Leader, Business Operations

**Who We Are**:
Workplace Resources (WPR) delivers workplace experiences to Cisco employees and optimizes company working capital, at scale, with a focus on productivity and business outcomes. Formed in April 2024, within WPR, the Global Services & Operations (GSO) team translates the client’s purpose and requirements in the delivery of workplace services and solutions. We are agents for our clients and for WPR who enable client success balanced with affordability.

**Position Overview**:
The **Service Delivery Leader (SDL)** governs and ensures performance of the outsourced Facilities Management contract to deliver best in class employee and technical services.

**What You’ll Do**:
As a **Leader** within GSO, you:

- Are responsible for APJC and service delivery managers, governance and ensuring performance of an outsourced Facilities Management (FM) contract, to deliver best in class employee and technical services across 80 sites.
- Lead regional service delivery of Employee and Technical services, managing competing priorities and providing clarity of focus for the teams
- Are responsible for Service outcomes, Service provider performance and budget/spend management in region APJC in close collaboration with on-site Workplace Team Leads
- Lead a team of Regional SDMs and participate in the APJC Leadership Team
- Own and manage finances for services in the region, including accrual and variance accuracy
- Manage priorities for expense projects and Lifecycle Asset Management
- Develop project plans and manage timelines - Oversee scope and organizational changes for FM provider; Translate client and stakeholder requirements; and Develop relationships and manage timely communications
- Seek feedback and share experience in service development, hospitality, and experience services which bring positive outcomes to workplace experience
- Collaborate and work closely with Service Development, Vendor Performance and FM Global Contract Manager

**In this role, you will**:
**Required**:

- BS or equivalent with 5+ yrs team leadership experience and 10+ yrs of experience as an operational facility coordinator/manager
- Compliance, service and facilities management experience within an outsourced contract management environment
- Experience in managing multi-faceted set of Employee, Technical and Building maintenance services delivery and ability to manage confidential and sensitive reports and information
- Proven program management skills and ability to lead/drive multiple programs simultaneously
- Ability to translate demand into clear written scope and complete work to a high quality within tight deadlines
- Exceptional relationship management skills with a focus on Cisco’s commitment to inclusion and diversity
- Industry knowledge of FM, employee services delivery, performance management and current market trends
- Financial Acumen and proven budget management skills
- Strong customer/client/partner service delivery skills. Collaborative spirit, capable of working cross-functionally in both in-person and virtual environments

**Desired**:

- Ability to take disparate information and build a comprehensive story
- Administration, monitoring PO creation, invoice verification and approvals of finances for services
- Team building and talent development

**Why Cisco?**

WeAreCisco. We are all unique, but collectively we bring our talents to work as a team, to develop innovative technology and power a more inclusive, digital future for everyone. How do we do it? Well, for starters - with people like you

Nearly every internet connection around the world touches Cisco. We’re the Internet’s optimists. Our technology makes sure the data traveling at light speed across connections does so securely, yet it’s not what we make but what we make happen which marks us out. We’re helping those who work in the health service to connect with patients and each other; schools, colleges, and universities to teach in even the most challenging of times. We’re helping businesses of all shapes and sizes to connect with their employees and customers in new ways, providing people with access to the digital skills they need and connecting the most remote parts of the world - whether through 5G, or otherwise.

We tackle whatever challenges come our way. We have each other’s backs, we recognize our accomplishments, and we grow together. We celebrate and support one another - from big and small things in life to big career moments. And giving back is in our DNA (we get 10 days off each year to do just that).

We know that powering an inclusive future starts with us. Because without diversity and a dedication to equality, there is no moving forward. Our 30 Inclusive Communities, that bring people together around commonalities or passions, are leading the way. Together we’re committed to learning, listening, caring for our communities, whilst supporting the most vulnerable with a collective effort to make this world a better place either with