Service Delivery Manager, Major Enterprise/Local & CGEM Germany

  • Location:
    Garching, Bayern, Germany
  • Additional Location(s)
    Eschborn, other Germany Offices
  • Area of Interest
    Professional Services
  • Job Type
  • Technology Interest
  • Job Id

What You'll Do

As a Service Delivery Manager, Major Enterprise/Local & CGEM (Country Global Enterprise Model) Germany you will work with clients on a consistent basis with a focus on establishing or building the business relationship in an effort to better align service and services opportunities. Typically, the role involves extensive interaction with the client, sales, systems engineering, product development, and other members of cross-functional teams. Account engagement is typically focused on the delivery of new or enhanced services to drive improvement of customer satisfaction through the use of technology, service level management and project management skills.

The Service Delivery Manager is responsible for leading our customers to Business, Innovation and Operational Outcome based solutions.


Typical day to day tasks include:

  •  Development of collaborative partnerships with the customer and their vendors
  • Customer focal point – liaison
  • Governance and Metrics Alignment - ITIL, Managing SLA’s and Critical Milestones
  • Budgeting Functions - Consumption based billing – chargeback, P&L
  • Crisis Management Leadership – Cross Functional Team Building – Seamless operational delivery

Who You’ll Work With
You will report to Service Delivery Regional Lead in Advanced Services who is responsible for Global Enterprise Service Delivery in Major Enterprise or CGEM in the Germany Theatre. Your work will transform our customers' businesses from every angle, changing the way IT is consumed and adopted.

The Germany Client Relationship Team (CRT) is responsible for all service delivery to customers in the Germany region. It is a team focusing on influencing our customers to get the most out of our services in the best possible way. We want to make an impact both how our customers adopt the services and how they value the service delivery. Customer satisfaction is our key driver.

The Service Delivery Manager position falls within the Enterprise Major Accounts team. As the successful candidate, you will be responsible for service delivery experience to the customers in Major Account segment in Germany, and assume overall responsibility for the delivery, management, continuous improvement, and growth of Cisco Services. This will include in-direct staff of employees and vendors to ensure all functions are delivered to meet/exceed customer expectations. This position will oversee operations of a managed outsource with the end user customer and partner.

Who You Are

Mandatory Skills:

  • Profound knowledge of Service Delivery processes & tools (including scoping, Statement of Work creation & change control in interaction with Customers, Partners and Contract Management, resource & delivery management and revenue/cost forecasting)
  • Deep understanding of Cisco’s Services Portfolio (Technical Services, Advance Services, Cloud Management Services)

Required Skills:

  • You’ll have strong Financial and Business Acumen – Knowledge, skills and understanding of P&L, business concepts, tools and processes for making sound business decisions.
  • You bring Innovative solutions and delivery processes to our customers.
  • You will have a Bachelor's Degree in Engineering, Computer Science or related field..
  • You will have a strong background in IT or technology sales experience. In addition, you will be an effective manager of people.
  • ITIL processes will be something you know thoroughly
  • You will have a background in Service Management, Network Operations, Collaboration, Legacy and IPT Voice technologies and other related Cisco technologies and solutions, including understanding dependencies on core infrastructure and service delivery elements and how they impact service availability and best-in-class operational delivery-Experience in delivering and managing Managed Voice and Video Services.
  • Your ability to influence and communicate effectively to senior-level leadership as well as functional management will shine. You will have overall excellent interpersonal and communication skills.
  • Change will be a constant, so you will be adaptable to changing environments and priorities
  • Ideally, you will have some experience in IT operations, support functions, and/or network management 
  • You will have the ability to leverage a range of leadership styles from collaboration and partnership to command & control based on business conditions and day-to-day demands of the role


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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