At a Glance
- Tasks: Lead complex customer programmes and leverage AI for innovative project delivery.
- Company: Join Cisco, a leader in tech innovation and digital transformation.
- Benefits: Competitive salary, global collaboration, and endless growth opportunities.
- Other info: Dynamic team culture focused on continuous learning and innovation.
- Why this job: Shape the future of technology while making a real impact on global businesses.
- Qualifications: Experience in managing large-scale projects and using AI tools.
The predicted salary is between 60750 - 74250 £ per year.
Join Cisco Customer Experience (CX), where we partner with the world’s leading organisations to accelerate their digital transformations and unlock the full potential of their technology investments. Our team operates at the leading edge of modern service delivery, combining deep domain expertise, proven governance methodologies, and next-generation Artificial Intelligence to drive measurable business outcomes. In this collaborative, high-impact environment, you will work alongside a global network of strategists, engineers, and innovators who are shaping the future of enterprise delivery and redefining how technology powers global business.
Your Impact
As a Senior Customer Programme Manager, you will lead and manage the end-to-end lifecycle of large, complex, customer-facing projects and strategic programmes across Cisco’s advanced technology portfolio. This role requires a forward-thinking delivery leader who actively leverages modern Artificial Intelligence (AI) and intelligent automation to optimise delivery workflows, predict project risks, and drive operational excellence. Operating with full accountability for scope, schedule, budget, quality, and customer satisfaction, you will bridge strategic business goals with flawless execution. You will act as a key delivery partner to Customer Experience Managers (CXMs) and customer executive stakeholders, pioneering AI-augmented programme management practices across global delivery teams.
What You’ll Do:
- End-to-End Programme Leadership: Lead the full lifecycle of business-critical, customer-facing programmes and projects across Cisco technologies—from initiation and planning through to execution and closure—ensuring contracted business outcomes and strict compliance with Cisco’s delivery governance standards.
- AI-Driven Delivery & Automation: Champion the adoption and hands-on utilisation of AI and automation tooling to streamline resource capacity planning, automate reporting, perform predictive risk and critical path detection, and accelerate programme closeout activities.
- Executive Stakeholder Engagement: Cultivate and expand trusted relationships with customer C-level executives; provide strategic and technical leadership, steer sensitive discussions regarding programme health and expansion, and ensure customers fully leverage advanced capabilities to achieve their strategic goals.
- Financial & Commercial Governance: Oversee end-to-end financial strategy across programmes, including budget preparation, margin realisation, cost optimisation, invoicing, and payment tracking; manage disciplined project reflection in Cisco’s systems and tools.
- Partner & Vendor Management: Collaborate with Cisco vendor management teams and SDMs to source competitive bids, recommend partner selections, develop Statements of Work (SOWs), define Terms & Conditions (T&Cs), and enforce partner accountability and contract compliance.
- Cross-Functional Orchestration: Manage global delivery teams across multiple geographies, breaking down organisational silos, fostering cross-delivery integration, and aligning diverse stakeholders around unified milestones.
- Pre-emptive Risk & Change Management: Monitor programme critical paths, collaborating closely with SDMs and CXMs to formulate data- and AI-informed, pre-emptive solutions, manage trade-offs, and execute disciplined change control.
- Innovation & Delivery Transformation: Actively contribute to enterprise-wide innovation initiatives (such as AI transformation pilots and platform modernisation), driving delivery methodology evolution across PMI and Agile frameworks.
- Thought Leadership & Mentorship: Foster a culture of excellence, continuous learning, and innovation; conduct retrospectives and knowledge sharing, mentor emerging programme leaders, and represent Cisco’s delivery capabilities across industry forums.
Minimum Qualifications
- Bachelor’s degree with 12+ years of related experience; OR Master’s degree with 8+ years; OR PhD with 5+ years; OR equivalent relevant work experience managing large-scale, complex enterprise technology programmes.
- Current Project Management Professional (PMP) certification or equivalent formal credential.
- Demonstrated hands-on experience applying Artificial Intelligence (AI) tools, machine learning applications, or intelligent automation within project and programme management workflows to enhance planning, risk modelling, financial analysis, or reporting.
- Demonstrated track record of leading multi-geography delivery teams and managing multi-million-pound/dollar budgets, statements of work (SOWs), partner ecosystems, and governance frameworks across Agile and PMI methodologies.
- Proven ability to navigate C-suite relationships, drive executive consensus, negotiate complex scope changes, and maintain high customer satisfaction in business-critical environments.
Preferred Qualifications
- Additional professional certifications such as Program Management Professional (PgMP), PMI-ACP, PRINCE2 Practitioner, or Certified ScrumMaster (CSM).
- Technical certifications in networking or security domains (e.g., CCST Networking, CCST Security, CCNA).
- Practical experience leading AI transformation pilots, developing prompt/agent workflows for delivery operations, or integrating predictive analytics into PMO frameworks.
- Completion of formal PM-specific postgraduate coursework or executive education.
- Recognised industry thought leadership with demonstrated success in mentoring high-performing teams and driving large-scale organisational change.
Why Cisco?
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.
Customer Program Manager in London employer: Cisco Systems, Inc.
Cisco is an exceptional employer that fosters a culture of innovation and collaboration, empowering employees to lead transformative projects in the AI era. With a commitment to professional growth, employees benefit from extensive training opportunities and mentorship within a diverse, multidisciplinary team. Located in the UK, Cisco offers a dynamic work environment where your contributions directly impact global infrastructure, making it a rewarding place to build a meaningful career.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Program Manager in London
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Cisco Systems, Inc.. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Cisco Systems, Inc. before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Program Manager in London
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Cisco Systems, Inc.:Your cover letter is your chance to shine! Tell us why you want to work at Cisco Systems, Inc. specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Cisco Systems, Inc.!
How to prepare for a job interview at Cisco Systems, Inc.
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
