Service Delivery Manager (Remote)

About the Role

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.

Who You'll Work With

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.

Who You Are

• A Strategic Leader: You possess excellent written and oral communication skills, capable of navigating both deep technical discussions and high-level executive briefings.
• An Analytical Problem Solver: You break down complex scenarios to identify root causes and anticipate risks before they impact service continuity.
• A Collaborative Driver: You foster a culture of accountability and innovation, empowering teams while maintaining a hands-on approach to project execution.
• Agile and Adaptable: You thrive in evolving environments, embracing shifting priorities and leveraging new tools to streamline delivery and drive efficiency.
• Relationship Builder: You build and maintain positive, long-term relationships with customers and internal team members based on trust and consistent engagement.

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.

Pay

The starting salary range for this position is $152,400.00 to $197,700.00, not including incentive compensation, equity, or benefits. Individual pay is determined by the candidate's hiring location, market conditions, job-related skillset, experience, qualifications, education, certifications, and/or training.

New York City Metro Area: $181,800.00 – $272,400.00
Non-Metro New York State & Washington State: $164,700.00 – $257,300.00

For non-sales roles, employees are eligible to earn annual bonuses subject to Cisco's policies. For quota-based sales roles, the ranges provided include base pay and sales target incentive compensation combined.

Benefits

• Medical, dental and vision insurance
• 401(k) plan with a Cisco matching contribution
• Paid parental leave
• Short and long-term disability coverage
• Basic life insurance
• Grants of Cisco restricted stock units (vesting following continued employment for defined periods)
• 10 paid holidays per full calendar year, plus 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
• Non-exempt employees: 16 days of paid vacation per full calendar year (accrued at 4.92 hours per pay period for full-time employees)
• Exempt employees: flexible vacation time off program with no defined limit (subject to availability and some business limitations)
• 80 hours of sick time off provided on hire date and each January 1st thereafter, with up to 80 hours of unused sick time carried forward year to year
• Additional paid time away may be requested for critical or emergency family issues
• Optional 10 paid days per full calendar year to volunteer