As the global leader in high-speed connectivity, Ciena builds the critical infrastructure powering the AI era. We’re a technology company shaping the future of networking, guided by innovation, integrity, and collaboration. Through development opportunities, meaningful work, and flexibility, Ciena supports growth and well-being—on and off the job. Connect with a career that matters.
How You Will Contribute
- Serve as the expert portfolio advisor for complex maintenance, managed-service and resident-engineer opportunities.
- Create integrated offers and commercial approaches that connect technical support, spares, field support, resident expertise, managed operations and automation.
- Shape long-term portfolio competitiveness through customer insight, operating-model knowledge and rigorous recurring-revenue economics.
Key Responsibilities
- Own the relevant services portfolio strategy, roadmap, lifecycle and commercial performance, including revenue, margin, adoption and customer outcomes.
- Build detailed P&Ls for complex service opportunities, integrating scope, resource assumptions, direct and indirect costs, pricing, risk, revenue recognition considerations and expected margin.
- Maintain an ongoing understanding of the portfolio-level P&L and its relevant financial KPIs; track performance, identify trends and variances, and provide analysis or reporting as needed.
- Connect opportunity-level financial decisions to the broader business outlook, including the effect on portfolio revenue, margin, mix, investment priorities and long-term profitability.
- Translate customer, regional, delivery, product and market signals into prioritized portfolio requirements and investment recommendations.
- Lead or govern New Service Introduction activities, including business case, scope, pricing, costing, readiness, enablement, launch and post-launch review.
- Partner across Sales, Service Sales, Services Delivery, Quoting, Product PLM, Engineering, Marketing, Finance, Legal, Supply Chain, Partner Management and regional leadership.
- Support complex opportunities and RFx responses with clear positioning, defensible scope, commercial rationale and delivery alignment.
- Develop portfolio KPIs and use data, competitive intelligence and customer feedback to recommend corrective actions and growth priorities.
- Develop and govern innovative commercial models involving term, coverage, consumption, service levels, risk, third-party content and cost-to-serve.
- Lead portfolio decisions on standard versus custom constructs, exclusions, transitions, renewals and scalable delivery models.
- Partner with GCC, NOC, field services, renewals, delivery and regional stakeholders to improve service performance and customer outcomes.
- Identify opportunities to attach maintenance and managed services to new products, installed-base transitions and strategic account plans.
- Mentor P3 and P4 PLMs and provide structured review for major quotes, business cases and portfolio changes.
Measures of Success
- Recurring revenue, gross margin, renewal performance and portfolio attach.
- Accuracy, quality and business usefulness of complex opportunity P&Ls and ongoing portfolio financial analysis.
- Improved standardization and commercial quality across complex recurring-service opportunities.
- Successful adoption of new maintenance and managed-service constructs.
- Clearer portfolio governance and fewer avoidable scope or cost-to-serve issues.
The Must Haves
- Bachelor’s degree in Engineering, Business Administration or equivalent relevant experience.
- Typically 10+ years of relevant telecommunications, technical support, managed services, product management or service portfolio experience.
- Deep understanding of maintenance, technical support, spares, managed operations and resident-engineer models.
- Strong command of recurring-revenue economics, P&L, pricing, risk and commercial terms.
- Deep experience driving customer-facing pre-sales, deal strategy and commercial activities in B2B technology.
- Demonstrated ability to build P&Ls for complex recurring-service opportunities and interpret the full Maintenance and Managed Services P&L, including relevant business drivers, trends and risks.
- Demonstrated leadership of major cross-functional initiatives and high-stakes customer decisions.
- Excellent executive communication, negotiation, facilitation and analytical skills.
Assets
- Experience with multi-vendor support, NOC/AIOps, predictive assurance or automation-enabled support.
- Experience with support tiering, service-level constructs, entitlement, renewals and installed-base analytics.
- Experience with partner ecosystems and global delivery models.
Salary Range
The salary range for this position in the United States of America is $176,500.00 - $281,900.00.
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Pay ranges at Ciena are designed to accommodate variations in knowledge, skills, experience, market conditions, and locations, reflecting our diverse products, industries, and lines of business. Please note that the pay range information provided in this posting pertains specifically to the primary location, which is the top location listed in case multiple locations are available.
Non-Sales employees may be eligible for a discretionary incentive bonus, while Sales employees may be eligible for a sales commission. In addition to competitive compensation, Ciena offers a 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. We also comply with all applicable laws regarding Paid Family Leave and other leaves of absence.
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.
