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Service Delivery Executive

Cisco Systems Inc.
New York, NY 10007
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Delivery Leadership

Develops strategic understanding of customer delivery, business needs and requirements.
Establishes deep customer relationships, interfacing with and influencing senior levels in Ciscos top accounts
Delivery Excellent
Proactively addresses business or delivery  constraints to ensure customer success.
Revenue:

 Participates in the integrated account planning with sales, Engineering, Architects, and Advisors. 
 Achieving Growth targets
 Point person responsible for complete lifecycle service delivery on Key and Premier accounts
 Leads large scale complex engagement of both subscription and  Multi Architecture Transaction engagements
 Sets strategic service delivery direction that anticipates the needs of our customers and their technology needs; 

Delivery Excellence
Ensures operational excellence in service delivery execution to assure customer objectives and outcomes
 Influences customer decision making via thought leadership on technology drivers for their business; 
 Assesses and influences services delivery methods and execution improvements through the eyes of the customer.

Revenue:
Revenue and PCOGS forecasting
Provides input on investment direction

Scope
Typically responsible for delivery on 1-2 High Touch customers
 Lead the service delivery experience to the customer - single point of ownership and accountability for all customer service delivery related activities
 Impacts customer operational effectiveness and outcomes
 Influences decisions related to CX/services, and technologies across customer 
 Provide thought leadership as part of customers extended team
 Build and orchestrate  matrix teams for customer delivery
 Successfully partner with CX CSE & key Cisco stakeholders to execute customer Success plan
 Partners with SET team, Sales and BDMs to review and provide input to overall Service Design and cost model, resource ramp for large deals
 Provides input into partner selection as part of service design
 Assure customer outcomes across lifecycle of Onboard Optimize
Implement industry leading practices ( e.g. ITIL Incident Management) around service delivery
 Adopt and leverage Cisco best practices around tools, automation, workflows, and process to ensure successful delivery to customers - standardize and replicate where appropriate Complexity
 Leads others to solve issues of diverse scope where analysis requires an understanding of current business trends. 
 Uses sophisticated analytical thought to exercise judgment and identify innovative solutions. 
 Ability to address technical and business issues, establish get well plans, and drive corrective actions.
 Provide direct, concise assessment and deliver senior level communication as appropriate 

Results
 Operational Excellence
 Account Level Profitability Targets margin, revenue (growth, forecasting)
 Continuing to drive success for customers through delivery of services offerings
 Increase CX Portfolio adoption & product absorption and penetration
 Drive customer outcomes 

Posted: 2021-06-11 Expires: 2021-07-12
Sponsored by:
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Service Delivery Executive

Cisco Systems Inc.
New York, NY 10007
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