Leader, Customer Delivery

Job description

Meet the Team At Cisco Professional Services, we revolutionize how technology is deployed, adopted, and operated in the AI era. We integrate deep cross-architecture expertise — spanning networking, data centers, security, collaboration, observability, and mass-scale infrastructure — with AI-powered digital insights and advanced automation. We ensure our technology strategy translates into real-world business success, powered by our unique differentiators. Your Impact You’ll be responsible for managing a team of Consulting Engineers/ Technical Leaders delivering complex customer programs within Cisco Customer Experience (CX). This role ensures delivery excellence, governance, predictability and customer outcomes across a portfolio of Service Provider, Data Centre and strategic customers. This role balances people leadership, customer delivery, while partnering closely with Global CX PM, CX Eng, CX Lab teams, CX Theatre and wider CX community to enable successful lifecycle execution. Drive organizational initiatives, strategic priorities and transformations for future digitized delivery with AI capabilities in line with CX Roadmap. What You’ll Do Drive performance management, goal setting, career development, and engagement. Help improve quality, efficiency, and effectiveness of CX. Ensure staffing alignment, capacity planning, and skills readiness. Ambassador of conscious culture; foster an inclusive, high-performance team culture aligned to Cisco values. Cultivate an environment of diversity, equity and inclusion. Guide and govern the current and future skills for the organization Align organisation direction and program execution to account plans, renewals and adoption goals, position value of Cisco as part of a comprehensive outcome-based solution. Lead Growth Initiatives for APJC region. Be a trusted advisor, understand customer market and industry, Identify risks and proposes mitigation plans and help customers in achieving business outcomes, operational, program, or service objectives. Build & maintain key CX and customer-partner relationships facilitating outstanding customer experience. Connect with Cisco internal, customers, and partners across functions and boundaries to achieve significant results for Customers as well as Cisco's success. Drive AI first mindset and direct team for AI integrated delivery approach. Support digital delivery initiatives and CX transformation programs. Minimum Qualifications At least 3 years as a People Leader with Professional Services experience. 10+ years of IT industry experience Strong experience and exposure to one of the Technical Domains, Cisco Services, PS delivery methodologies and architecture (networking, service provider, migration, data center or software). Experience working in a matrixed, global organization. Preferred Qualifications Exposure to Cisco technologies or large enterprise IT environments. Strong customer-facing and executive communication experience and skills. Communication in local language to support ASEAN customers. CCIE is preferred Why Cisco? At Cisco, we’re revolutionizing how data and infrastructure connect and protect organizations in the AI era – and beyond. We’ve been innovating fearlessly for 40 years to create solutions that power how humans and technology work together across the physical and digital worlds. These solutions provide customers with unparalleled security, visibility, and insights across the entire digital footprint. Fueled by the depth and breadth of our technology, we experiment and create meaningful solutions. Add to that our worldwide network of doers and experts, and you’ll see that the opportunities to grow and build are limitless. We work as a team, collaborating with empathy to make really big things happen on a global scale. Because our solutions are everywhere, our impact is everywhere. We are Cisco, and our power starts with you.