Service Delivery Manager

Acts as the central point of contact for service delivery across assigned accounts, scopes, or territories, engaging closely with customers, Sales, Customer Experience Managers, and internal stakeholders. Develops and executes service delivery plans to ensure the successful fulfillment of contracted services, maintaining high standards of quality and customer satisfaction. Oversees the financial health of delivery, including margin, revenue, and level of effort, while leading negotiations on pricing and scope throughout the delivery cycle. Assigns resources, manages capacity, and identifies opportunities for delivery efficiency and portfolio expansion, aligning KPIs with financial and quality targets. Collaborates across teams to build strong customer relationships, proactively manages risks and escalations, and ensures effective issue resolution to drive continuous service excellence.

What You'll Do:

-Create and execute service delivery plans across multiple accounts or broader territories, ensuring financial health, delivery feasibility, and optimal resource alignment.
-Apply advanced knowledge of Cisco’s product and service portfolio to drive delivery efficiency, process improvement, and growth across accounts.
-Take ownership of financial approvals in CPQ (scope, pricing, margin), ensuring on-time and on-budget execution while protecting profitability.
-Analyze customer business priorities and collaborate with CXMs (or independently for non-CXM accounts) to shape delivery strategies, align with financial goals, and optimize renewals and expansion opportunities.
-Build trusted partnerships with key customer stakeholders, ensuring transparency and the alignment of delivery with strategic and financial objectives.
-Lead or participate in QBRs, present performance data and financial metrics, and integrate feedback and metrics into delivery plans to enhance customer experience.
-Develop and implement innovative delivery processes, leveraging AI and automation tools to optimize resource allocation, reporting, and customer interactions.
-Conduct quarterly delivery reviews, analyze KPIs (CSAT, margin, on-time delivery), and implement corrective actions to continuously improve outcomes.
-Lead process audits, root cause analyses, and process improvement initiatives, reporting impact on financial and delivery KPIs to leadership.
-Organize and lead cross-functional meetings and workshops with Sales, CXMs, and technical teams to align on customer goals, streamline delivery, and drive customer-focused solutions.

Minimum Qualifications:

Typically requires Bachelor's degree in relevant field with 8+ years of related experience, or Master's degree with 6+ years of related experience, or equivalent related work experience

Preferred Qualifications:

-Expert-level or equivalent relevant certification (e.g., PMI, CCNA, CCIE) preferred
-Experience managing service delivery across multiple accounts or territories, including financial planning and performance management
-Advanced knowledge of Cisco’s products, services, and delivery tools
-Proven ability to lead process improvement initiatives and drive the adoption of automation or AI tools
-Strong skills in building partnerships with customer stakeholders and collaborating across cross-functional teams
-Demonstrated success in presenting at QBRs, leading workshops, and implementing changes that improve delivery outcomes and KPIs

Why Cisco?

At Cisco, we’re revolutionizing how data and infrastructure connect and protect organizations in the AI era – and beyond. We’ve been innovating fearlessly for 40 years to create solutions that power how humans and technology work together across the physical and digital worlds. These solutions provide customers with unparalleled security, visibility, and insights across the entire digital footprint.

Fueled by the depth and breadth of our technology, we experiment and create meaningful solutions. Add to that our worldwide network of doers and experts, and you’ll see that the opportunities to grow and build are limitless. We work as a team, collaborating with empathy to make really big things happen on a global scale. Because our solutions are everywhere, our impact is everywhere.

We are Cisco, and our power starts with you.