Service Delivery Manager

Job description

Meet The Team You will join a global team of experts dedicated to powering the future by enabling customers to realize the full value of their Cisco investments. We collaborate across boundaries to deliver AI-optimized, secure, and scalable solutions that bridge the gap between human intent and technical execution. Your Impact You will act as the central point of contact for service delivery, taking ownership of the financial health and strategic direction of assigned accounts. You will design and execute delivery plans that align with customer priorities, utilizing data-driven insights to drive operational efficiency and portfolio growth. By leading cross-functional collaboration with Sales and Customer Experience Managers (CXMs), you will ensure that our technology solutions consistently exceed customer expectations. • Create and execute comprehensive service delivery plans that balance financial health, resource allocation, and customer-specific business objectives. • Take ownership of financial approvals, including scope, pricing, and margin management, to ensure projects remain on-time and budget-compliant. • Lead Quarterly Business Reviews (QBRs) and delivery workshops to present performance metrics, demonstrate value, and identify expansion opportunities. • Drive continuous improvement by integrating AI-driven tools and automation to optimize reporting and resource planning. • Analyze complex customer needs to shape long-term delivery strategies that align with Cisco’s portfolio and account growth targets. • Facilitate cross-functional collaboration between technical teams, Sales, and CXMs to ensure unified delivery and swift issue resolution. Minimum Qualifications • Bachelor’s degree in a relevant field with 6+ years of professional experience, or a Master’s degree with 4+ years of relevant experience. • 3+ years of experience managing service delivery across multiple accounts, including P&L oversight and financial planning. • Demonstrated experience in process improvement using data analytics, automation tools and AI-driven tools • Demonstrated experience presenting financial metrics and performance data to executive-level customer stakeholders during business reviews. • Experience collaborating with cross-functional teams, such as Sales or Technical Support, to execute customer-facing projects. Preferred Qualifications • Expert-level industry certification such as PMI (Project Management Professional), , or CCIE. • Advanced proficiency in Cisco-specific product portfolios and service delivery ecosystems. • Demonstrated history of identifying and capturing account expansion or portfolio growth opportunities. • Experience implementing AI-based demand forecasting or predictive resource allocation models. • Proven ability to manage conflict and lead escalations to successful resolutions for high-value clients. 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.