Ciena Corporation
This is a primary processing purpose. This is a secondary processing purpose. They gather information about your interactions on the site, such as which pages you visit frequently, how long you stay, and the links or buttons you click. They help us record any difficulties you have with the website and help us to evaluate the effectiveness of our advertising. By analyzing this data, we can understand what aspects of our site are effective and identify areas for improvement. This is a secondary processing purpose. This is a secondary processing purpose. Leader, Service Partner Management - EMEA, APAC & Subsea page is loaded Leader, Service Partner Management - EMEA, APAC & Subsea Apply locations Remote-UK Zone 2 Remote-Portugal Remote-Spain Belfast London time type Full time posted on Posted 6 Days Ago job requisition id R028428 As the global leader in high-speed connectivity, Ciena is committed to a people-first approach. Our teams enjoy a culture focused on prioritizing a flexible work environment that empowers individual growth, well-being, and belonging. We're a technology company that leads with our humanity-driving our business priorities alongside meaningful social, community, and societal impact. About Ciena Making a difference in people's lives through design and implementation of leading network technologies. That's what motivates us. Embrace diversity. Celebrate inclusion. Champion ideas. From across the table to around the world, our path to innovation comes from our friendly environment and outstanding people. That's the Ciena network. Position Overview This position reports directly to the Vice President, Customer Operations. You will lead the field service partner ecosystem supporting EMEA, APAC & Subsea customers in more than 50 countries, as well as select global strategic business owners (technical support, managed services). Lead and develop an internationally distributed team of 8 members. Drive a budget spend of approximately 50m$. Manage approximately 25 services partners performance geographically spread based on predefined KPI both financials and customer satisfaction based. Your thoughtful leadership and collaborative, consultative approach will drive the success of both regional and global business owners. You will translate complex business needs into scalable, partner-based field service solutions-including field engineering, installation, and commissioning of telecom networks. You will identify, evaluate, and manage partners capable of fulfilling Ciena's evolving business requirements. You will own the full partner lifecycle: identification, capability assessment, commercial evaluation, contracting, onboarding, operational planning, transition, and "go live." You will establish and manage KPIs to ensure optimal performance in cost, value, service quality, customer satisfaction, and business agility. Key Responsibilities Drive the services partners business strategy, ensuring alignment with Ciena's global objectives and regional market needs. Lead and develop an internationally distributed team, assigning duties and objectives that support both business strategy and individual growth. Engage with regional business owners to quantify service, resource, and field competency requirements ("the scope") and associated financials. Define and map service partner solutions tailored to regional and global needs. Collaborate with regional and global Ciena services stakeholders, as well as the SPLM team, to align partner scope, commercial terms, contracts, and performance expectations with business and customer requirements. Prepare and oversee/drive negotiations of Service Partner Agreements in coordination with Ciena Legal and Procurement. Drive partner contracting and onboarding, supporting all facets of Service Partner Development from initial engagement through ramp-up and transition to "steady state" delivery. Manage partner performance based on predefined metrics/KPIs, leading both internal and external performance reviews and addressing issues as needed. Establish and manage "change control" regimes for partner relationships. Monitor business dynamics-short, medium, and long term-and proactively adjust the delivery engine by remodeling, adding, changing, or removing partners as needed. Develop sub-sets of strategic and global Service Partner ecosystems to address specific regional business and operational requirements. Drive high resilience best practices and continuous improvement within the partner ecosystem. Lead cost reduction initiatives through automation, process improvements, and innovative service delivery models. Foster a culture of diversity, inclusion, and collaboration across the international team and partner network. Deliver comprehensive and timely reports to regional business leaders and executives. Act as a visible leader and ambassador for Ciena, building strong relationships with internal stakeholders and external partners. Success Measures Your team is fully aligned with regional and global business objectives, operating as a cohesive, high-performing unit. The service partner ecosystem is fit-for-purpose, agile, and resilient. Partner costs are at or below targeted budget. Customer quality metrics consistently exceed 90% for communication, workmanship, site housekeeping, safety, punctuality, and overall field service performance. Ideal Profile Deep knowledge of the telecom marketplace, its dynamics, and emerging trends, with the ability to translate customer requirements into innovative service partner solutions. University degree or equivalent certification in Engineering, Business, Operations Management, or related field. 