Emea Services

**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.**

**SCOPE OF RESPONSIBILITIES**

In this role, you will play a crucial part in ensuring the smooth functioning of the regional customer operations/services team by providing comprehensive operational support to the EMEA Services leadership team. Your exceptional organizational and communication skills, coupled with your ability to multitask and prioritize, will be essential to succeed in this position.

**SPECIFIC RESPONSIBILITIES**
- Working closely with the EMEA PMO leader to provide first class support and guidance to the EMEA Regional Leader (VP) and regional Services leadership team.
- Operational Coordination : Collaborate with cross-functional teams to gather and compile data, perform analysis, and prepare reports for executive review.
- Assist in the development and implementation of operational strategies, initiatives, and projects within the customer operations/services organisation.
- Track key performance indicators (KPIs), identify trends, and prepare performance dashboards or presentations
- Support the Regional PMO Leader in monitoring regional budgets, ensuring adherence to financial targets.
- Coordinate and organize meetings, workshops, and conferences, ensuring seamless communication and logistics.
- Collaborate with other team members to facilitate effective communication and information flow between the leadership team and various stakeholders.
- Maintain confidentiality and handle sensitive information with discretion and professionalism.
- Process Improvement: Identify operational inefficiencies or areas for improvement within the customer operations/services department, proposing solutions and implementing process enhancements.
- Monitor industry trends, best practices, and emerging technologies relevant to customer operations/services, and provide recommendations for adoption.
- Take part in and manage the Revenue recognition process for assigned customer base - ensuring Revenue is realised accurately and in conjunction with contractual agreements
- Monitor the integrity and accuracy of revenue records and forecasts and prepare reports to be shared with the regional executive team
- Input & develop the regional metric scorecard. Drive actions to ensure operational metrics and SLAs are achieved to agreed levels. Present on regular basis
- Support strategic programs/projects as required
- Work with Services leadership to exceed Quarterly and Annual services sales targets
- Perform other Project Manager / Customer Success Advocacy duties as assigned

**EDUCATION AND EXPERIENCE**:

- Graduate in Project Management, Engineering or a Business/Commercial discipline (ideally a combination of these disciplines)
- Prince 2 / PMI Qualified (Beneficial / not essential)
- Exceptional Computer Literacy
- Strong presentation and negotiations skills
- Ability to identify and lead continuous improvement projects

**CANDIDATE PROFILE**:

- Strong business acumen and analytical skills: Ability to think “outside the box”
- Strong communication skills: written and in formal presentations
- Awareness of commercial contract terms and how they are applied
- Due to high level of cross region interaction - excellent interpersonal skills and negotiation ability will be required
- Demonstrated sense of quick and good judgment, with sensitivity to customer demands.
- Proven ability to work with and lead team efforts
- Familiarity with the operation of commercial software systems like Oracle and Salesforce
- Team player, organized, self-motivated, and capable of independent work
- Multitasking: able to manage many aspects of the workload simultaneously
- Good customer interface skills and ability to work with many levels of customer operations including senior management
- History of working in a matrix management environment
- Self-starter, capable of “owning” areas of responsibility and involving senior management for necessary issues

Demonstrated ability to work under tight schedules and under pressure

**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.**

**If contacted in relation to a job opportunity, please advise Ciena of any accommodation measures you may require.