Description
As a Service Delivery Manager at Cisco, you will act as the primary delivery leader and point of contact across assigned customer accounts and territories.
You will develop and execute comprehensive service delivery plans, orchestrate resource capacity, and drive operational excellence to ensure contracted services are fulfilled on time and within budget.
You will own delivery financial health,including margin, revenue, and level of effort (LOE),and lead financial approvals in CPQ to safeguard profitability.
Collaborating closely with Customer Experience Managers (CXMs), Sales, and cross-functional delivery teams, you will drive customer priorities, proactively mitigate delivery risks, and lead quarterly business reviews (QBRs).
Additionally, you will drive continuous improvement by integrating AI and automation tools into delivery workflows, optimizing resource allocation, and turning performance metrics into long-term customer value and renewals.
Minimum Qualifications
- Typically requires a Bachelor’s degree in a relevant field with 8+ years of related experience in service delivery or technical program management, or equivalent relevant work experience.
- Track record leading multi-account service delivery, capacity planning, and financial performance (margin, revenue, LOE, CPQ approvals).
- In-depth knowledge of Cisco’s product, software, and services portfolio, with experience driving adoption and expansion across the customer lifecycle.
- Professional project or service management certification required (e.g., PMI/PMP or ITIL).
Preferred Qualifications
- Technical certifications preferred (e.g., CCNA/CCNP).
- Strong cross-functional leadership skills with experience presenting financial metrics and performance insights in QBRs and executive forums.
- Demonstrated experience implementing process improvement initiatives and using AI or automation tools to improve delivery efficiency.