15+ years of progressive leadership experience in global organizations. Experience in the technology or telecommunications industry. Proven ability to lead and manage complex, cross-functional initiatives, with a focus on effective partnerships and collaboration for business success. Clear understanding of Telecom Services (Deployment & Maintenance and Managed Services). Strong knowledge of services and field operations management principles. Commercial & contractual negotiation expertise. Consistent track record of exceeding agreed-to metrics. Team management & performance management experience. Experience in business process optimization, continuous improvement, and change management. Strategic thinker with a track record of driving financial and operational excellence. Ability to influence, collaborate, and gain stakeholder confidence at all levels, developing key internal and external partnerships. Demonstrated ability to challenge current practices and drive positive change. Sense of accountability and commitment to customer satisfaction. Strong business acumen, negotiations, and contract management skills, including a working understanding of contractual terms & conditions and risk mitigation. Exceptional verbal and written communication skills. Ability to manage conflict and stress in an environment with competing priorities. Comfortable working with multiple internal teams, from individual contributors to senior executives. Ability to promote a positive and enjoyable work environment for colleagues and customers, fostering engagement and retention. Project management skills for keeping projects on schedule and assuring all relevant parties are informed on progress or issues. Proven skills in desktop applications such as Excel, Word, PowerPoint, and project planning software. Not ready to apply? Join our Talent Community to get relevant job alerts straight to your inbox. At Ciena, we are committed to building and fostering an environment in which our employees feel respected, valued, and heard. Ciena values the diversity of its workforce and respects its employees as individuals. We do not tolerate any form of discrimination. Ciena is anEqual Opportunity Employer, including disability and protected veteran status. If contacted in relation to a job opportunity, please advise Ciena of any accommodation measures you may require. Similar Jobs (1) Procurement Leader - Service Partner Management locations 5 Locations time type Full time posted on Posted 2 Days Ago Dive into our culture and the people who fuel it Learn about our people and what fuels us-we power more than the world's leading networks. Explore CienaLife . Sustainability at Ciena Our deep humanity propels us to not only innovate differently, but also to do good in the world-driving meaningful social impact in our communities, fostering environmental stewardship. Learn more .
This is a primary processing purpose. This is a secondary processing purpose. They gather information about your interactions on the site, such as which pages you visit frequently, how long you stay, and the links or buttons you click. They help us record any difficulties you have with the website and help us to evaluate the effectiveness of our advertising. By analyzing this data, we can understand what aspects of our site are effective and identify areas for improvement. This is a secondary processing purpose. This is a secondary processing purpose. Leader, Service Partner Management - EMEA, APAC & Subsea page is loaded Leader, Service Partner Management - EMEA, APAC & Subsea Apply locations Remote-UK Zone 2 Remote-Portugal Remote-Spain Belfast London time type Full time posted on Posted 6 Days Ago job requisition id R028428 As the global leader in high-speed connectivity, Ciena is committed to a people-first approach. Our teams enjoy a culture focused on prioritizing a flexible work environment that empowers individual growth, well-being, and belonging. We're a technology company that leads with our humanity-driving our business priorities alongside meaningful social, community, and societal impact. About Ciena Making a difference in people's lives through design and implementation of leading network technologies. That's what motivates us. Embrace diversity. Celebrate inclusion. Champion ideas. From across the table to around the world, our path to innovation comes from our friendly environment and outstanding people. That's the Ciena network. Position Overview This position reports directly to the Vice President, Customer Operations. You will lead the field service partner ecosystem supporting EMEA, APAC & Subsea customers in more than 50 countries, as well as select global strategic business owners (technical support, managed services). Lead and develop an internationally distributed team of 8 members. Drive a budget spend of approximately 50m$. Manage approximately 25 services partners performance geographically spread based on predefined KPI both financials and customer satisfaction based. Your thoughtful leadership and collaborative, consultative approach will drive the success of both regional and global business owners. You will translate complex business needs into scalable, partner-based field service solutions-including field engineering, installation, and commissioning of telecom networks. You will identify, evaluate, and manage partners capable of fulfilling Ciena's evolving business requirements. You will own the full partner lifecycle: identification, capability assessment, commercial evaluation, contracting, onboarding, operational planning, transition, and "go live." You will establish and manage KPIs to ensure optimal performance in cost, value, service quality, customer