Customer Program Manager

5 months ago

Riyadh, Saudi Arabia Cisco Systems Full time

**Who You'll Work With**

The Customer Program Manager is instrumental in leading exceptional experiences for our customers as they are the liaison with Sales, our Delivery functions, and our service provider customers, building trusted relationships and demonstrating value. Customer satisfaction is our key driver. Take ownership of the customer service delivery experience and assume responsibility for the delivery, management, continuous improvement, and growth of Cisco Services.

**What you’ll do**
- Lead programs that consist of multiple projects, perform overall program-level planning, resource management, stakeholder engagement, communications planning, and oversight of interdependent projects ensuring a smooth transition to Operations
- Provide vision, strategy, governance, and business objective alignment
- Responsible for program profitability and maintaining program financial reports and proactively focuses Margin optimization activities
- Drive collaboration with Sales and Business Development, find opportunities for additional business, manage presales negotiations, requirements gathering, and renewals

**Responsibilities include,**
- Leading portfolio of programs and projects comprising multiple projects, ensuring dependencies are managed, and the overall program delivers value to the customer. Including the pre-sales cycle and stakeholder management, and is responsible for the profit and loss (PNL).
- 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.

**Minimum Requirements**:

- Bachelor's or Preferably Master’s degree in engineering, business administration, or management.
- 10+ years of management experience in Professional Services team management, service delivery, or related field.
- Preferably PMP or PgMP or similar certification
- Preferably worked or led large service provider project or programs
- Prior experience in the Professional & Consulting industry is preferred.
- Awareness of best practices in service delivery and resource management, including familiarity with methodologies like PMI, ITIL, Agile or Lean Six Sigma.
- High-level technical background and knowledge in Technology, Networks, and preferably Cisco Products and solutions such as software platforms.
- Experience with workforce planning, staffing, and allocation of resources to meet service delivery goals and project requirements.
- Excellent interpersonal and communication skills are essential for coordinating with different departments, understanding project needs, and effectively managing resources.
- Ability to analyze resource utilization, forecast future needs, and prepare for changes in demand.
- Strong problem-solving skills to address staffing challenges and ensure that customer needs are met without overtaxing resources.
- Proficiency in resource management
- Proven ability to lead and manage teams, including conflict resolution, motivation, and maintaining high morale.
- Understanding of customer experience principles and a commitment to ensuring that resource management aligns with CX goals.
- Familiarity with project management principles and the ability to coordinate with project managers to understand and meet staffing requirements.
- Adaptability, strategic thinking, and the ability to work under pressure are often necessary.
- **Saudi Nationality is required**

**Why Cisco**

WeAreCisco, where each person is unique, but we bring our talents to work as a team and make a difference powering an inclusive future for all.

We embrace digital, and help our customers implement change in their digital businesses. Some may think we're "old" (36 years strong) and only about hardware, but we're also a software company. And a security company. We even invented an intuitive network that adapts, predicts, learns and protects. No other company can do what we do - you can't put us in a box

But "Digital Transformation" is an empty buzz phrase without a culture that allows for innovation, creativity, and yes, even failure (if you learn from it.)

Day to day, we focus on the give and take. We give our best, give our egos a break, and give of ourselves (because giving back is

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