Service Delivery Manager

This is a fully remote position, open to applicants in North Carolina.

📋 Description

• Act as the primary representative for designated customers, managing the complete service delivery lifecycle.

• Lead interdisciplinary teams comprising consulting engineers, architects, project managers, and partners.

• Oversee intricate delivery engagements utilizing advanced project management skills.

• Drive program delivery, ensure financial success, and promote continuous service enhancement.

• Align service delivery with the strategic business objectives of customers and the Cisco Customer Experience ecosystem.

• Communicate clear requirements to internal teams, ensuring that technical solutions meet customer expectations.

• Proactively identify and address risks.

• Serve as a liaison between Cisco technical experts and customer stakeholders.

• Provide critical account updates to senior management.

• Guarantee excellence in project execution.

• Define project scope, manage timelines, allocate resources, and monitor performance metrics.

• Position services and aid in the scoping and estimating of proposals and statements of work.

• Enhance efficiency, eliminate bottlenecks, and implement process improvements.

⛳️ Requirements

• Over 10 years of demonstrated experience managing all facets of service delivery for major accounts.

• Full P&L and budget oversight.

• Strong project management capabilities, including scope definition, timeline management, resource allocation, and performance metric tracking.

• Previous experience with clients in Financial Services, Healthcare, Manufacturing, or Retail sectors.

• Practical knowledge of ITIL and service management frameworks.

• Ability to effectively engage with technical teams concerning infrastructure, architecture, and emerging technologies.

• Experience in leading large, cross-functional teams in delivering complex transformations involving Cisco and third-party technologies.

• Proficient in positioning services and assisting with the scoping and estimating of proposals and statements of work.

• Proven track record of enhancing efficiency, resolving bottlenecks, and implementing process improvements based on performance data and stakeholder feedback.

• Exceptional written and verbal communication skills.

• Ability to navigate technical discussions and conduct executive briefings.

• Strong analytical problem-solving abilities and skills in risk anticipation.

• Capability to cultivate long-term relationships with customers and internal teams.

🏝️ Benefits

• Medical, dental, and vision insurance.

• 401(k) plan with Cisco matching contributions.

• Paid parental leave.

• Short- and long-term disability coverage.

• Basic life insurance.

• Cisco restricted stock unit grants may be available.

• 10 paid holidays for each full calendar year.

• 1 floating holiday for non-exempt employees.

• Paid day off for birthdays.

• Paid shutdown during year-end holidays.

• 4 paid personal wellness days.

• 16 days of paid vacation per full calendar year for non-exempt employees.

• Flexible vacation time program with no set limit for eligible exempt employees.

• 80 hours of sick leave provided at hire and each January 1st thereafter.

• Up to 80 hours of unused sick leave can be carried forward.

• Additional paid time off for critical or emergency family matters.

• Optional 10 paid volunteer days each calendar year.

• Annual bonuses may be available for non-sales positions.