satisfaction, and business agility. Key Responsibilities Drive the services partners business strategy, ensuring alignment with Ciena's global objectives and regional market needs. Lead and develop an internationally distributed team, assigning duties and objectives that support both business strategy and individual growth. Engage with regional business owners to quantify service, resource, and field competency requirements ("the scope") and associated financials. Define and map service partner solutions tailored to regional and global needs. Collaborate with regional and global Ciena services stakeholders, as well as the SPLM team, to align partner scope, commercial terms, contracts, and performance expectations with business and customer requirements. Prepare and oversee/drive negotiations of Service Partner Agreements in coordination with Ciena Legal and Procurement. Drive partner contracting and onboarding, supporting all facets of Service Partner Development from initial engagement through ramp-up and transition to "steady state" delivery. Manage partner performance based on predefined metrics/KPIs, leading both internal and external performance reviews and addressing issues as needed. Establish and manage "change control" regimes for partner relationships. Monitor business dynamics-short, medium, and long term-and proactively adjust the delivery engine by remodeling, adding, changing, or removing partners as needed. Develop sub-sets of strategic and global Service Partner ecosystems to address specific regional business and operational requirements. Drive high resilience best practices and continuous improvement within the partner ecosystem. Lead cost reduction initiatives through automation, process improvements, and innovative service delivery models. Foster a culture of diversity, inclusion, and collaboration across the international team and partner network. Deliver comprehensive and timely reports to regional business leaders and executives. Act as a visible leader and ambassador for Ciena, building strong relationships with internal stakeholders and external partners. Success Measures Your team is fully aligned with regional and global business objectives, operating as a cohesive, high-performing unit. The service partner ecosystem is fit-for-purpose, agile, and resilient. Partner costs are at or below targeted budget. Customer quality metrics consistently exceed 90% for communication, workmanship, site housekeeping, safety, punctuality, and overall field service performance. Ideal Profile Deep knowledge of the telecom marketplace, its dynamics, and emerging trends, with the ability to translate customer requirements into innovative service partner solutions. University degree or equivalent certification in Engineering, Business, Operations Management, or related field. 15+ years of progressive leadership experience in global organizations. Experience in the technology or telecommunications industry. Proven ability to lead and manage complex, cross-functional initiatives, with a focus on effective partnerships and collaboration for business success. Clear understanding of Telecom Services (Deployment & Maintenance and Managed Services). Strong knowledge of services and field operations management principles. Commercial & contractual negotiation expertise. Consistent track record of exceeding agreed-to metrics. Team management & performance management experience. Experience in business process optimization, continuous improvement, and change management. Strategic thinker with a track record of driving financial and operational excellence. Ability to influence, collaborate, and gain stakeholder confidence at all levels, developing key internal and external partnerships. Demonstrated ability to challenge current practices and drive positive change. Sense of accountability and commitment to customer satisfaction. Strong business acumen, negotiations, and contract management skills, including a working understanding of contractual terms & conditions and risk mitigation. Exceptional verbal and written communication skills. Ability to manage conflict and stress in an environment with competing priorities. Comfortable working with multiple internal teams, from individual contributors to senior executives. Ability to promote a positive and enjoyable work environment for colleagues and customers, fostering engagement and retention. Project management skills for keeping projects on schedule and assuring all relevant parties are informed on progress or issues. Proven skills in desktop applications such as Excel, Word, PowerPoint, and project planning software. Not ready to apply? Join our Talent Community to get relevant job alerts straight to your inbox. At Ciena, we are committed to building and fostering an environment in which our employees feel respected, valued, and heard. Ciena values the diversity of its workforce and respects its employees as individuals. We do not tolerate any form of discrimination. Ciena is anEqual Opportunity Employer, including disability and protected veteran status. If contacted in relation to a job opportunity, please advise Ciena of any accommodation measures you may require. Similar Jobs (1) Procurement Leader - Service Partner Management locations 5 Locations time type Full time posted on Posted 2 Days Ago Dive into our culture and the people who fuel it Learn about our people and what fuels us-we power more than the world's leading networks. Explore CienaLife . Sustainability at Ciena Our deep humanity propels us to not only innovate differently, but also to do good in the world-driving meaningful social impact in our communities, fostering environmental stewardship. Learn more .
