1025448 Cloud Managed Services - Service Delivery Manager

  • Location:
    RTP, North Carolina, US
  • Additional Location(s)
    Austin
  • Area of Interest
    Professional Services
  • Job Type
    Management
  • Technology Interest
    *None, Cloud and Data Center, Internet of Everything
  • Job Id
    1025448
Who You'll Work with

Technical Services at Cisco is a team of world-class experts whose #1 focus is to help customers deploy and operate their networks effectively while delivering the best possible customer experience. Our success is validated through outstanding financial results, increasing customer satisfaction metrics, industry recognition, and employee satisfaction scores. Your opportunity to impact the health and performance of networks and systems that surround us all are limitless. Your career growth options will be BOLD, as we realize our vision to become the #1 IT Company in the world. Make an impact with us!
 
Cisco Cloud & Managed Services (CMS) group seeks a Services Delivery Manager to work in a customer services delivery management role for top Cisco customers managing the delivery of Cloud and/or Managed Services. As both the leader of a delivery team and a contributor within that team, you will be responsible for key delivery management activities, including management of services delivery, escalations and customer communications, as well as customer deliverables. This leadership can include direct people management responsibility or leading a virtual team. It is highly customer focused, requires ability and willingness to travel and to be able to work in a matrix organization.
 
What You'll Do
* Drives customer relationship management & communicates as key business interface for the customer.
* Initiating the design, development and implementation of service levels required to increase customer satisfaction and resolve business process issues for the identified accounts.
* Provide oversight, coordination and timely verbal and written executive communication of customer-initiated business escalations outside of standard incident, problem, and change management processes.
* Ensures the success of customer deployments, managing the planning and execution of contractual obligations, and coordinating the interaction of internal, partner and customer resources toward the completion of key services projects.
* Develops and presents service engagement documentation, partnership solutions, risk assessment, pricing and margin analysis. Coordinate documentation of customer-specific operational processes and procedures as required for CMS operational support.
* Conduct Monthly Service Reviews (MSRs) and with key Customer and Cisco personnel.  The MSR report details key operational metrics, provides a monthly view of CMS service delivery performance measured against agreed upon Service Level Objectives/Agreements (SLO/SLAs), and addresses outstanding CMS operational issues.  The MSR is delivered onsite or remotely via WebEx.
* Provides consultative support and mentors less experienced EMs. 

Who You Are
* Direct experience with Managed Services industry including in-depth understanding of strategic and tactical components.
* Possesses detailed business knowledge of Cisco products specific to Cisco Cloud & Managed Services (CMS) product suites and/or project/program management in the network space.
* Excellent communication skills, written and verbal.
* Understands financial modeling relative to cost and planning.
* Advanced ability to lead virtual teams, including customer or partner teams.
* Executive level communications, tailored to unique situations.
 
Desired Skills
* Typically requires BS/BA degree or equivalent plus 8-10 years of related experience
* Managed services background preferred
* Experience in the systems integration of leading edge technology or large scale/multi-vendor networks
* Experience in business development, partner engagement, project management, negotiation and risk assessment, PMP and/or Advanced ITIL certification preferred
* Understands and is conversant about Managed Services business value and opportunities
* Able to identify and analyze project or system requirements
 
Why Cisco
The Internet of Everything is a phenomenon driving new opportunities for Cisco and it's transforming our customers' businesses worldwide. We are pioneers and have been since the early days of connectivity. Today, we are building teams that are expanding our technology solutions in the mobile, cloud, security, IT, and big data spaces, including software and consulting services. As Cisco delivers the network that powers the Internet, we are connecting the unconnected. Imagine creating unprecedented disruption. Your revolutionary ideas will impact everything from retail, healthcare, and entertainment, to public and private sectors, and far beyond. Collaborate with like-minded innovators in a fun and flexible culture that has earned Cisco global recognition as a Great Place To Work. With roughly 10 billion connected things in the world now and over 50 billion estimated in the future, your career has exponential possibilities at Cisco.

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