1+ months

1289630 Customer Delivery Manager

Cisco Systems Inc.
Herndon, VA 20170


What Youll Do:

We need a customer and mission focused leader to serve as the general manager of the Services Delivery for the Defense Information Systems Agency (DISA) account, part of the Department of Defense (DoD) Market in US Public Sector.  This role is a partner within the Customer Success (CX) Team to enabling customer success with Cisco Architectures, Solutions and Advanced Service.   As a Customer Service Manager (CSM) you will resolve our customers' toughest problems, ensuring that our customers get expected business outcomes, providing a superior customer experience.

As the general manager of the managed services business, you'll lead leaders to achieve growth, profitability (P/L), customer satisfaction and contractual fulfillment, and create opportunities for empowered people to deliver exceptional results and grow their careers.  Strong executive presence is expected where the ideal leader has a track record for placing equal emphasis on how results are produced and what the results yield in impact.  Securing results in execution requires a strong commitment to customer success and ability to empower and coach managers and other leaders.

 Who Youll Work With:

When you work with us, you are part of a team of dedicated professionals committed to transforming how our customers protect our nation, serve our communities and educate the workforce of tomorrow.  We innovate in all facets of our work, from customer satisfaction to operational excellence to mission success.  Finally, we lead our customers by focusing on their needs, by owning their problems, by building relationships, by simplifying technology, and by delivering profound impact on their mission in the US and across the globe.  

Who You Are:

As a Customer Service Manager (CSM) in our world-class team, you are responsible for setting the strategic services direction that anticipates and addressed the business and technology need for our DISA customer.   You are:

  • A customer-obsessed manager - focused on successful customer delivery, quality and realization of customer outcomes.
  • A relationship builder able to develop excellent working relationships with other customer delivery/sales organizations & appropriate business units within Cisco.
  • A critical thinker
    • skilled in identifying complex issues and resolving complex problems that impact strategic direction.
    • possesses capacity & versatility in dealing with tactical issues to strategic planning efforts concurrently with parallel processing.
    • demonstrates an ability to formulate and deliver complex presentations throughout Cisco and to customer technical departments.
  • A skilled multi-tasker - leads the Managed Service delivery experience to the customer - single point of ownership and accountability for all customer Managed Service delivery related activities
  • A self-starter able to thrive in an unstructured environment (ex. You won't receive a playbook on how to do the job, expectations will be in a general/high level form)
  • A business-minded manager on who can oversee daily, weekly, monthly and quarterly reporting and monitoring of organizational performance metrics while also managing customer level profitability - identify new revenue opportunities, drive revenue recognition, manage efficiencies, drive productivity, manage projects successfully while meeting revenue and cost budgets.
  • A dedicate leader who can lead in the absence of organizational direction by influencing cross functionally and forming relationships & coalitions for shared objectives

Minimum Requirements

  • Selected applications MUST be a U.S. CITIZEN must possess a current Secret Clearance and be eligible for Top Secret Security Clearance.
  • Financial and Business Acumen knowledge, skills and understanding, of business process, tools and concepts required to make sound decisions. (e.g. investment ROI)
  • College Degree (Bachelor, Masters) - technical or business
  • Technical & Business certifications (e.g. ITIL, CISSP, PMP, CCIE)
  • 10 years relevant industry related experience (e.g. IT domain expertise)
  • 5 years leading a Network Managed Services organization 
  • Travel up to 30%
  • The ideal candidate will reside in the National Capital Region (NCR/East Coast), as the customer is in Ft. Meade, MD.

Why Cisco

#WeAreCisco, where each person is unique, but we bring our talents to work as a team and make a difference. Heres how we do it.

We embrace digital, and help our customers implement change in their digital businesses. Some may think were old (30 years strong!) and only about hardware, but were also a software company. And a security company. A blockchain company. An AI/Machine Learning company. We even invented an intuitive network that adapts, predicts, learns and protects. No other company can do what we do you cant put us in a box!

But Digital Transformation is an empty buzz phrase without a culture that allows for innovation, creativity, and yes, even failure (if you learn from it.)

Day to day, we focus on the give and take. We give our best, we give our egos a break and we give of ourselves (because giving back is built into our DNA.) We take accountability, we take bold steps, and we take difference to heart. Because without diversity of thought and a commitment to equality for all, there is no moving forward.

So, you have colorful hair? Dont care. Tattoos? Show off your ink. Like polka dots? Thats cool. Pop culture geek? Many of us are. Passion for technology and world changing? Be you, with us!



Posted: 2020-05-15 Expires: 2020-07-19

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1289630 Customer Delivery Manager

Cisco Systems Inc.
Herndon, VA 20170

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