can share more details about compensation for the role in your location during the hiring process.

U.S. employees have access to quality medical, dental and vision insurance, a 401(k) plan with a Cisco matching contribution, short and long-term disability coverage, basic life insurance and numerous wellbeing offerings. Employees receive up to twelve paid holidays per calendar year, which includes one floating holiday, plus a day off for their birthday. Employees accrue up to 20 days of Paid Time Off (PTO) each year and have access to paid time away to deal with critical or emergency issues without tapping into their PTO. We offer additional paid time to volunteer and give back to the community. Employees are also able to purchase company stock through our Employee Stock Purchase Program.

Employees on sales plans earn performance-based incentive pay on top of their base salary, which is split between quota and non-quota components. For quota-based incentive pay, Cisco typically pays as follows:

.75% of incentive target for each 1% of revenue attainment up to 50% of quota;

1.5% of incentive target for each 1% of attainment between 50% and 75%;

1% of incentive target for each 1% of attainment between 75% and 100%; and once performance exceeds 100% attainment, incentive rates are at or above 1% for each 1% of attainment with no cap on incentive compensation.

For non-quota-based sales performance elements such as strategic sales objectives, Cisco may pay up to 125% of target. Cisco sales plans do not have a minimum threshold of performance for sales incentive compensation to be paid.

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