1204937 - Service Delivery Manager-Network Technologies

  • Location:
    New York, NY, US
  • Area of Interest
    Professional Services
  • Job Type
  • Technology Interest
  • Job Id
What You'll Do
The Advanced Services Americas Enterprise Team seeks a Service Delivery Manager for a large global financial institution. The Delivery Manager will interface with both customer and internal teams. You will be responsible for key delivery management activities including management of services delivery, escalations and customer communications, as well as customer deliverables.  As a member of the leadership team you will also engage in strategic initiatives focused on services value and driving growth.

• Engage in extensive interaction with the customer, sales, systems engineering, product development, and other members of cross-functional teams.
• Drive customer relationship management & communications as a key business interface for the customer.
• Leverage your expertise to interpret internal or external business issues and recommend and implement solutions.
• Manage service delivery required to increase customer satisfaction and resolve business process issues for the identified account.
• Provide oversight, coordination and timely verbal and written executive communication of service delivery processes including deliverables, escalations, and process improvement activities.
• Develop and present service engagement documentation, partnership solutions, risk assessments.
• Conduct Periodic Business Reviews with key Customer and Cisco personnel. The review details alignment of Cisco Services to the customer's key goals, objectives and operational metrics.
• Propose, implement and lead quality improvement initiatives.

Who You'll Work With
This leadership position includes leading a virtual team. The role is highly customer focused, requires ability and willingness to travel and to be able to work and effectively influence in a matrixed organization.

Who You Are
• Experienced with customer facing and internal team leadership
• Possess business knowledge of Cisco products and service offerings
• Have a proven background in project and program management
• Excellent communication skills, written and verbal
• Understand 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
• Experienced in effective crisis management in a fast-paced, business critical environment
• Superior analytical and problem solving skills
• Demonstrated ability to lead metrics based improvement initiatives
• Typically requires BS/BA degree or equivalent plus 8-10 years of related experience

Desired Skills:
• Management experience preferred
• Experience in IT management specific to network technologies
• Experience in business development, partner engagement, project management, negotiation and risk assessment
• Understands and is conversant about business value and opportunities
• Able to identify and analyze project or system requirements
• Problem Management – identification, isolation, remediation and prevention
• Metric / Key Performance Indicator development and application for continual improvement

Why Cisco
We connect everything: people, processes, data, and things. We innovate everywhere, taking bold risks to shape the technologies that give us smart cities, connected cars, and handheld hospitals. And we do it in style with unique personalities who aren’t afraid to change the way the world works, lives, plays and learns.

We are thought leaders, tech geeks, pop culture aficionados, and we even have a few purple haired rock stars. We celebrate the creativity and diversity that fuels our innovation. We are dreamers and we are doers.

We Are Cisco.

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