Ciena

Role Description This role enables Ciena Managed Services to win and deliver customer outcomes by shaping service management process architecture and supporting pre-sales engagements. The position connects customer operational needs with scalable, ITIL-aligned service designs that strengthen deal execution and long-term service delivery. The impact of this role is visible across pipeline growth, offer positioning, and customer experience outcomes. How you will make an impact: - Drive Managed Services opportunity development across target verticals to build and sustain pipeline. - Develop opportunity-specific pre-sales content aligned to customer operational requirements. - Manage end-to-end pre-sales support activities in partnership with sales teams. - Analyze competitor strategies and translate findings into actionable offer positioning and go-to-market inputs. - Deliver reporting on pipeline health, deal progression, and business development performance metrics. - Design and own ITIL-aligned service management processes across incident, problem, change, configuration, release, and service request domains. - Produce service management process artefacts including process maps, RACI models, workflows, and documented procedures. Qualifications - Education: Degree in Computer Science, Information Systems, Business, or a related discipline. - Experience: 5+ years of experience in business development, sales, or strategic partnerships within a technology or professional services environment. - Experience: 3+ years of experience in IT Service Management, including at least 1 year focused on process design and architecture. - Demonstrated application of commercial principles to structure and negotiate business agreements. - Leadership of customer interviews and working sessions with network operations stakeholders to gather operational requirements. - Application of customer experience analysis across service interactions, including volume, quality, information value, and emotional journey. - Utilization of productivity and process mapping tools including PowerPoint, Excel, Visio, or Lucid. Requirements - Certifications: ITIL or equivalent process improvement certification. - Network operations background delivering or operating carrier or enterprise networks. - Certifications: PMP (Project Management Professional) with application of stakeholder communication, risk management, and work structure planning practices. - Application of data architecture concepts to support discovery of customer data requirements and system alignment. Benefits - The annual pay range for this position is $100,700 - $160,900. - Non-Sales employees may be eligible for a discretionary incentive bonus, while Sales employees may be eligible for a sales commission. - Comprehensive benefits package, including medical, dental, and vision plans. - Participation in 401(K) (USA) & DCPP (Canada) with company matching. - Employee Stock Purchase Program (ESPP). - Employee Assistance Program (EAP). - Company-paid holidays, paid sick leave, and vacation time. - Compliance with all applicable laws regarding Paid Family Leave and other leaves of absence.

• Collaborate with internal stakeholders and agency partners to plan and activate paid media strategies across awareness, consideration, and demand generation programs • Lead planning, launch, and management of paid media campaigns across programmatic, Google Ads, YouTube, Connected TV, and trade publication channels • Execute publisher-direct and trade publication media buys, including sponsorships, high-impact placements, contextual targeting, and video activations • Optimize campaign performance through analysis of audience, conversion, and media data to inform bidding, budgeting, pacing, and targeting decisions • Apply audience, contextual, retargeting, intent, and account-based targeting strategies to improve efficiency and outcomes • Translate performance data into clear reporting, insights, and actionable recommendations for stakeholders • Partner with analytics, web, content, and regional marketing teams to support attribution, landing page performance, and lead conversion

• Lead day‑to‑day supply assurance across assigned products and customer segments to protect scheduled ship dates, project deployments, and ship plan commitments. • Drive resolution of supply, allocation, and distribution constraints through coordination with key internal stakeholders such as Supply Planning, Procurement, and Distribution teams. • Execute within established order promising and allocation frameworks while elevating data‑backed recommendations for prioritization and trade‑off decisions. • Deliver executive‑level summaries of supply status, delivery risks, customer impacts, and recovery plans. • Perform revenue, risk, and opportunity analysis across firm demand, backlog, and quoted business to inform leadership decisions. • Lead root cause analysis of service performance failures and recommend corrective actions. • Influence cross‑functional execution outcomes through data‑driven insights without direct authority.

• Lead end-to-end program management for complex, turnkey services solutions supporting high-speed data communications deployments • Translate customer operational requirements into clearly defined plans, milestones, deliverables, and governance models • Act as the primary point of accountability and escalation, proactively managing risks and engaging appropriate resources to resolve issues • Establish and maintain stakeholder matrices, responsibility assignment matrices (RACI), and communication plans across internal and external teams • Monitor program execution to ensure contractual service level agreements (SLAs), cost targets, and profitability objectives are achieved • Develop and track performance metrics to measure product and service outcomes and drive continuous improvement • Build and sustain trusted, long-term relationships with customers and internal partners to support delivery excellence and future growth opportunities

• Own end-to-end service delivery alignment between customer expectations and internal delivery capabilities • Coordinate scope definition, planning, execution tracking, and cross-functional resource engagement • Drive delivery execution within agreed scope while managing risk, cost awareness, and efficiency • Communicate delivery status, risks, and dependencies to customers and internal stakeholders • Contribute delivery and technical input during presales discussions to validate feasibility and delivery approach • Bridge engineering teams, delivery stakeholders, and customer-facing functions to ensure solution deliverability • Apply network engineering background to challenge and shape proposed technical solutions

