Service Delivery Manager

Acts as the central point of contact for service delivery across assigned accounts, scopes, or territories, engaging closely with customers, Sales, Customer Experience Managers, and internal stakeholders. Develops and executes service delivery plans to ensure the successful fulfillment of contracted services, maintaining high standards of quality and customer satisfaction. Oversees the financial health of delivery, including margin, revenue, and level of effort, while leading negotiations on pricing and scope throughout the delivery cycle. Assigns resources, manages capacity, and identifies opportunities for delivery efficiency and portfolio expansion, aligning KPIs with financial and quality targets. Collaborates across teams to build strong customer relationships, proactively manages risks and escalations, and ensures effective issue resolution to drive continuous service excellence.

What You'll Do

• Develop and oversee the execution of delivery strategy and service delivery plans across complex, high-value accounts or regions, driving business outcomes, financial performance, and cross-functional alignment.
• Maintain close collaboration with Delivery Directors and Theater Financial PoCs to ensure margin, revenue, and cost objectives are met, proactively mitigating risks and optimizing profitability.
• Apply expert knowledge of Cisco's product and service portfolio to drive delivery innovation, growth, and strategic alignment with customer business transformation goals.
• Lead strategic engagements with executive-level stakeholders, representing delivery outcomes in executive forums and QBRs, and aligning delivery with both Cisco's and the customer's long-term financial objectives.
• Design and approve scalable, customer-focused delivery solutions, leveraging advanced AI and automation (e.g., ML demand forecasting, automated SLA monitoring), and acting as the delivery "stamp" for high-impact, customized solutions.
• Shape and scale delivery operations by implementing cross-portfolio automation frameworks and standardizing delivery processes to maximize adoption, expansion, renewals, and profitable growth across accounts.
• Lead negotiations with customers and delivery vendor partners on scope and pricing, securing buy-in and managing escalations as needed.
• Oversee rollout and pilot programs of advanced AI/automation solutions, integrating customer feedback and industry trends to refine delivery plans and tools.
• Mentor and coach junior SDMs and peers, promoting best practices and continuous improvement across the CX organization.
• Build partnerships with senior leaders across functions, influencing technical strategy, delivery design decisions, and enhancing strategic customer relationships.

Minimum Qualifications

Typically requires Bachelor's degree in relevant field with 12+ years of related experience, or Master's degree with 8+ years of related experience, or equivalent related work experience

Preferred Qualifications

• Expert-level or equivalent relevant certification (e.g., PMI, CCNA, CCIE) preferred
• Proven experience leading service delivery strategy and execution across complex, high-value accounts or regions
• Demonstrated expertise in financial management, P&L, and strategic negotiations with executive stakeholders and vendor partners
• Advanced knowledge of Cisco's portfolio, delivery tools, and automation frameworks, with a record of driving innovation and adoption of AI-driven solutions
• Strong leadership in cross-functional collaboration, process standardization, and mentoring of service delivery teams
• Track record of successfully representing delivery outcomes in executive forums, driving customer growth, and influencing senior leaders across functions

Why Cisco?

At Cisco, we're revolutionizing how data and infrastructure connect and protect organizations in the AI era - and beyond. We've been innovating fearlessly for 40 years to create solutions that power how humans and technology work together across the physical and digital worlds. These solutions provide customers with unparalleled security, visibility, and insights across the entire digital footprint.

Fueled by the depth and breadth of our technology, we experiment and create meaningful solutions. Add to that our worldwide network of doers and experts, and you'll see that the opportunities to grow and build are limitless. We work as a team, collaborating with empathy to make really big things happen on a global scale. Because our solutions are everywhere, our impact is everywhere.

We are Cisco, and our power starts with you.

Cisco is an affirmative Action and Equal Opportunity Employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, gender, sexual orientation, national origin, genetic information, age, disability, veteran status, or any other legally protected basis.

Cisco will consider for employment, on a case by case basis, qualified applicants with arrest and conviction records.