Manager. Service Delivery - Major Enterprise Segment

  • Location:
    Eschborn, Hessen, Germany
  • Additional Location(s)
    Garching, Berlin
  • Area of Interest
    Professional Services
  • Job Type
    Professional
  • Technology Interest
    *None
  • Job Id
    1212822
New

Who You’ll Work With

As part of Cisco’s Advanced Services organization, the Customer Relationship Team (CRT) is responsible for the Service delivery to customers in Germany. The purpose of the CRT is to be the single point of contact for Cisco Services, positioning and executing valuable customer outcomes, with superior results, and a simplified customer experience.  The CRT is responsible for customer satisfaction, account growth, managing customer deliverables and partnering with Sales.


What You’ll Do

The Manager, Service Delivery – Major Enterprise will be responsible for the service delivery experience to customers mainly in the Major Enterprise segment in Germany, reporting into the Service Delivery lead for Germany. The role will focus on shaping the overall services strategy, driving profitable services revenue growth, influencing customer IT executives and acting as the single point of delivery ownership for the entire Cisco Services portfolio for this customer segment. It will also include a significant portion of Service Delivery Management (SDM) responsibilities by directly covering a defined set of accounts.

  • Partner on the development of the services strategy in conjunction with sales leadership, including regular pipeline review & development, deal qualification and alignment of focus areas
  • Drive profitable services revenue growth including revenue forecasting and margin management
  • Lead a direct team of 3 Service Delivery Managers and virtual engagement teams
  • Own a set of accounts in an SDM function (including project delivery, contract and CSAT management, interlock with IDT and TS organizations, resourcing, pre-sales engagement)
  • Lead the Scale activities for Germany by working closely with the EMEAR Scale program team
  • Influence customer decision making through thought leadership on technology drivers for their business
  • Act as the single delivery owner for the entire services portfolio

 

Who You Are

  • Minimum Bachelor’s degree in Engineering, Computer Science or related field; Master’s degree / MBA desired
  • 8+ years IT or technology experience in complex customer environments
  • 5+ years track record in Professional Services (IT/networking)
  • 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 (TS, AS, CMS)
  • Excellent communication skills (both written and verbal) in German and English

 

 Desired Skills

  • Relationship Mgmt – Initiate, sustain and grow relationships with key customer executives and decision makers
  • Financial and Business Acumen – Knowledge, skills and understanding of P&L, business concepts, tools and processes for making sound business decisions
  • Innovation – Bringing innovative solutions and delivery processes to our customers
  • Operational Excellence – Achieving Operational and Delivery Excellence
  • Leadership – Providing guidance, coaching and direction-setting to the team (ideally, candidates have passed the German Leadership Assessment Centre)
  • Flexibility – Able to adapt to dynamic environments and changing priorities

 

Why Cisco

Cisco Services is a dynamic organization that catalyzes Cisco’s success by bringing products together into solutions that deliver business outcomes for customers. Cisco Services drives value to its customers by advising, implementing, and managing solutions to help them win. Advanced Services plays a vital role in Cisco’s ability to deliver technology solutions that solve our customers most complex challenges. As we pivot to a digitized world, the transformation of Advanced Services will prepare us to lead our customers through this critical business model transition.


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