1+ months

Internal Service Delivery Management Strategy Leader

Cisco Systems Inc.
Lisbon, NY 13658
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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 internal 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 Sr. Manager your responsibilities will include:

  • Accountability for the Delivery Methodology and ongoing Roadmap of improvements associated with internally focused 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 financial, stakeholder, and customer advocacy management
  • Directly manage Line of Business Stewards, who are embedded in the underlying service lines with the responsibility of ingesting requirements and driving adoption of the delivery methodology roadmap
  • 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 
  • Project Management application experience including MS Project and/or SmartSheet 

We Are 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: 2021-05-14 Expires: 2021-06-21
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Internal Service Delivery Management Strategy Leader

Cisco Systems Inc.
Lisbon, NY 13658
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