Customer Support Operations Consultant

About the role

Ciena is looking for a Customer Support Operations Consultant to help shape service management processes and support pre‑sales engagements for its Managed Services business. The role bridges customer operational needs with scalable, ITIL‑aligned service designs, influencing pipeline growth, offer positioning, and overall customer experience.

Key responsibilities

• Drive Managed Services opportunity development across target verticals and sustain pipeline health.
• Create pre‑sales content tailored to customer operational requirements.
• Partner with sales teams to manage end‑to‑end pre‑sales support activities.
• Analyze competitor strategies and translate insights into go‑to‑market recommendations.
• Report on pipeline health, deal progression, and business development metrics.
• Design and own ITIL‑aligned service management processes for incident, problem, change, configuration, release, and service request domains.
• Produce process artefacts such as process maps, RACI models, workflows, and documented procedures.

Required profile

• Degree in Computer Science, Information Systems, Business or a related field.
• 5+ years of experience in business development, pre‑sales, or strategic partnerships within technology or professional services.
• 3+ years of experience in IT Service Management, including at least 1 year focused on process design and architecture.
• Proven ability to lead customer interviews and translate operational requirements into service designs.
• Experience applying commercial principles to negotiate business agreements.

Required skills

• ITIL or equivalent process‑improvement certification.
• Proficiency with PowerPoint, Excel, Visio, and Lucid for productivity and process mapping.
• Knowledge of IT Service Management frameworks and process design.

What we offer

• Competitive salary range of $100,700 – $160,900 per year.
• Opportunity to influence global service delivery and customer experience.
• Flexible work environment that supports growth and well‑being.