Director, Customer Delivery

About the Role and Team

Based in Germany with travel requirements of approximately 30%, this role is embedded in Cisco's Customer Experience (CX) team, a dynamic group dedicated to transforming customer service by delivering tailored, proactive, and predictive experiences. The team aims to maximize customer value from Cisco technology by building trusted, lasting relationships and driving innovation with simplicity and a customer-first mindset. The position operates within the German and EMEA contexts, collaborating cross-functionally to redefine service delivery and software utilization.

Key Responsibilities

• Lead the Customer Experience Engineering organization in Germany to drive growth and optimize customer business outcomes.
• Manage critical customer projects across both private and public sectors.
• Collaborate closely with CX and Sales leadership to develop service delivery capabilities and foster adoption.
• Accelerate implementation of an AI-first strategy within all team operations to enhance speed, efficiency, and unlock new technology value.
• Coordinate with other regional theater leaders across EMEA for strategy alignment.
• Promote transparency and accountability, nurturing a culture of trust, high performance, and continuous innovation.

Candidate Requirements

• Proven executive with a growth-oriented, AI-first mindset, experienced in high-velocity, large-scale IT infrastructure environments at national or regional levels.
• At least 15 years in the software, services, and technology industries with substantial general management experience.
• Minimum 5 years in senior leadership managing leaders and overseeing financial responsibility for services and product P&L at scale.
• Track record of deploying AI and automation solutions to drive operational efficiency and speed in technology settings.
• In-depth technical knowledge of Cisco's portfolio, including networking, security, software, and observability.
• Exceptional ability to establish executive customer relationships founded on trust and dedication to the customer mission, resulting in increased impact and Cisco growth.
• Preferred qualifications include strategic problem-solving skills, strong business acumen linking technology and management decisions, entrepreneurial leadership of matrix teams up to 200 people, and experience nurturing senior-level cross-functional relationships.
• Established connections with senior IT leaders and a history of talent development are advantageous.

About Cisco

Cisco is at the forefront of transforming how data and infrastructure interconnect and protect organizations, especially in the evolving AI landscape. With 40 years of fearless innovation, Cisco delivers unparalleled security, visibility, and insights globally, fostering collaboration and driving impactful technology solutions. The company values teamwork and empathy to achieve large-scale outcomes worldwide.