Service Delivery Manager (Remote)

Cisco•Philadelphia, PA

3d•Remote

About The Position

Take your career to the next level by joining a Cisco Team that is supporting major business and technology transformations for our customers. As a Senior Service Delivery Leader, you will be the primary advocate for your assigned customers, holding full accountability for the end-to-end service delivery lifecycle. You will drive high-value customer experiences by leading cross-functional teams of consulting engineers, architects, project managers, and partners, while personally demonstrating advanced project management expertise to oversee complex delivery engagements. You will have a Cisco Services leadership role driving program delivery, financial performance, and continuous service improvement. You will align closely with the customer’s strategic business goals, the broader Cisco Customer Experience ecosystem and the sales account teams. Your role involves providing clear, concise requirements to internal teams, ensuring technical solutions are perfectly aligned with customer needs, and proactively identifying and mitigating risks. You will serve as the primary bridge between Cisco’s technical experts (Solution Architects, Consulting Engineers) and the customer’s stakeholders, providing key account updates to senior management while ensuring project execution excellence.

Requirements

10+ Years of proven experience overseeing all aspects of service delivery for major accounts, including full P&L and budget responsibility.
Solid project management skillsets, including the ability to define scope, manage timelines, allocate resources, and track performance metrics to ensure successful project completion.
Previous experience with Financial Services, Healthcare, Manufacturing, or Retail customers.
Practical experience with ITIL and service management frameworks; ability to engage effectively with technical teams regarding infrastructure, architecture, and emerging technologies.
Practical experience leading large cross functional teams delivering complex Cisco and third-party technology transformations
Experience in positioning services and assisting in scoping and estimating the level of effort for proposals and statements of work.
A track record of driving efficiency, removing bottlenecks, and implementing process enhancements based on performance data and stakeholder feedback.
Excellent written and oral communication skills.
Ability to navigate both deep technical discussions and high-level executive briefings.
Ability to break down complex scenarios to identify root causes and anticipate risks.
Ability to foster a culture of accountability and innovation.
Ability to empower teams while maintaining a hands-on approach to project execution.
Ability to thrive in evolving environments, embracing shifting priorities and leveraging new tools to streamline delivery and drive efficiency.
Ability to build and maintain positive, long-term relationships with customers and internal team members based on trust and consistent engagement.

Responsibilities

Hold full accountability for the end-to-end service delivery lifecycle for assigned customers.
Drive high-value customer experiences by leading cross-functional teams.
Oversee complex delivery engagements with advanced project management expertise.
Drive program delivery, financial performance, and continuous service improvement.
Align closely with the customer’s strategic business goals, the broader Cisco Customer Experience ecosystem and the sales account teams.
Provide clear, concise requirements to internal teams.
Ensure technical solutions are perfectly aligned with customer needs.
Proactively identify and mitigate risks.
Serve as the primary bridge between Cisco’s technical experts and the customer’s stakeholders.
Provide key account updates to senior management.
Ensure project execution excellence.

Benefits

Medical insurance
Dental insurance
Vision insurance
401(k) plan with a Cisco matching contribution
Paid parental leave
Short and long-term disability coverage
Basic life insurance
Cisco restricted stock units
10 paid holidays per full calendar year
1 floating holiday for non-exempt employees
1 paid day off for employee’s birthday
Paid year-end holiday shutdown
4 paid days off for personal wellness
16 days of paid vacation time per full calendar year (non-exempt employees)
Flexible vacation time off program (exempt employees)
80 hours of sick time off provided on hire date and each January 1st thereafter
Up to 80 hours of unused sick time carried forward from one calendar year to the next
Additional paid time away may be requested to deal with critical or emergency issues for family members
Optional 10 paid days per full calendar year to volunteer
Annual bonuses (for non-sales roles)
Performance-based incentive pay (for sales roles)