Ciena Corporation
Blue Planet Advanced Technical Support: Blue Planet (BPI) Dedicated Engineer Apply locations: Remote-Poland, Remote-UK, Remote-Netherlands, London Time type: Full time Posted on: Posted Yesterday Job requisition id: R027005 Ciena is committed to our people-first philosophy. Our teams enjoy a culture focused on prioritizing a personalized and flexible work environment that empowers an individual's passions, growth, wellbeing, and belonging. We're a technology company that leads with our humanity-driving our business priorities alongside meaningful social, community, and societal impact. Ciena's "Advance Technical Support Team" has a vacancy in the CEST timezone for an Advance Technical Support Engineer with a strong software background to join the Blue Planet Global Support Team. In this role, the successful candidate will work closely with a major European customer, providing dedicated L3 support during business hours. This is a post-sales technical role focused on assisting customer use of the BPI product as well as handling customer tickets/cases opened for Blue Planet BPI product. The team provides technical support, delivers hands-on product evaluation to customers from one-day product demos, and works with customers for technical assistance pre-sales. Blue Planet Inventory (BPI) is a suite of open, modular, and vendor-agnostic product applications that help network operators improve customer experience, reduce OPEX, and inventory management system complexity, and improve operational efficiencies. The successful candidate will need to enjoy working daily with customers and have a "Customer First" attitude to their role. This role will require a person to have good breadth of knowledge as well as a sense of urgency to help resolve customer issues at the earliest, curiosity about learning various applications, and showing self-motivation in understanding and making attempts to resolve customer problems. This role also requires experience in writing shell scripts in Linux to automate tasks, troubleshoot performance-based issues, and provide suggestions as required, as well as work with internal delivery teams to provide RCA and document the takeaways acquired in that process. Duties & Responsibilities: Prime Ciena contact for any Blue Planet customer case/issue opened. Interact with customers daily, identifying, analyzing, and resolving issues, working on production and non-prod deployment-providing feedback into the larger Ciena team for resolution. Main focus is supporting local customers in the current timezone; occasional off/late hours and weekend hours required. Raise issues with Engineering teams as required to get issues resolved and delivered to the customer. Come up with workarounds to minimize customer dissatisfaction with functionality shortcomings. Bring feedback back into Account/PLM/R&D community to help improve product functionality in future releases. Availability to travel if required. Skills: Detail-oriented with strong analytical and problem resolution skills in a customer-facing role. Expert monitoring, debugging, and troubleshooting skills to collect all the needed information with minimal access and provide information to engineering/PLM for resolution. Good automation skills to come up with tools which will help in collecting required information from the customer site with minimal downtime. Strong written and oral communication skills. Good communication is a must for this role at a high-end technical level (general product overview) down to deep dive root cause type analysis. Should be able to work independently and be able to work with a globally distributed team (occasional weekend support and extra hours needed). Experience: Strong Linux skills with some scripting is mandatory. Strong network troubleshooting experience. Knowledge of OSS/BSS/Network Management solutions/Systems. Languages: Java, Python, Shell Scripting. Database(s): PostgreSQL, Neo4j, MySQL. Experience in database queries is an advantage. Knowledge on SNMP, Syslog, ICMP, SSH recommended. Hands-on experience on RESTful APIs - interconnected software components interaction, engineering, and testing (e.g., NMS applications, controllers, orchestrators, supervisory systems, etc.). Experience and understanding of Kafka messaging bus. Experience in using monitoring tools like Nagios, Grafana, Prometheus, and Kibana is desired. Deployment environment: Kubernetes, Docker, microservices. Experience on Talos Kubernetes is an advantage. Deployment experience in cloud-based environment AWS/Azure/GCP/OpenShift is an advantage. Experience with CI/CD pipeline - Jenkins, etc. is an advantage. Source Control (svn, GitHub) and Ticketing systems (JIRA, Salesforce, etc.). Education & Experience: Bachelor's degree in related field from a college or university with 5+ years related experience (or Master with 3+ years). Preferably 5+ years' experience supporting software solutions. Preferably has experience in an engineering or technical support role with an equipment vendor in the Telco industry. Not ready to apply? Join our Talent Community to get relevant job alerts straight to your inbox. At Ciena, we are committed to building and fostering an environment in which our employees feel respected, valued, and heard. Ciena values the diversity of its workforce and respects its employees as individuals. We do not tolerate any form of discrimination. Ciena is an Equal Opportunity Employer, including disability and protected veteran status. If contacted in relation to a job opportunity, please advise Ciena of any accommodation measures you may require.
