Expression of Interest - Leader, Customer DeliveryLocation: North Sydney, Australia
Area of Interest: Customer Experience
Job Type: Professional
Job Id: 1431974
Application Date: Open from 8 November 2024 to 9 December 2024
Role Type: Full time
What You'll Do Customers are in a unique position to help businesses with their digital transformation, but they are also in the midst of their own transformations. As they transform, they need their suppliers to be aligned with their evolving business needs. New technologies and unprecedented demand for scalability are making it harder to manage infrastructure complexity, especially in light of today's IT cost pressures.
Many customers are asking, "How do I maintain a high level of business continuity—and do more with less?" Everybody wants to keep their business processes running, accommodate new technologies, and hold the line on costs. Customers are also looking for ways to simplify their engagement with service suppliers and reduce their effort in managing incidents.
Expert Care helps customers manage incidents but also provides guidance and support to help achieve their desired operational goals and objectives. With a service model that is with them throughout their entire solution journey, customers are assured that delivery teams are coordinated, communicating, committed to key performance indicators, and employing common tools and processes.
This role is to lead the Expert Care delivery team, made of technical and non-technical experts across Australia and New Zealand.
Who You'll Work With Expert Care is a fast-paced, profitable, and well-established Customer Experience (CX) Organization! There is never a dull moment in Expert Care and in this role, you will be empowered to make decisions and drive successful business outcomes that impact and benefit Cisco's top customers globally!
The ANZ CX Delivery Team is focused on helping drive new opportunities for Cisco and transforming our customers' businesses. Today, we are building high-performing teams that are tightly engaged with our clients, understand their business imperatives, and can orchestrate the execution of our services to meet our clients' business needs. As a team, we will collaborate with like-minded innovators in a fun and flexible culture that has earned Cisco global recognition as the Best Place To Work.
Who You Are Supervised the activities of a national dynamic team with responsibility for results in terms of customer satisfaction and delivery assurance.Expanded the Expert Care footprint by working closely with the immediate team and sales teams to drive business growth and retention (customer renewals).Fostered professional development within the organization.Recruited and hired the best talent to support new Expert Care customer engagements.Led, promoted, and engaged in cross-functional collaborations across Product and Service teams and throughout Cisco.Identified, developed, and shared operational customer best practices in efforts to continue evolving and elevating the organization.Minimum Requirements: BA, BS, BSCS, or BSEE degree.5+ years of experience managing operations managers, technical engineers, or project managers in a high-tech company/environment.5+ years of experience in customer support, knowledge of inter-networking technologies, and the competitive Enterprise segment.Experience in leading a high-performing team in applying all elements of Operational support and Delivery excellence.Ability to travel, mostly within Australia and New Zealand.Desired Skills: People leadership.Thorough understanding of IT technologies and strong knowledge of Cisco Services and Products desired.Understanding of organization finances and budget management.Demonstrated industry awareness and extensive understanding of Enterprise market trends and transitions.Why Cisco At Cisco, each person brings their unique talents to work as a team and make a difference. Yes, our technology changes the way the world works, lives, plays, and learns, but our edge comes from our people. We connect everything – people, process, data, and things – and we use those connections to change our world for the better. We innovate everywhere - From launching a new era of networking that adapts, learns, and protects, to building Cisco Services that accelerate businesses and business results.
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