Cisco Senior Manager. Advanced Services in Mexico City, Mexico
Senior Manager. Advanced Services
Location: Mexico City, Mexico
Additional Location(s) San Jose, CR - Bogota, Colombia - Miami, USA
Area of Interest Technical Support
Job Type Professional
Technology Interest *None
Job Id 1226852
What You'll Do
As a Manager for the Advanced Services you will be leading a team of dynamic engineers considered subject matter experts in multiple Cisco technologies. You will direct large/complex delivery projects to ensure all team members are performing at or above Cisco standards. You will work closely with cross-functional managers and stakeholders to share information, support client requirements and ensure delivery projects are within budget and timelines.
We need a creative problem solver, comfortable with challenging the status quo and rapidly responding to escalated issues. We need a leader that can motivate a team of dynamic engineers to perform at their best and continue learning and growing professionally.
Your day to day will include (but are not limited to):
Manage team resources to provide delivery services to clients within budget and timelines.
Ensure team members engage in training and certification programs to maintain technical expertise levels and expand skills in new transformation areas, i.e. programmability, automation/orchestration, analytics/AI, etc.
Provide leadership to consulting engineers, project engineers, vendors, partners or subcontractors across all delivery projects.
Manage resolution of escalated project issues.
Provide consultative operations and business skills to identify, pursue and support the sales teams to close deals based upon a rigorous understanding of the customer’s business direction. Demonstrate the alignment with the customer through rigorous application of a deep knowledge of market factors, customer strategy and Cisco initiatives.
Engage with cross-functional team Managers, stakeholders and directors to share information, resolve potential issues, collaborate and leverage Cisco resources.
Lead services partner technical evaluation within region to align and segment delivery to maximize Cisco/partner efficiencies.
Customer Relationships: Command the relationship with operations executives for all aspects of Cisco services delivery, including but not limited to AS, TS, Product and Software. Act as the customer advocates, driving improvements and support with the business units, support and sales organizations. Develop, implement and deliver the relationship to include a communications plan, relationship map, and program office reporting structure, operations discussion and regular communication of Cisco services roadmap.
Process Excellence: Demonstrate ability to apply and coach team on following rigorous process approach to all aspects of management, operations, administration, team management, Cisco support, customer support and financial management. Demonstrate skills to understand articulate and explain how the process works as well as how to measure and manage compliance. Demonstrate continuous improvement in successful implementation of break fix process, communications process, sales process and internal support processes.
Support senior management in programs and initiatives aimed at growing the business, fostering people and increasing operational excellence.
Mentor, coach and motivate team to perform at peak levels.
Who You'll Work With
As an Advanced Services Manager you will lead one of the specialized teams ensuring excellence in delivery of service and performance. You will be part of the Technical Domain group within Customer Transformation Team for CANSAC/Mexico which provides flexible and innovative ways to help meet customer needs while improving profitability for Advanced Services (AS) delivery teams. You will collaborate with other Technical Domain groups and Advanced Delivery Network (ADN) through a global resource network to support customer engagements in the CANSAC/Mexico region. These capabilities expand Cisco's technical reach across all Cisco architectures – Enterprise Networking, Collaboration, Data Center/Virtualization, Security, Mobility, Video, NGN and OSS.
Who You Are
You have experience managing and delivering technical services. You can motivate a team of engineers to perform at and above Cisco standards. You are able to formulate and deliver complex presentations within Cisco and to technical departments leveraging your industry knowledge and experience. You are leader, coach, a mentor and an authority figure with strong influencing skills, not only at the account level but also the Cisco organization.
You can balance the operational duties of a manager with the ability to understand the big picture and transmit that to your team and colleagues. Your management style is inclusive, open and based on understanding the strengths and areas of opportunities of your team. Coaching and developing come naturally to you.
You have 10+ years’ experience managing teams of +10 engineers non-collocated with demonstrated leadership skills, preferably within a Services organization
BS Computer Science or equivalent
Fluent or Advanced Spanish and English communication skills (verbal and written).
Knowledge of IT Service Management/Operation.
Technical knowledge of one or more Cisco services portfolio (Mobility, Security, Borderless Networks, Data Center, Collaboration, NGO, OSS)
Understands Cisco sales process and tools and provide governance as well as guidance of application of these processes and tools to the business development teams.
Knowledge of service delivery metrics and cost structure to drive creative business models and financial win-win arrangements with the customer.
25% travel could be required
• Technical certifications in networking, processes, software
• Management courses/training
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.
Cisco is an Affirmative Action and Equal Opportunity Employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, gender, sexual orientation, national origin, genetic information, age, disability, veteran status, or any other legally protected basis.