• Collaborate with internal stakeholders and agency partners to support programmatic display and paid media strategies across awareness, consideration, and demand generation campaigns • Plan, launch, and manage paid media campaigns across DSPs and platforms including DV360, Google Ads, YouTube, and Connected TV • Execute media buys across trade publications and digital channels • Manage and optimize Google Ads campaigns across display, YouTube, and remarketing initiatives • Analyze campaign, audience, and conversion data to optimize bids, budgets, pacing, creative rotation, frequency, and targeting strategies • Support budget planning, forecasting, pacing, and performance-based media allocation decisions • Partner closely with analytics, web, content, and regional marketing teams to support campaign execution, attribution, landing page performance, and lead conversion • Translate campaign performance data into clear insights, reporting, and actionable recommendations for stakeholders

• Lead day‑to‑day supply assurance across assigned products and customer segments to protect scheduled ship dates, project deployments, and ship plan commitments. • Drive resolution of supply, allocation, and distribution constraints through coordination with key internal stakeholders such as Supply Planning, Procurement, and Distribution teams. • Execute within established order promising and allocation frameworks while elevating data‑backed recommendations for prioritization and trade‑off decisions. • Deliver executive‑level summaries of supply status, delivery risks, customer impacts, and recovery plans. • Perform revenue, risk, and opportunity analysis across firm demand, backlog, and quoted business to inform leadership decisions. • Lead root cause analysis of service performance failures and recommend corrective actions. • Influence cross‑functional execution outcomes through data‑driven insights without direct authority.

• Lead and execute short-, medium-, and long-term go-to-market strategies to drive growth in bookings, revenue, margin, and market share across strategic accounts • Own and consistently deliver quarterly and annual financial commitments, including bookings and revenue targets aligned to equal or majority share of customer spend across applicable Ciena solutions • Build, lead, and inspire a high-performing global sales team through coaching, mentorship, and role-model leadership • Engage directly with executive-level customer stakeholders to strengthen relationships, uncover growth opportunities, and differentiate Ciena’s portfolio from competitors • Personally spearhead complex, high-impact sales pursuits as needed to accelerate deal closure and customer outcomes • Maximize lifecycle value by expanding services revenue, including negotiation of profitable long-term maintenance and support agreements • Collaborate cross-functionally to align customer requirements with Ciena’s global product roadmap and marketing strategy

Role Description This role plays a critical part in delivering Ciena Services outcomes for customers across the Middle East and Africa. The position leads complex service delivery engagements end to end, balancing customer commitments, operational execution, and financial performance. Success in this role directly impacts customer experience, service margin, and long-term customer trust in Ciena. - Lead end-to-end delivery of complex customer service projects across the MEA region, ensuring alignment to agreed scope, schedule, and financial targets - Act as the primary service delivery interface for customers, partners, and internal teams throughout the project lifecycle - Drive project planning, execution tracking, risk management, and issue resolution across multi-disciplinary delivery teams - Establish and run regular project governance and customer review forums to provide visibility into progress, risks, and mitigation actions - Monitor and control delivery performance against scope, budget expectations, resource utilization, and service margins - Contribute to presales and early engagement activities by providing delivery input, effort estimation, and risk assessment - Promote consistent, high-quality service delivery outcomes through clear communication, structured execution, and accountability Qualifications - 5+ years of experience in Service Delivery, Project Management, or Service Coordination roles - Background in managing customer-facing delivery engagements involving cross-functional engineering and services teams - Application of project management practices including scope definition, milestone planning, risk management, and status reporting - Exposure to financial and commercial aspects of service delivery, including margin awareness, cost drivers, and revenue recognition alignment - Background working with network lifecycle activities such as design, deployment, migration, and validation - Application of delivery practices within optical transport and networking environments, including DWDM and Layer 0/Layer 1 technologies - Ability to operate as a central coordination point across sales, bid management, service delivery, engineering, finance, partners, and customer operations teams - Capability to work autonomously in a fully remote model while collaborating daily with geographically distributed teams - Ability to work across time zones and cultures with a high level of accountability and self-management Requirements - Experience operating in early-stage or loosely defined delivery environments - Background balancing technical discussions with delivery planning and commercial considerations - Demonstrated ability to drive delivery teams through complexity and ambiguity - Exposure to large-volume or multi-project delivery environments - Experience working within a matrix organizational structure - Application of customer-facing communication in executive or stakeholder forums - Utilization of standard project management tools for planning, tracking, and reporting Benefits - Commitment to building and fostering an environment in which employees feel respected, valued, and heard - Values diversity of workforce and respects employees as individuals - Equal Opportunity Employer, including disability and protected veteran status - Accommodation measures available upon request

• Drive project management and coordination cross-functionally with Repair Operations teams, external partners, and engineering groups to resolve complex repair issues • Manage the end-to-end repair lifecycle for Ciena products • Partner closely with Ciena Engineering teams to advance repair enablement, first pass evaluation (FPE) preparation, and continuous process improvement projects in the area of Repairs Operations • Lead and manage MRB reduction initiatives that enable cost reduction opportunities and reduce lead times • Define, manage, and report on key operational metrics while identifying opportunities for improvement • Identify and drive continuous improvement initiatives within repair operations, leveraging data analysis and lean methodologies • Use data and analytics to surface systemic issues, recommend solutions, and implement corrective action plans • Champion engineering-driven optimization across repair processes and materials flow