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About the Role

Own a program or portfolio of CX Professional Services and delivery projects for a leading Service Provider in Australia, ensuring services are delivered on time, within budget, and to a high quality standard. Drive customer satisfaction and successful adoption of Cisco SP solutions across deployments, migrations, and optimizations. Act as the senior delivery point of contact and "mini-GM" for the services program, owning scope, schedule, risk, commercials, and stakeholder alignment.

Responsibilities

Lead and supervise multiple customer-facing projects under a broader services program.
Coordinate delivery staff across a matrix: CX consultants/engineers, project managers, architects, partners, and subcontractors.
Act as first point of escalation for delivery issues, working with PMs to resolve risks, scope gaps, schedule slippage, and quality concerns.
Govern delivery quality and consistency across the program, ensuring artifacts meet standards before customer handover.
Align the delivery program with the customer's technical adoption plan and overall account strategy.
Own or co-own project/program budget: track costs, forecast, and ensure profitability or budget adherence.
Participate in scoping and proposals: validate that quoted scope matches the work, support Statements of Work, and manage contract change requests at program level.
Identify opportunities for additional services or expansions, feeding these into presales, renewals, and broader account planning.
Drive structured risk management and program governance cadences.
Maintain regular executive and operational touchpoints with the customer's leaders, architects, and engineers.
Communicate the value of delivered services so stakeholders clearly see progress against objectives.
Collaborate closely with CX Leaders, Customer Experience Managers, the Account Team, and partner/subcontractor leads.
Translate delivery and technical status into business-impact language for customer stakeholders.
Provide day-to-day leadership to a virtual delivery team: mentor project managers, guide engineers on delivery priorities, and align partner/subcontractor work and commercials.
Effectively lead a matrix team and act as the accountable owner for the services program.
Set and uphold delivery standards, ways of working, and continuous improvement across the program.

Requirements

Solid understanding of Cisco SP technology domains relevant to a carrier (MPLS, Segment Routing / SRv6, IGP/BGP, IOS XR platforms such as ASR 9000 and NCS 540/5500/5700/8000), sufficient to govern delivery and challenge designs.
Familiarity with SP delivery patterns: greenfield builds, brownfield migrations (e.g., ZTP-based device onboarding and router migrations), and network optimization programs.
Awareness of automation and assurance tooling (Crosswork Network Controller, Provider Connectivity Assurance) and how they fit delivery scope.
Around 8+ years in networking/telecom or IT, with strong experience in service delivery and leading large projects or programs.
Proven experience with budget/P&L, risk management, and contract/change management in a services context.
Track record delivering for SP, large enterprise, or public sector customers in a matrixed environment.
Excellent communication and stakeholder-management skills across both engineering and executive audiences.
High customer orientation: understands the business impact of delivery outcomes for a carrier and manages expectations transparently.
Proven ability to work under pressure, juggle multiple workstreams in parallel, and maintain structured, methodical program control.
Must have valid Australian working rights; Australian citizenship may be required given critical-infrastructure obligations.
Ability to obtain Australian security clearance (e.g., Baseline/NV1) may be required.
Typically requires Bachelor's degree in relevant field with 8+ years of related experience, or Master's degree with 6+ years of related experience, or equivalent related work experience.

Skills

Cisco SP technology domains
MPLS
Segment Routing / SRv6
IGP/BGP
IOS XR platforms
ASR 9000
NCS 540/5500/5700/8000
SP delivery patterns
Greenfield builds
Brownfield migrations
Network optimization programs
Automation tooling
Assurance tooling
Crosswork Network Controller
Provider Connectivity Assurance
Budget management
P&L management
Risk management
Contract management
Change management
Team Leadership
Project management
Communication skills
Negotiation skills
Presentation skills
Customer workshops
Executive updates
Sales processes
Presales processes
Scoping
Risk assessment
Legal contract work
Stakeholder management

Location

Sydney

Work Type

On-site
Hybrid

Experience Level

8+ years

Education Level

Bachelor's degree
Master's degree

About the Company

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.