1+ months

1308394 Customer Delivery Services Manager

Cisco Systems Inc.
Fulton, MD 20759

***Must be a US Citizen with a current TS/SCI w/CI Poly Clearance (FSP preferred)***

What You'll Do
The Customer Service Delivery Manager is responsible for setting the strategic services direction that anticipates and addresses the business and technology needs for our top strategic customers. This plays a leadership role in critical delivery engagements, ensuring operational excellence in service delivery execution and to assure customer objectives and business, innovation and operational outcomes are achieved. Influencing customer decision making via compelling points of view and thought leadership on technology drivers for their business and has a high degree of credibility with both their business and IT executives. As a trusted advisor, you will assess the customer requirements, influence service delivery methods and execute improvements through the eyes of the customer.  

  • Build deep relationships with customer senior leadership, partners and the extended Cisco account team members in achieving their goals; influence customer line of business (LoB) executives around technology strategy, bridging the gap to IT; influence and work with customer procurement - understand process, commercial terms, etc.
  • 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 to 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 results in business growth
  • Innovate around 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

Who You'll Work With

Customer Experience US Public Sector National Security Operation -This opportunity involves helping to shape the customer's vision and achieve outcomes leveraging best of breed technology in collaboration, networking, security, and cloud.

The Delivery team provides emerging solutions and architectures to customers - along with cutting edge consulting to ensure customer success. Our team members work collaboratively and together to deliver business outcomes to our customers, along with the resources to insure personal and professional growth.

Who You Are
You've got experience advising customers, managing complex delivery engagements and supporting the consultative sales process. You develop deep and trustworthy relationships with all of your stakeholders. You have a reputation of delivering projects on time and within budget that result in glowing customer references and team members who want to do it all over again. You have good analytic and decision-making skills. Your strong communication skills and high emotional intelligence help you influence others.

Our minimum requirements for this role: 

  • 10+ years relevant industry related experience
  • Expert skills in customer delivery management
  • Ability to influence decisions related to services and technologies across customers IT and Lines of business
  • 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
  • Successfully navigate across Cisco and customer landscape to drive mutual success - understand and manage political realities to achieve goals
  • Local driving required 30% to visit customers within the Washington, DC metro area and Columbia, MD
  • Must be a US Citizen with a current TS/SCI w/CI Poly Clearance (FSP preferred)

Why Cisco

#WeAreCisco, where each person is unique, but we bring our talents to work as a team and make a difference powering an inclusive future for all.

We embrace digital, and help our customers implement change in their digital businesses. Some may think were old (36 years strong) and only about hardware, but were also a software company. And a security 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, give our egos a break, and give of ourselves (because giving back is built into our DNA.) We take accountability, bold steps, and take difference to heart. Because without diversity of thought and a dedication 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: 2021-02-19 Expires: 2021-04-21

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1308394 Customer Delivery Services Manager

Cisco Systems Inc.
Fulton, MD 20759

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