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Cisco Customer Program Manager Canada, Ontario, Ottawa 82402578
06.05.2024
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Responsibilities include,
- Leading programs comprising multiple projects, ensuring dependencies are managed, and the overall program delivers value to the customer.
- Providing vision, strategy, governance, and aligning business objectives.
- Tracking program metrics, managing financials, and ensuring profitability.
- Providing leadership and holding teams accountable for delivering programs on time, within budget, and with high quality.
- Conducting program-level planning, resource management, stakeholder engagement, and overseeing interdependent projects.
- Acting as a mentor and escalation point for project managers.
- Identifying opportunities for additional business, contributing to presales evaluation, requirements gathering, and renewals.
- Identifying risks and developing risk response strategies at the program level.
- Leading the execution of contract change management processes.
- Managing partner and subcontractor delivery and commercial aspects.
- Contributing to the wider program manager community by sharing lessons learned and best practices.
Delivery Leadership:
- High-impact, cross-functional leader accountable for the successful delivery of a complex portfolio of contracted professional services.
- Understands customers’ business priorities and demonstrates mastery to align and scale delivery resources to realize customer business outcomes.
- Demonstrates a broad business knowledge of Cisco product, services and technology in addition to a mastery of engagement delivery frameworks, protocols, industry and Cisco methods/tools for organizing, structuring and executing service delivery.
- Provides advice and insight to customer and internal teams on portfolio delivery expansion and potential renewal/upsell/cross-sell opportunities as input to overall account strategy.
- Evaluates AS quotes, LOEs, service design, margin, and other deal terms to ensure a proposed engagement can be delivered successfully within the contract boundaries.
- Responsible for forecasting AS revenue roll-up and managing project financials and P&L profitability.
- Provide leadership and hold the customer and program team accountable for delivering programs on time, within budget, and with high quality while achieving a high customer satisfaction score (CSAT).
- Superior ability to influence, manage, and lead matrix teams.
- Identify required services/deliverables to drive successful implementation.
Performance Measurements
- Customer satisfaction/Customer experience, Project Profitability, As Sold vs As Delivered Margin
- Driving efficiencies by leveraging automation and resource scalability (low-cost centers)
- Accuracy around Engagements Pipeline Visibility, Revenue, and Resources Forecasting.
Delivery Execution:
- Own customer delivery, efficiency, and quality - Manage risks, issues, escalations and fine tune execution.
- Assesses performance of portfolio of projects, anticipates potential problems and develops/executes a get-well plan to bring them back on track.
- Establish effective governance and communications structures for each program/account that drive consistent delivery excellence and outcomes for Cisco and our customers.
- Resolves delivery issues through problem triage, remediation planning, and internal and customer comms.
- Evangelizes delivery efficiency and use of automation to eliminate human error.
- Own demand and capacity management to ensure successful customer delivery.
- Supports customer escalation in their operational cycle for high priority/impact incidents.
Minimum Qualifications.
- BS in business or technical discipline with 5+ years of project management experience in complex projects.
- 3-5 years of either program management or service delivery experience supporting complex programs or portfolio.
- Proficiency in Agile project management methodologies and experience with JIRA.
- Strong verbal and written communication skills.
- Team orientation - working through complex leadership structures to successfully apply Project Management discipline to accomplish the work.
- PMP (Project Management Professional) certification.
Desired qualification (in addition to minimum qualification):
- 8-10 years of either program management or service delivery experience.
- PMI-ACP (PMI Agile Certified Practitioner) certification.
- MS in a business or technical discipline.
- Workflow automation (MS SharePoint or otherwise).
- Ability to leverage project management tools productively.
- Experience deploying/managing/optimizing large complex infrastructure projects.
- Fluency in Canadian French Language is preferred in this role.
- Security Clearance
We tackle whatever challenges come our way. We have each other’s backs, we recognize our accomplishments, and we grow together. We celebrate and support one another - from big and small things in life to big career moments. And giving back is in our DNA (we get 10 days off each year to do just that).
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