Customer Program Director

Meet the Team

Join Cisco Customer Experience (CX) UKI as an executive delivery leader partnering with our most prestigious enterprise customers. Our organisation is entrusted with architecting, delivering, and managing business-critical digital transformations that underpin national and global infrastructure. We combine industry-leading governance frameworks, deep technological mastery, and next-generation Artificial Intelligence (AI) to unlock substantial business value. In this high-visibility, executive leadership role, you will lead a world-class, multidisciplinary matrix organisation, steering a flagship multi-year engagement and setting the benchmark for enterprise services delivery.

As a Programme Director, you will hold ultimate executive accountability for the overarching strategy, delivery governance, and operational excellence of a ~$100M+ CX Services portfolio (encompassing Professional Services and Support Services) for one of Cisco UKI’s largest strategic accounts. You will act as the principal customer contact and definitive single point of executive escalation across diverse, critical programme streams—commanding the room with C-suite and C-1 stakeholders to translate high-level business vision into flawless technical execution.

This role demands an innovative, forward-looking executive who actively integrates Artificial Intelligence (AI) and intelligent automation into modern delivery operating models. You will spearhead the adoption of AI-augmented programme intelligence to forecast risk, optimise multi-million-pound commercial performance, accelerate delivery velocity, and orchestrate complex multi-vendor ecosystems.

• Executive Advisory & Strategic Alignment: Serve as the primary, trusted executive advisor to customer C-suite and senior leadership; steer joint steering committees, shape multi-year technology roadmaps, and act as the definitive single point of escalation for complex delivery challenges.

• Portfolio & Delivery Governance: Exercise end-to-end executive governance over a ~$100M+ multi-year services portfolio, directing large-scale, matrixed delivery teams across diverse technical streams to ensure unmatched delivery velocity, quality, and contractual compliance.

• AI-Driven Programme Leadership: Champion and embed cutting‑edge Artificial Intelligence (AI), predictive analytics, and intelligent automation across the delivery organisation to model risk, automate executive insight synthesis, optimise resource capacity, and drive continuous operational resilience.

• Complex Transformation Oversight: Direct strategic technology initiatives across Data Centre and Campus architectures—including regulatory-driven Last Date of Support (LDOS) remediations, Cisco Nexus/ACI environments, Software‑Defined Access (SDA), and Catalyst Center rollouts.

• Commercial Strategy & P&L Accountability: Maintain full commercial oversight of multi-year Statements of Work (SOWs), margin realisation, third-party vendor performance, risk provisions, and revenue expansion across Professional and Support Services.

• Organisational Leadership & Talent Cultivation: Lead, mentor, and inspire a large, multi-geography team of programme managers, architects, and engineers, instilling a culture of accountability, empathetic leadership, and AI-enabled innovation.

• Ecosystem & Vendor Orchestration: Establish robust governance frameworks across multi-vendor consortia and strategic partners, ensuring seamless integration, accountability, and alignment with customer objectives.

• Bachelor’s degree in Computer Science, Engineering, Business Leadership, or a related discipline with 15+ years of experience leading large-scale IT and network transformation programmes; OR 18+ years of equivalent enterprise delivery leadership experience.

• Minimum of 10 years of demonstrable experience operating as the primary engagement leader and trusted advisor to C-suite and C-1 executives in multi-million-pound/dollar enterprise environments.

• Demonstrated hands‑on track record of implementing and utilising Artificial Intelligence (AI) platforms, machine learning models, or intelligent automation tools within…