What You’ll Do

The program manager plans and oversees support and service activities for Cisco products adoption and services for a designated client or group of clients. The CPM also ensures quality service and operational performance within program and delivery standards. Develops client relationships and understanding of client business and product installations to identify service needs, plan service delivery, and drive proactive service and support mechanisms to reduce client downtime and support costs. Acts as a single point of client contact to coordinate the resolution of service incidents and escalation of technical issues. Collaborates with sales and support groups to demonstrate the value of support offering to clients and identify opportunities for services business expansion.

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.

Who you are.

Strong collaboration and communication skills and strong cross-functional leader. Builds and nurtures strong client relationships with key stakeholders and manages client expectations to enable realization of customer outcomes from the execution of contracted services. Diplomatic, confident, and effective communication and negotiation skills to resolve/prevent over/under delivery in a manner that ensures stakeholder delight.

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.

• Fluency in Canadian French Language is a must in this role.

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.

• Security Clearance

Why Cisco

#WeAreCisco. We are all unique, but collectively we bring our talents to work as a team, to develop innovative technology and power a more inclusive, digital future for everyone. How do we do it? Well, for starters - with people like you!

Nearly every internet connection around the world touches Cisco. We’re the Internet’s optimists. Our technology makes sure the data traveling at light speed across connections does so securely, yet it’s not what we make but what we make happen which marks us out. We’re helping those who work in the health service to connect with patients and each other; schools, colleges, and universities to teach in even the most challenging of times. We’re helping businesses of all shapes and sizes to connect with their employees and customers in new ways, providing people with access to the digital skills they need and connecting the most remote parts of the world - whether through 5G, or otherwise

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).

We know that powering an inclusive future starts with us. Because without diversity and a dedication to equality, there is no moving forward. Our 30 Inclusive Communities, that bring people together around commonalities or passions, are leading the way. Together we’re committed to learning, listening, caring for our communities, whilst supporting the most vulnerable with a collective effort to make this world a better place either with technology, or through our actions.

So, you have colorful hair? Don’t care. Tattoos? Show off your ink. Like polka dots? That’s cool. Pop culture geek? Many of us are. Passion for technology and world changing? Be you, with us! #WeAreCisco

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.

Cisco will consider for employment, on a case by case basis, qualified applicants with arrest and conviction records.