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Delivery Operations Manager (Cisco) (USA)

San Francisco


  • At least 10 years’ experience in an IT management function, of which 5 years’ experience has been as an technical resource in a second line support role, preferably in a leadership role.
  • At least 3 years’ experience in a service delivery role ensuring the delivery of services meet agreed SLA’s.
  • Strong interpersonal skills to interact with Customers, Services and Operational managers and staff.
  • Deep knowledge of principles, practices and theories in Service and Operations management.
  • Certified in (at least) ITIL V3 fundamentals and have a deep knowledge of ITIL processes.
  • Experienced in managing OPEX and CAPEX budgets.
  • Experienced in developing strategic plans for an IT organization.
  • Knowledgeable in Service Level management and reporting.
  • Strong communications skills.
  • Ability to interact with Customers and internal management at all levels.
  • Broad understanding and experience in server, database, storage, networks, desktop, and applications technologies and support processes.
  • Ability to use ITIL based global tools and processes.
  • Self-motivated individual with excellent interpersonal, communication and influencing skills.
  • Ability to work in a global environment; this might include customers, customer segment teams, application focal points, other teams and vendors.
  • Excellent Customer interface/service skills.
  • Excellent time - management skills.
  • Understanding of the customer business.

Main skills:

Critical Thinking and Problem Solving

  • Recognizes organizational and resource problems or situations that are new or without clear precedent.
  • Evaluates alternatives and finds solutions.
  • Develops improvements and innovations to enhance organizational performance.
  • Provide high quality, balanced analysis and advice on a range of issues of considerable complexity within specified SLA.
  • Analyses problem by collecting available data, eliciting additional information, shifting out irrelevancies, constructing an accurate picture of the situation and distilling the key issues.
  • Evaluates solutions critically on the basis of logical assumptions, factual information and chooses appropriate solution.


  • Participate in Service Level performance and service excellence reviews.
  • Host monthly customer Service Level Meetings.
  • Creates a sense of belonging and ownership of the service provided to our Customers.
  • Responsibility; promotes mutual support and interaction.
  • Consults and provides advice, facilitates discussion and resolves conflict; establishes trust; builds and uses cross-functional relationship to accomplish work objectives.

Communication Effectiveness

  • Ensure that customer satisfaction in all interactions meets the contracted Customer Service levels.
  • Maintain a high level of Customer Satisfaction.
  • Conveys goals and objectives clearly, interprets customer’s requirement and implement the expected service delivery.
  • Influence others with tact and diplomacy and convince others to gain cooperation and eliminating conflict.
  • Maintain a well-developed network of individuals and organizations to assist in achieving work related goals.
  • Ability to work with international staff across multiple time zones.


  • Use of end-to-end processes and tools in order to understand the management of incidents, changes, assets, and service interruptions.
  • Promoting use of end-to-end processes such as incident management, change management, and situation management.
  • Ensure appropriate escalation actions are taken, using the global tools and processes available.
  • Involved in any operational changes to the service, organization, tools and processes.
  • Asset Management; drive for a 100% accurate administration of supported assets, agreed service levels and billing.
  • Looks to improve efficiencies of processes.


  • Develop and maintain a faceoff chart of Customer, Services, and Production staff which defines the relationship of how these organizations interact.
  • Coordinate and publish the annual strategic plan (Services, CAPEX/OPEX investments, Staffing, infrastructure).
  • Host monthly Customer communications meeting which present the quality and services provided.
  • Interface with Production Lines of Service on adherence to agreed SLA’s.
  • Interface with Production Lines of Service on capacity which would include Servers, Backups, Storage, staffing, new services.
  • Support Sales and Services on new Customer service offering.
  • Accountable for compliance to ITIL and operational processes.
  • Accountable for Configuration Management Database accuracy.
  • Interface with other managers on standardizing of reporting and customer communications
  • Accountable for audit compliance.


  • Unique working environment where you communicate and work directly with client
  • Usage of the latest technologies and tools
  • State of the art, cool, centrally located offices with warm atmosphere which creates really good working conditions
  • High salary

Контактные данные:

Опубликовано 31 Августа 2015 —
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