Service Delivery Manager

  • Location:
    RTP, North Carolina, US
  • Area of Interest
    Technical Support
  • Job Type
    Professional
  • Technology Interest
    Networking, Security
  • Job Id
    1224289
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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.

Who You'll work

The Service Delivery team offers personalized services that provide a compelling reason for customers to repeatedly choose Cisco. Accelerating customer success through providing documented development solutions as well as innovating on-demand during deployments.

Who You Are  

The Cloud Security Team is comprised of former acquisitions and we have a huge commitment to unifying the team in a people-centric way. Historically, each team has had dedicated resources to focus on culture as well as the nuts and bolts of ensuring our offices run smoothly. 

RESPONSIBILITIES

  • ·      Engage with sales, customers, partners and pre-sales engineers to verify customers’ requirements and expectations for deploying Cisco Umbrella
  • ·      Document conversations, communications and site matrices to create delivery plans;
  • ·      Creating timelines and ensuring they are adhered to and that cross functional project team members are updated at all stages of delivery;
  • ·      Be the primary technical point of contact for the customer during all phases of implementation. To be available during times of rollout that may be non-standard hours and be ready and available on switch-over to attend to immediate corrective actions and rollback;
  • ·      Maintain a contemporary issues list on each customer for resolution paths and manage said list within the internal organization to enable quick and efficient turnaround on customer issues;
  • ·      Successfully deliver and deploy Cisco Umbrella to customers;
  • ·      Keep internal CRM delivery system up-to-date at all times ensuring that infrastructure provisioning is on time;
  • ·      Provide a weekly update to the Service Delivery Managers on project status to upstream to other departmental managers and to ensure that business groups are aware of any slippage or project shift;
  • ·      Ensure constant improvement process invoking the Corrective Action Review Process at all stages of delivery where appropriate;
  • ·      Undertake training with the Customer on how to use the Admin Portal and provide all documentation necessary
  • ·      Act as a technical guide and sponsor for customers during the implementations phase;
  • ·      Act as an ambassador for Cisco Umbrella during the implementations phase, building good-will, trust and confidence to carry over into Customer Support and live support;
  • ·      Interface regularly with other business groups to further develop technical skills to improve the delivery process;
  • ·      Maintain a constant delivery knowledgebase for use in future projects;
  • ·      Spearhead projects / activities aimed at improving team processes, performance, and overall health;
  • ·      Assist junior members of the team when necessary around technical / functional direction, customer sentiment, and internal collaboration; and work with the Service Delivery Managers on individually assigned (non-customer facing) projects that improve and further develop business functions within the implementations sphere.

Qualifications

  • ·      Exceptional customer service and time management skills with the ability to multi-task and a track record for delivering excellent results in a timely fashion.
  • ·      Excellent communication skills when working with a diverse customer audience.
  • ·      Strong understanding of basic office network environments including network security measures (e. g. firewall, proxy servers, anti-virus, anti-malware, spam).
  • ·      Excellent ability to understand complex technical concepts and communicate them to a non-technical audience effectively.
  • ·      Strong background in the SaaS space.
  • ·      5+ years in customer-facing Support, Professional Services, Implementation or Client Service role.
  • ·      Strong understanding of common network protocols including TCP, UDP, DNS, DHCP, HTTP, FTP, and SMTP.
  • ·      BA/BS degree (or relevant work experience).
  • ·      Microsoft Active Directory
  • ·      Microsoft Windows (current Microsoft supported versions)
  • ·      Mac OS (current Apple supported versions)
  • ·      Debian-based Linux Distributions (current Debian or Ubuntu supported versions)
  • ·      VMWare ESX/ESXi 4+

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