Service Delivery Manager - Web Accounts

  • Location:
    San Jose, California, US
  • Area of Interest
    Professional Services
  • Job Type
  • Technology Interest
    Service Provider
  • Job Id

**This position is located in the Bay Area.  You must be located in the Bay Area or willing to relocate**

What You'll Do

In this key management role, you will lead the delivery and support of Services offerings and supports the development of lifecycle solutions that include consulting service components. You will develop trusted advisor relationships with senior technical and business clients. 

You will also train and develop client delivery staff including providing direction and support on client deliverables, providing quality assurance, and coaching and mentoring on communication and client interaction. In this role, you must be willing to travels 50% of the time to support active and future client engagements.
Essential Job Responsibilities Include:

  • Client Relationship
  • Own Cisco Services Delivery Experience
  • Maximize customer loyalty and satisfaction with key customer stakeholders by driving value in service delivery
  • Services Portfolio: General awareness of Cisco Services Portfolio and common services framework
  • Drive revenue growth through new addressable markets
  • Accountable for profitability of multiple engagements within a single customer, managing activities across new pursuits, revenue recognition, efficiencies, productivity, and projects.
  • Define and measure relevant key performance indicators
  • Develop and drive services delivery strategy, in conjunction with Sales Leadership
  • Build plans to pursue new opportunities in conjunction with Sales Leadership
  • People management

Who You'll Work With
Working with top notch engineering and executive talent in one or more key Web-Scale & Cloud Providers.  You will be partnering with Cisco’s brightest talent in Services, Sales and Engineering working on the leading edge solutions Cisco is taking to market for customers who are redefining the IT industry.  As a Service Delivery Manager, you will report directly into the Web Customer Transformation Team in Cisco Advanced Services.

Who You Are
You are a Services General Manager with Service Provider vertical industry experience -- preferably 15-20 years. You have the technical aptitude required to guide network engineering and software developers to deliver complex projects. You use your knowledge of resource estimation and optimization to shape commercial proposals for new business pursuits.  You are an Operational leader responsible for delivering customer value across Cisco’s lifecycle Services portfolio.  You build and operate within agile business environment, bringing best practices and strategies for governing leading-edge technology engagements to deliver exemplary value. You have exemplary client-facing communication skills and work collaboratively and autonomously as needed across different organizations to influence desired team and partner outcomes and resolve conflicts. 

Additional Skills Required:

  • Vertical Expertise in Cloud Scale and SP Production Networks.
  • Knowledge of current industry issues and experience with developing solutions that drive business impact and include technology enablement.
  • Complex industry and competitor understanding.
  • Consultative approach
  • Experience deploying consulting methodology and project management.
  • Understanding of the SP vertical's business processes
  • P&L Management
  • Experience leading delivery of Services Engagements
  • Operational Experience
  • Executive Relationship Management
  • Ability to lead engagements in conjunction with "partner level" consultants.
  • Ability to manage multiple projects and senior stakeholders concurrently
  • Solid diplomacy skills and the ability to interact with Customer Senior Executive Management.

Our Minimum Requirements Are:

  • Requires BA/BS or equivalent plus 11-15 years networking / telecom industry  experience. MBA preferred. Prior technology professional services or solutions experience.
  • Internet application experience or strong understanding of marketplace.
  • Expertise in Service Provider/Cloud Scale vertical (11-15 years, preferably).
  • 3+ years of applied network operations experience
  • 3+ years of working with Cisco products and technologies
  • Ability to work collaboratively and autonomously across different organizations to influence desired team and partner outcomes.
  • Previous experience in demonstrating leadership skills and ability to work in an environment of high autonomy within a matrix environment
  • Previous experience working in highly cross functional and highly collaborative environment
  • Strong communication and presentation skills
  • Previous experience communicating complex ideas with business relevance and a proven track record with senior management communications.

Why Cisco
At Cisco, each person brings their unique talents to work as a team and make a difference. 
 Yes, our technology changes the way the world works, lives, plays and learns, but our edge comes from our people.

• We connect everything – people, process, data and things – and we use those connections to change our world for the better.
• We innovate everywhere - From launching a new era of networking that adapts, learns and protects, to building Cisco Services that accelerate businesses and business results. Our technology powers entertainment, retail, healthcare, education and more – from Smart Cities to your everyday devices.
• We benefit everyone - We do all of this while striving for a culture that empowers every person to be the difference, at work and in our communities.

Colorful hair? Don’t care. Tattoos? Show off your ink. Like polka dots? That’s cool. Pop culture geek? Many of us are. Be you, with us! #WeAreCisco

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