Cisco Service Provider - Customer Delivery Manager in Boxborough, Massachusetts
The Service Delivery Manager is responsible for setting the strategic service direction that anticipates and addresses our top strategic customers' business and technology needs. This plays a leadership role in critical delivery engagements, ensuring operational excellence in service delivery execution and assuring customer objectives and business, innovation, and operational outcomes are achieved. Influencing customer decision-making via compelling points of view and thought leadership on technology, business, and organizational drivers for their business and has a high degree of credibility with their business Sr. Leadership teams and Executives. As a trusted advisor, you will assess the customer requirements, influence service delivery methods, and execute improvements through the Customer's eyes. This role requires transitional thinking that brings the traditional Transactional and Subscription Services into a LifeCycle motion for the Customer through DevOps and SRE technologies. As a strategic thinker, this role requires you to think out of the box to automate first and add people second to Service Provider's organization evolution.
Build deep relationships with senior customer leadership, partners, and the extended Cisco account team members in achieving their business goals; influence customer line of business (LoB) executives around technology strategy, delivering the People, Process, and Tool's enabling the Service Providers transitional Vision.
Create an overall vision and strategic plan for the Customer's success in applying, using, and adopting Cisco technology to achieve their business outcomes
Responsible for executive communications to the Customer and Cisco senior leadership
Lead service delivery experience to the Customer - single point of ownership and accountability for all customer service delivery related activities and interaction
Lead a diverse team of Program Managers, Project Managers, and Engineers responsible for delivering high-quality services and outcomes to our customers in State, County, and Educational institutions
Manage customer level profitability - manage and report contract metrics, identify new revenue opportunities, drive revenue recognition, manage efficiencies, drive productivity, manage projects successfully while meeting revenue and cost budgets
Assure customer outcomes and customer satisfaction with service delivery, drive value in service delivery and maximize customer loyalty with key stakeholders
Successfully partner with customer sales leadership and key Cisco stakeholders to develop and execute 1-3 year integrated account plans and regional expansion strategies that result in business growth
Innovate around the delivery process, engagement models, business management, and customer intimacy - demonstrate improvement in business execution and be seen as a go-to resource in helping shape portfolio and technology direction
A good understanding of CI/CD and DevOps concepts is required
A solid understanding of what it takes to lead a team to deliver on Cisco Transport, ORAN, Data Center Technologies.
Confidence and Vision to lead a team through Agile transformation
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.
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