Blue Planet Advanced Technical Support: Blue Planet (BPI) Dedicated Engineer Apply locations: Remote-Poland, Remote-UK, Remote-Netherlands, London Time type: Full time Posted on: Posted Yesterday Job requisition id: R027005 Ciena is committed to our people-first philosophy. Our teams enjoy a culture focused on prioritizing a personalized and flexible work environment that empowers an individual's passions, growth, wellbeing, and belonging. We're a technology company that leads with our humanity-driving our business priorities alongside meaningful social, community, and societal impact. Ciena's "Advance Technical Support Team" has a vacancy in the CEST timezone for an Advance Technical Support Engineer with a strong software background to join the Blue Planet Global Support Team. In this role, the successful candidate will work closely with a major European customer, providing dedicated L3 support during business hours. This is a post-sales technical role focused on assisting customer use of the BPI product as well as handling customer tickets/cases opened for Blue Planet BPI product. The team provides technical support, delivers hands-on product evaluation to customers from one-day product demos, and works with customers for technical assistance pre-sales. Blue Planet Inventory (BPI) is a suite of open, modular, and vendor-agnostic product applications that help network operators improve customer experience, reduce OPEX, and inventory management system complexity, and improve operational efficiencies. The successful candidate will need to enjoy working daily with customers and have a "Customer First" attitude to their role. This role will require a person to have good breadth of knowledge as well as a sense of urgency to help resolve customer issues at the earliest, curiosity about learning various applications, and showing self-motivation in understanding and making attempts to resolve customer problems. This role also requires experience in writing shell scripts in Linux to automate tasks, troubleshoot performance-based issues, and provide suggestions as required, as well as work with internal delivery teams to provide RCA and document the takeaways acquired in that process. Duties & Responsibilities: Prime Ciena contact for any Blue Planet customer case/issue opened. Interact with customers daily, identifying, analyzing, and resolving issues, working on production and non-prod deployment-providing feedback into the larger Ciena team for resolution. Main focus is supporting local customers in the current timezone; occasional off/late hours and weekend hours required. Raise issues with Engineering teams as required to get issues resolved and delivered to the customer. Come up with workarounds to minimize customer dissatisfaction with functionality shortcomings. Bring feedback back into Account/PLM/R&D community to help improve product functionality in future releases. Availability to travel if required. Skills: Detail-oriented with strong analytical and problem resolution skills in a customer-facing role. Expert monitoring, debugging, and troubleshooting skills to collect all the needed information with minimal access and provide information to engineering/PLM for resolution. Good automation skills to come up with tools which will help in collecting required information from the customer site with minimal downtime. Strong written and oral communication skills. Good communication is a must for this role at a high-end technical level (general product overview) down to deep dive root cause type analysis. Should be able to work independently and be able to work with a globally distributed team (occasional weekend support and extra hours needed). Experience: Strong Linux skills with some scripting is mandatory. Strong network troubleshooting experience. Knowledge of OSS/BSS/Network Management solutions/Systems. Languages: Java, Python, Shell Scripting. Database(s): PostgreSQL, Neo4j, MySQL. Experience in database queries is an advantage. Knowledge on SNMP, Syslog, ICMP, SSH recommended. Hands-on experience on RESTful APIs - interconnected software components interaction, engineering, and testing (e.g., NMS applications, controllers, orchestrators, supervisory systems, etc.). Experience and understanding of Kafka messaging bus. Experience in using monitoring tools like Nagios, Grafana, Prometheus, and Kibana is desired. Deployment environment: Kubernetes, Docker, microservices. Experience on Talos Kubernetes is an advantage. Deployment experience in cloud-based environment AWS/Azure/GCP/OpenShift is an advantage. Experience with CI/CD pipeline - Jenkins, etc. is an advantage. Source Control (svn, GitHub) and Ticketing systems (JIRA, Salesforce, etc.). Education & Experience: Bachelor's degree in related field from a college or university with 5+ years related experience (or Master with 3+ years). Preferably 5+ years' experience supporting software solutions. Preferably has experience in an engineering or technical support role with an equipment vendor in the Telco industry. Not ready to apply? Join our Talent Community to get relevant job alerts straight to your inbox. At Ciena, we are committed to building and fostering an environment in which our employees feel respected, valued, and heard. Ciena values the diversity of its workforce and respects its employees as individuals. We do not tolerate any form of discrimination. Ciena is an Equal Opportunity Employer, including disability and protected veteran status. If contacted in relation to a job opportunity, please advise Ciena of any accommodation measures you may require.
