Customer Engagement Manager
Core
Manage end-to-end delivery of managed service projects (optical, cloud, virtualization) for ICT clients, ensuring scope, schedule, and cost adherence while acting as the primary escalation point for customer satisfaction.
Role type
Senior IC Customer Engagement Manager (Managed Services Delivery)
Builds
Managed service delivery projects and operational support for optical, cloud, and virtualization infrastructure
Domain
ICT / Telecommunications / Networking
Required skills
Program/project management, stakeholder management, risk mitigation, incident management, SLA monitoring, cross-functional collaboration, negotiation, financial tooling, field coordination
Preferred skills
Build-operate-transfer (BOT) project experience, PMP certification, virtualization/networking certifications, ITIL v4/6 Foundation, MS/MBA, multivendor service provider experience
Technologies
Optical networking, cloud platforms, virtualization technologies, project management software, financial tools
Responsibilities
Drive onboarding from quote reception to service turn-up and monthly performance reporting; Manage project scope, schedule, costs, and resources across Ciena, partner, and third-party deliverables; Act as the counterpart to customer program leaders and escalation point for managed service activities; Execute hands-on project management for multiple concurrent projects; Prepare and present executive-level project communications and tracking; Identify, manage, and mitigate project risks; Coordinate field engineers for physical maintenance and critical issue resolution; Monitor incident management to ensure timely SLA resolution; Provide customers with updates on escalated incidents; Manage quality communication and processes to increase customer satisfaction; Follow up on open action items to ensure commitments are met.
Seniority
Senior, hands-on IC
