Senior Service Management Engineer Lead

**Who We Are**In August 2020, Cisco Systems completed the acquisition of ThousandEyes, which now forms the ThousandEyes Business Unit within Cisco’s Network Services Business Group, and is a foundational component of Cisco’s growing Observability business.**What **You’ll** Do**The Service Management team at ThousandEyes plays a crucial role in ensuring SaaS Access and Operational Continuity, enhancing the productivity of our employees. Our mission is to establish and maintain efficient processes and its execution for managing services, licenses and accounts controlling access to organizational resources. The team provides a seamless experience for all members of the ThousandEyes organization from day one.We are seeking a dynamic and experienced Manager to spearhead our newly formed team. As the Service Management Lead/Manager, you will have the opportunity to shape your team and play a pivotal role in the technical direction and ensure successful management of our SaaS portfolio. This position requires a customer focused strategic thinker with excellent leadership skills, and the ability to inspire and mentor a team of talented engineers.Our leads are hands-on oriented and drive-up best practices, and quality assurance processes. Besides designing and executing, you are expected to mentor others. The Service Management team is instrumental in shaping the security posture and foundational to the compliance and risk management efforts of the company.As the lead of a newly formed team, this is a fantastic chance for individuals to make a substantial impact while influencing the future of the organization. The role emphasizes the importance of collaboration with the broader ThousandEyes and Cisco IT teams to ensure compliance and alignment with the latest technological trends.We are passionate about optimizing our systems and improving the lives of the members of the ThousandEyes organization.**Qualifications**- 8+ years of experience. Master's degree and relevant certifications to this position could be considered as bridging the gap.-- Proven experience in a leadership role within the software industry.-- Previous experience within a Professional Services or Support role.-- Expertise in Cloud SaaS Management.-- Experience with Change Management solutions (e.g. Jira Service Management, ServiceNow)-- Ability to mentor and lead a diverse team of engineers.-- Strategic thinker with the ability to align technical decisions with business goals.-- Excellent communication and interpersonal skills.Cisco is an Affirmative Action and Equal Opportunity Employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, gender, sexual orientation, national origin, genetic information, age, disability, veteran status, or any other legally protected basis. Cisco will consider for employment, on a case by case basis, qualified applicants with arrest and conviction records.U.S. employees have **access** to quality medical, dental and vision insurance, a 401(k) plan with a Cisco matching contribution, short and long-term disability coverage, basic life insurance and numerous wellbeing offerings. Employees receive up to twelve paid holidays per calendar year, which includes one floating holiday, plus a day off for their birthday. Employees accrue up to 20 days of Paid Time Off (PTO) each year and have access to paid time away to deal with critical or emergency issues without tapping into their PTO. We offer additional paid time to volunteer and give back to the community. Employees are also able to purchase company stock through our Employee Stock Purchase Program.Employees on sales plans earn performance-based incentive pay on top of their base salary, which is split between quota and non-quota components. For quota-based incentive pay, Cisco typically pays as follows:.75% of incentive target for each 1% of revenue attainment up to 50% of quota;1.5% of incentive target for each 1% of attainment between 50% and 75%;1% of incentive target for each 1% of attainment between 75% and 100%; and once performance exceeds 100% attainment, incentive rates are at or above 1% for each 1% of attainment with no cap on incentive compensation.For non-quota-based sales performance elements such as strategic sales objectives, Cisco may pay up to 125% of target. Cisco sales plans do not have a minimum threshold of performance for sales incentive compensation to be paid.