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.

Must Have Skills

• 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 in U.S. and/or Canada locations, 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 quota-based sales roles on Cisco's sales plan, the ranges provided include base pay and sales target incentive compensation combined.