Service Delivery Manager

  • Location:
    London, England, United Kingdom
  • Area of Interest
    Technical Support
  • Job Type
  • Technology Interest
  • Job Id

Service Delivery Manager

Team Description

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.

Role & 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.


  • 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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