Cisco Careers: Job Vacancy for Service & Support Manager, Customer Advocacy (United Kingdom)

The mission of Cisco's Investor Relations team is to always communicate with transparency and integrity. We strive to be a best in class resource for Cisco's investors and analysts and to be strategic partners for management. Our corporate social responsibility (CSR) programs are designed to provide long-term benefits to our employees, customers, shareholders, partners, and individuals in communities around the world. We believe that an inclusive and diverse workplace promotes a culture of creativity, innovation, and collaboration. We seek qualified candidate for the below position.




Requisition #: R894919 
Location: UNITED KINGDOM.ENGLAND.FELTHAM
Job Title: SERVICE & SUPPORT MANAGER.I..CUSTOMER ADVOCACY 
Region: EUROPEAN MARKETS
Area of Interest: Cisco Services (Formerly Customer Advocacy)
Level of Experience: Experienced - Non Manager
Flexible Work Option: Yes

Job Description: Cisco Services' mission is to accelerate customer success through innovative Services and world-class people, partners, processes, and tools. Services led interactions are a key differentiator to maximize the value of Cisco to customers and partners. 

Cisco Services, EMEA is committed to listening intimately to customers and understanding and addressing their needs, to create a world-class customer focused organisation 

Service & Support Managers provide a critical function in the execution of Cisco’s Services strategy. The UK & I Services organisation is looking for a senior candidate to fill the Service & Support Manager position within our most strategic accounts.

RESPONSIBILITIES 
The SSM will be responsible for driving services success and maximising business opportunities, through optimum customer satisfaction. The Service & Support Manager will:
• Create, maintain and communicate a tailored support plan to meet the customer’s evolving needs 
• Drive continual process improvement across all stakeholders (Cisco, Customer, and Partners) to achieve business goals and maximise service opportunities. 
• Develop service relationship and Cisco lock in with customer by demonstrating unique value and engendering trust 
• Feed customer requirements back into Cisco or partner 
• Align Cisco Services objectives with those of the product and services sales team. 
• Build executive/senior relationships within customer 
• Drive strategic Services programs, such as Support Model Optimisation, within accounts 
• Create and maintain a customised support engagement model detailing the service strategy for the account as it aligns with the overall product sales strategy 
• Introduce appropriate governance structure and relevant KPI’s for assigned accounts ensuring all parties (Cisco, partner, and customer) understand their roles and responsibilities
• Provide a critical escalation management function
• Act as a proactive change agent to shape services to meet evolving customer needs

SKILLS AND EXPERIENCE
• Computer Science degree or equivalent
• Minimum of five years experience in IT Service Delivery at the major account level
• Extensive Service Management experience
• Experience of ITIL/eTOM service management framework
• Understanding of IT sales cycle

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