1223051 - Cisco Managed Services - Service Delivery Manager

  • Location:
    Atlanta, Georgia, US
  • Additional Location(s)
    Austin, TX
  • Area of Interest
    Business Strategy and Operations
  • Job Type
  • Technology Interest
    Cloud and Data Center
  • Job Id

Cisco Managed Services (CMS) seeks a Service Delivery Manager (SDM) to lead the service delivery management and customer experience for large enterprise retail customer. As we evolve the Customer Engagement Team (CET) in CMS, the SDM’s will be hyper intimate with customer’s operations team and business decision makers, and sales. The measurement of success will be in improved accelerated time to value with more intimate and integrated service transitions, on time renewals, and growth and expansion from insights to the customer’s business through contract change management.

The Team

As a key leader of an extended matrixed delivery team and a contributor within that team, you will be responsible for key service management activities, including management of service delivery performance, escalations and customer communications, contract compliance, as well as customer deliverables.  This leadership can include indirect people management responsibility or leading a virtual team.  The role is highly customer focused, requires ability and willingness to travel and be on site with the customer regularly, and to be able to work in a highly matrix organization.

What You’ll Do


  • Manage customer operating level profitability - identify new revenue opportunities, drive revenue recognition, manage efficiencies, drive productivity, manage projects successfully while meeting revenue and cost budgets
  • Maximize customer loyalty and satisfaction with key customer stakeholders by driving value in service delivery
  • Capture and articulate value based on service performance and operational metrics with key stakeholders (e.g. MSR/QBR/JBR)
  • Implement industry leading practices (e.g. ITIL Service Management) around service delivery
  • Measure relevant key performance indicators (e.g. SLXs, availability)
  • Adopt and leverage Cisco best practices around tools, automation, workflows, and process to ensure successful delivery to customers - standardize and replicate where appropriate
  • Initiating the design, development and implementation of service levels required to increase customer satisfaction and resolve business process issues
  • Manage and plan the execution of contractual obligations, and coordinate the interaction of internal, partner and customer resources toward the completion of key services projects


Provide input to shape multi-year services strategy with Sales & Customer Relationship Team (CRT) in conjunction with CMS Services capabilities and strategy. Support the development of delivery strategy in alignment with services strategy. Drive services revenue continuity and growth through support of renewal and new sales pursuits, aligned to customers Integrated Account Plan (IAP).


Act as the customer single point of ownership and accountability for all CMS service delivery related activities. Drives customer relationship management & communicates as key business interface for the customer. Establish and maintain relationships with key customer most senior executives and decision makers, with the ability to influence customer decisions. Align CMS services to customer's business drivers to influence and support the customer’s business and IT objectives.

Ensures the success of customer operations by developing and sharing service engagement documentation, service solutions, risk assessments, pricing (with sales and delivery) and margin analysis (internal). Coordinate documentation of customer-specific operational processes and procedures as required for CMS operational support.

Provide oversight, coordination and timely verbal and written executive communication of customer-initiated business escalations outside of standard incident, problem, and change management processes.


Provide leadership and general customer and people management skills to enable succession planning, peer and personal development, and continued evolution around service experience.


Champion customer requirements and needs into Cisco - engineering, quality, roadmaps, service offer development, etc. Continuous service improvement by innovating delivery process, engagement models, business management, and customer intimacy and experience.

Who You’ll Work With

Technical Services at Cisco is a team of world-class experts whose #1 focus is to help customers deploy and operate their networks effectively while delivering the best possible customer experience. Our success is validated through outstanding financial results, increasing customer satisfaction metrics, industry recognition, and employee satisfaction scores.

Cisco Managed Services (CMS) is a complex matrix of people, processes and tools that come together to deliver a sophisticated world class service.

As we evolve the CMS business, we will be hyper focused on larger strategic accounts, we will be more intimate with sales, more intimate with all of Cisco services and products within an account, and more intimate with our customer’s business. We will demonstrate stronger entitlement with more discipline around change orders to protect our margins and accelerate revenue. We will earn our customer’s trust to continue to do business through improved customer experience, operational insights and business intelligence and analytics resulting in improved renewal performance, also accelerating our revenue.

Who You Are

Skills and experience:

  • Direct IT or Managed Services Experience (10+ Years)
  • Strategy, planning, and operations experience
  • Working knowledge of business analysis and analytics tools
  • Executive verbal, written, and presentation skills and ability to tailor to unique situations both internally and externally
  • Working knowledge of IT standards/frameworks (e.g. ITIL, eTOM) and trends (e.g. cloud)
  • Possesses detailed business knowledge of Cisco products specific to Cisco Managed Services (CMS) product suite
  • Program or project management experience in the network industry
  • Sales or business development experience with understanding of Cisco sales organization and structure
  • Strong financial modeling skills relative to cost and planning for COGS, Revenue, and GM management
  • Contractual negotiation skills
  • Sales/procurement cycles and process understanding

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


We connect everything - people, process, data and things. We innovate everywhere to create fresh ideas and possibilities. We make a meaningful difference that will benefit everyone - our people, our customers and the world around us.

Our technology changes the way the world works, lives, plays and learns. But our edge doesn't come from technology. It comes from our people. We're looking for the kind of people who take smart risks, thrive in diverse environments, inspire their colleagues, and are committed to having an impact on the world. Whether you create technology solutions that redefine business or build connections that strengthen the community, you can make it happen at Cisco!

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