1+ months

Customer Engagement Strategy Manager

Cisco Systems Inc.
Carolina Shores, NC 28467
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We are seeking a Manager to join the Service Delivery Management (SDM) line of business in the Strategic Services Engine within Customer Experience (CX). 

The Strategic Services Engine serves to lead delivery of custom CX Center services, increase partner confidence in CX Centers (CXC), shift more work to Centers, incubate innovation to scale, and introduce standardization (repeatability, automations) resulting in outstanding P/L and transition of work to Proactive Services. 

More specifically, the Engine scope includes Delivery Strategy (Delivery Methodology, Prioritization, Roadmaps), Demand & Expectation Management, Escalation Management, Performance Management, Continuous Service Improvement, Financial / Cost Management, Relationship Management, and Sales & Marketing Support

The SDM line of business is responsible for the above Engine deliverables across the scope of the SDM motion which includes customer-facing CXC activity including relationship, expectation, value-realization, and escalation management.  The SDM delivery motion also includes internal activity focused on financial, stakeholder and customer advocacy management. 


This role works directly with the SDM Leader who is accountable for the Engine scope associated with the SDM line of business.  In this role, the candidate will lead the strategy, design and process development associated with the customer-facing scope of SDM.  The applicant thrives with empowerment, has experience in leading teams focused on service delivery management, manages stakeholders at multiple levels of seniority, is a strategic thinker who can translate strategy into execution, and maps successful strategy execution into meaningful metrics.

As the teams Manager your responsibilities will include:


  • Accountability for the Delivery Methodology and ongoing Roadmap of improvements associated with customer-facing scope of the SDM line of business
  • Directly manage a team of Services Managers who are focused on the strategy, design, and processes we will use to execute relationship, scope, value realization and escalation management
  • Partner with regional delivery team leadership to incorporate requirements and feedback into the SDM Delivery Methodology
  • Partner with regional delivery team leadership to secure alignment, adoption and measure the impact of the SDM Delivery Methodology
  • Develop and measure quantifiable metrics that validate the effectiveness of the SDM Delivery Methodology. 
  • Leverage metrics to communicate status and evolve SDM strategy, design, and processes.



  • Bachelors degree in Computer Science, Information Technology, Business Administration, or related field 
  • 12+ years of experience in service delivery and management
  • 2+ years of supervisory experience
  • Demonstrated ability to lead a team responsible for strategy development
  • Demonstrated ability to translate strategy into execution, including the ability to establish and leverage quantifiable metrics to validate impact
  • Advanced written and verbal communication skills are a must 
  • General computing knowledge including Microsoft Office 
Posted: 2021-05-14 Expires: 2021-07-15
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Customer Engagement Strategy Manager

Cisco Systems Inc.
Carolina Shores, NC 28467
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